BT Customer Base Trading and Strategy Manager in London, United Kingdom

Customer Base Trading & Strategy Manager


Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

This role will form part of the Customer Marketing Team and be responsible for assisting the Head of Trading and Strategy with gaining a deeper understanding of churn and customer behaviour. You'll assist and deliver robust long term plans and strategies that will reduce churn, increase value & NPS and enable us to build and grow long-lasting customer relationships. This role will also support the Forecasting and Planning manager with weekly trading, quarterly readiness and bi annual budgeting where necessary.

What you'll be doing

Assisting with long term planning and strategic direction to gain a deeper understanding of churn and customer behaviour:

  • Work closely with the commercial, analytics and CRM teams to provide deeper churn insight and understanding of key customer hotspots and moments.

  • Work closely with key stakeholders including commercial, Finance, CRM, digital and product teams to get under the skin of the key insights, data and market place trends in order to translate into effective churn strategies and plans that are easily implementable.

  • Identify key segments, opportunities and moments within the lifecycle in order to deliver robust plans and tactics.

  • Work with the Insight team to continuously monitor competitor trends and performance in order to inform and review quarterly and annual plans.

  • Deliver fresh thinking and innovation which can be activated across all customer channels.

Supporting with Trading, Planning and Forecasting:

  • Assist with and be prepared to run the weekly Trading process

  • Work closely with the Trading and Forecasting manager to ensure February and September forecasts are accurate and agreed to.

  • Support in the preparation of the quarterly plans, ensuring that there is a robust plan to underpin the churn volumes for the quarter

  • Support with the quarterly operational review ensuring that a clear story of the last quarter’s performance is clearly communicated.

We'll also need to see these on your CV

  • A minimum of 3 years Planning and/or Marketing experience.

  • A proven track record in delivering analytical thinking and ability to take complex tasks and produce simple yet compelling strategies and tactics.

  • Ability to synthesise complex commercial requirements and information into clear and simple presentations to peers and senior leaders

  • Strong stakeholder management across CRM, commercial and insight teams

Ideally we'd also like to see one of the below...

  • Experience working within a face-paced trading environment with a large and complex customer base

  • Experience of working across the PSTN, Broadband, TV and Sport customer base (or Retail/FMCG)

  • Experience of working with Sales, Service, Product and .com Teams

Why choose us?

This is an exciting time to join our Consumer business as w

e’re investing across our BT, EE and Plusnet brands to create the UK’s largest provider of fixed-voice, broadband and mobile services.

We're bringing together our best products and services into one seamless and reliable experience, to make our customers’ lives better. You'll be part of an award winning marketing team with one of the biggest advertising budgets in the UK, and your work will make a difference in winning customers and keeping them, promoting our values and supporting our growth.

You’ll also get a competitive basic, 10% on target bonus, 25 days holiday, season ticket loan, and fantastic discounts on BT products and services (broadband, BT TV, BT Sport, BT Mobile).

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.


Job: Marketing

Title: Customer Base Trading and Strategy Manager

Location: GBR %26 Ireland-GBR-London-London

Requisition ID: 89309