The values we believe are important
Values are extremely important to our culture and success. As a key member of the team, you will enjoy working in a team that is continually evolving, working at pace, and sometimes thinking outside the box to make things happen. You will be keen to learn and develop in your role; we understand this may be at your own pace and role dependent. You will be open and honest and show that you are reliable.
Skills, Knowledge, Experience, & Attitude required to do this role
- Experience in a commercial, customer base, retention, CRM or trading analysis role, ideally within a subscription-based consumer business, with a desire to build and develop further in this specialism
- Strong analytical skills with a proven ability to turn large, messy customer and transaction datasets into clear insight and practical recommendations
- Strong Excel skills and confidence working in a modern analytics platform (we use Hex), or a willingness to learn quickly; comfortable working alongside data engineers and data scientists
- Good understanding of customer base metrics, including churn, recontracting, ARPU, customer lifetime value, segmentation and campaign measurement
- Commercially minded, with a genuine hunger to find opportunities to deliver better commercial results and the confidence to put a recommendation forward
- A self-starter who takes ownership, sets their own priorities and acts proactively without needing direction
- Curious and rigorous: keen to test, learn and challenge assumptions, and disciplined about getting the numbers right
- Clear and effective communicator, both written and verbal, able to explain analysis to non-technical stakeholders and influence decisions
- Collaborative team player, comfortable working cross-functionally with marketing, data, product, commercial and finance stakeholders
Resilient and adaptable, thriving in a fast-paced and evolving environment
Are you hungry to find the commercial opportunities hiding in the data? As Customer Base Commercial Analyst, you will be the analytical engine of the Customer Base Management team at Zzoomm, turning customer and trading data into clear, commercial actions that reduce churn, increase precontracting and maximise revenue from our existing customer base across broadband, TV and future propositions.
Your key responsibilities are:
- Own the weekly trading analysis for the customer base, reporting on churn, recontracting, upgrades, ARPU and revenue against target, with clear commentary on what moved, why, and what we should do about it
- Build the data, segments and target lists that underpin customer base marketing campaigns, working with the Customer Marketing team to make sure every campaign is aimed at the right customers with the right offer
- Measure campaign and initiative performance end to end, including control groups and incremental impact, and feed the learnings back into the next round of activity
- Carry out deep-dive analysis of churn across the customer base to understand who leaves, when, why and to whom, including contract-end behaviour, tenure, product, pricing, competitor overbuild and service experience
- Translate that analysis into initiatives that reduce churn, increase recontracting and grow revenue, sizing the opportunity, building the business case and tracking the results
- Proactively identify commercial opportunities across the base, such as price and proposition gaps, under-served segments, upgrade and cross-sell potential and retention offer effectiveness, and bring them to the team with a recommendation
- Work with the Data team to define and prioritise the data, models and reporting the Customer Base Management team needs, including inputs to churn propensity modelling, and to make sure analysis is built in Hex rather than in standalone spreadsheets
- Maintain an accurate, up-to-date view of customer base performance, contract-end volumes and competitor activity to inform planning and forecasting
- Present findings and recommendations clearly to stakeholders across Customer Base Management, Marketing, Commercial, Finance and the Management Team
- Contribute to a culture of continuous improvement by sharing learnings, documenting analysis and helping the wider team become more data-led
You will report to the Senior Manager, Customer Base Management.
You may also be required to undertake other related duties not listed in this Job Description from time to time, these may be ad hoc, but always supporting the needs of the business.
- Annual Leave - 25 days’ paid holiday plus bank/public holidays (or 33 days total)
- A day off for your birthday
- Pension (auto enrolment)
- Life assurance
- Health cash plan or medical cover
Salary: 40000 - 45000 GBP per year
