Credit & Retention Manager

at  Vodafone

WHO WE ARE

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.

The role will need to a have holistic view of the customer lifecycle, recognising that the fight to keep customers starts the moment they join. Areas of focus will be varied but may cover operational onboarding journeys, overseeing credit vetting processes and identifying pockets of customers in the base who need to be proactively helped to ensure they remain loyal to the brand.

• Define and lead the Talkmobile churn reduction programme, exceeding churn targets in the annual plan.
• Understand the drivers of churn across the customer lifecycle, via commercial analysis, and work with other members of the Talkmobile team and external suppliers to implement changes. This includes credit reference agencies, fraud teams, CVM and call centres.
• Work with the wider Talkmobile team and Vodafone retention team to identify areas of opportunity/ transferable practices to drive churn reduction. Be hands on by creating & testing strategies across all channels and customer touchpoints.
• Work closely with channels to forensically understand performance and implement improvements.
• Develop accurate business cases to stack rank commercial opportunities, and after understanding implementation limitations, prioritise churn activity to drive the biggest improvements.
• Weekly/monthly forecasting of key KPIs