Senior Customer Value Specialist

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: https://www.three.ie/careers

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 recruitment.support@three.ie

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