Here at Three, we've done things differently since day
one.
We take the script and rip it up, we're a big-hearted energetic bunch, striving
for a better connected life. The energy of our people, the pace at which we
operate, and the thrill of making bold moves is exhilarating and addictive.
Magic happens when we power the connections that millions value, and you can
feel it… When these things combine, phenomenal things happen. We encourage our
employees to face their weaknesses, to really open themselves up to new tasks
and projects in a supercharged and rich learning environment. We want you to
become the best version of yourself.
Join us as our Senior Customer Value Specialist
This is a senior commercial role within the Customer
Value Management (CVM) function. The Senior Customer Value Specialist is
accountable for shaping and delivering customer value strategies that directly
impact revenue, margin, retention, and long-term business performance. You will
provide expert insight, guidance, and challenge to senior stakeholders.
* The
role is a primary source of specialist knowledge in customer lifecycle
management, value optimisation, and commercial performance.
* You will be the owner of specific segments of the Consumer
customer base (e.g. Billpay, Prepay, Broadband) and you will be responsible and
accountable for delivering revenue and margin targets of this base.
* You will be
responsible for devising the overall strategy, for actively managing the
financial performance of your base, and for devising and delivering the
initiatives to achieve this.
* You will be analysing data, devising initiatives
to grow and save revenue and margin. You will be planning, designing and
overseeing the implementation of these value driven initiatives.
Reporting to Head of Customer Value
Management (CVM)/Chapter Lead for Customer Base management – Consumer, you
will play a pivotal role in owning and driving the delivery of customer lifecycle
strategies and plan for the Broadband segment customer base.
What else it involves:
* Accountable
for the achievement of macro commercial targets including budget setting,
monthly forecasting, performance tracking and performance insights
knowledge
* Accountable
for the performance and contribution of CVM programmes, including
programme forecasting, performance tracking and performance insights
knowledge
* Own end-to-end customer value strategies for the assigned customer segments, including defining roadmaps, setting financial targets, forecasting performance, and ensuring delivery against agreed commercial objectives
* Own CVM
short term and medium-term strategy and planning for outbound &
inbound programmes, including defining omni and multichannel customer and
offer strategies to achieve customer value and commercial KPIs such as
margin growth, retention, churn, loyalty and brand advocacy
* Provide strategic advice, analysis, and leadership on initiatives that have a direct and measurable impact on business outcomes, including revenue growth, margin optimisation, churn reduction, and customer lifetime value optimisation
* Develop
and evolve the CVM Roadmap for your customer segments, working
collaboratively with cross-functional colleagues – a Roadmap which will be
based on delivering the financial targets (base, revenue, margin) for your
customer base
* Drive continuous improvement through insight-led decision making, performance monitoring, and iterative optimisation of CVM programmes to ensure sustained commercial value and customer relevance
* Proactively analyse
customer data & insights to identify gaps and opportunities to
generate or save revenue & margin, channel insights, campaign
analytics and customer relationship/value management best practice
approaches to plan programmes which deliver maximum value
* Design,
develop, and oversee the implementation of innovative customer value
initiatives, leveraging data, analytics, propensity models, and
test-and-learn methodologies to maximise effectiveness and efficiency
* Lead
the resolution of commercial and customer challenges for the segment,
applying advanced analytical, commercial, and technical expertise to
identify root causes and develop effective solutions
* Engage
and influence cross-functional teams and strategy to ensure CVM priorities
are supported and successfully delivered
* Partner
with Finance, Marketing, Channels, Engage, Impact Measurement, and
* Data
Science – to ensure they have data, tools and information to successfully
deliver the initiatives you have devised
Collaborate
closely with the other CVM and Acquisition squads, providing
visibility over main progresses, achievements, decisions to take, and
roadblocks requiring escalation.
* Design
customer journeys covering the E2E customer lifecycle, addressing
opportunities to upsell, cross-sell and retain high value customers.
* Source
and utilize deep insights to understand where there are commercial value
opportunities and to drive innovation in value management approach
* Influence
Data Analytics squad resource to identify and deliver best practice
customer data models and personalization/recommendation capability
* Continually
optimize activity through test, learn and iteration
* Work
in an agile delivery model to ensure fast to market definition and
delivery
* Track
and monitor performance against KPIs weekly, feeding into required forums
The skills we are looking for:
* Relevant
experience in customer value management/base management from a B2C
background, telecoms experience is a plus
* Strong
stakeholder management experience, comfortable influencing at all levels
* Experienced
commercial manager / marketer with strong analytical skills
* Strong
problem solving skills, and the ability to think laterally to find
workable solutions
* Excellent
interpersonal and communication skills with a strong ability to
collaborate and influence
* Confident
in interpreting data and working with commercial and analytical
stakeholders
* Proactive,
inquisitive approach, delves into numbers and reports to understand causes
* High Energy individual with a proven track record of operating in a dynamic, demanding & customer centric environment
* Experience
of having worked as part of an agile delivery team is preferable
Benefits of Working at Three
* Flexible
working with our new Hybrid model, our employees will enjoy more
flexibility working from home and our office locations (3 days per week
office based & 2 days working from home). Please see job description
for the office location of this role.
* Competitive
salary, annual performance bonus & pension contribution
25
days holidays plus 2.5 company days
* Annual
Leave buy or sell (buy or sell up to 5 days AL each year)
* Healthcare
Insurance through our flexible benefits programme
Life
assurance, phone & laptop, subsidized canteen
* Access
to learning & development tools
* Free
on-site parking
You may think you know us, but we're full of surprises.
Intrigued? Join us and Be Phenomenal. #Jobs Apply
now at:
Three Ireland is proud to be an equal opportunities employer. If you do not
'tick every box' in the job description above, there are likely other valuable
attributes and skills you have that would make you a great fit for the team. If
you feel this role is for you, then please apply We are committed to equal
employment and growing a diverse workforce.
We embrace those of any race, gender identity, sexual orientation, age,
religion, disability, marital status, family status, civil status or membership
of the traveller community, and we want our teams to reflect this
If you require reasonable adjustments at interview,
please let us know when scheduling your interview, or alternatively please
email
Can You See Yourself As Part Of A Phenomenal Team? | Three
To be Ireland's best mobile network means we need to hire
phenomenal people with a passion to making every part of the work day count