Customer Base Commercial Analyst

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.
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.

• 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

• 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