About this role

We’re the largest telco in the industry worth over £10bn in revenue, with over 20k employees and 34m customers - this offers enormous opportunities for our people and to be No. 1 in the market. Our Consumer Unit consists of three household brands - EE, BT & Plusnet, from which collectively we generate more revenue than any other part of BT. This gives us more potential and scale than ever before and it’s a phenomenal foundation to build from. All three brands are really important to our future strategy. We’ve got something special and we want everyone to feel proud about working here and excited about where we’re going and what we’re going to do.

The Base Management and Data team set and deliver our strategic vision to maximise revenue, profitability, engagement and customer experience, across our existing 30 million Consumer customers.  We reach 10 million households, helping them go beyond limits in the way they connect.

The Base Enrichment and Household Integration chapters are the home for the ownership of our Customer Journey squads and these have a very significant commercial impact on Consumer

They are accountable for delivering revenue, churn, volume, value and NPS outcomes for both EE and BT brands, across all products - taking a household view across the main customer journeys (including upgrade, retain, upsell and deep sell).

Our Customer Lifecycle Managers will be the key support to the Senior Product Owner for these squads deputising ownership where necessary building personalised customer journeys, experiences and campaigns that help us to extend and deepen our existing customer relationships and building world class business cases and modelling with a test and learn mindset.

You'll have the following responsibilities

• Driver of key commercial indicators; e.g. sales of additional mobile products to the existing EE base
• Support setting the segment targeting, offer strategy and comms approach for the existing customer base 
• Develop and iterate test and learn roadmap to consistently improve performance
• Influence and shape requirements for new base activity from the wider business 
• Work with key business stakeholders such as Trading, Partnerships, Brand, Propositions and Digital to identify and exploit areas of opportunity
• Optimise performance of end-to-end inbound and outbound customer journeys 
• Support prioritisation of backlog initiatives with input from key stakeholders and keep them informed about performance v KPIs
• Build business cases and forecasts, using insight and modelling 

You'll have the following skills & experience

• Commercial thinker with strong customer focus and experience in a commercial/marketing role in a dynamic environment
• Demonstrable track record of using data and insight to understand commercial and customer challenges and inform marketing strategy and approach
• Experience in designing marketing testing plans and iterating on learnings to drive performance
• Strong collaboration skills with an agile mindset; exposure working in agile operating models and working within squads is highly advantageous 
• Solution focused; able to break down complex issues
• Ability to facilitate cross-functional teams working together
• Exceptional negotiating, influencing and presentation skills; ability to influence senior stakeholders across a range of complex issues – primarily at SPO level but up to Director level and comfortable presenting to senior stakeholders

Benefits

At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:

• Discounted BT Broadband, TV & mobile packages and BT products
• On target Bonus 10%
• Share options and 10% pension contribution
• Professional development
• Flexible benefits/rewards including dental insurance, healthcare, gym memberships etc.
• Well-being support for you and your family
• 25 days holiday (plus bank holidays) and up to 3 days paid volunteering a year
• Flexible and smart working (subject to business needs)

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.