Customer Base Manager

Customer Base Manager
* Location: Bath, BA2
* Salary: £50,000
* Hours: Full Time,Permanent
Help us grow and retain a truly better broadband experience.
At Truespeed, we’re building the future of broadband across the South West with our rapidly growing full-fibre network. We’re already connecting over 40,000 customers across more than 180,000 homes, and we’re continuing to expand bringing faster, more reliable broadband to communities across the region.
We’re proud of the customer experience we deliver, but as competition increases, our focus is on keeping customers engaged, loyal and maximising the value they get from their Truespeed experience.
We’re looking for a Customer Base Manager to help us improve retention, increase customer value and deliver smarter, more effective customer communications throughout the lifecycle.
This is a hands-on CRM and customer marketing role where you’ll take ownership of campaigns from early customer engagement through to renewal and retention. You’ll combine data, insight and creativity to improve performance and help Truespeed continue to compete as a challenger brand.
What you'll be doing:
* Build, manage and optimise CRM campaigns using HubSpot (or a similar platform)
* Create automated and triggered customer journeys, including renewals, end-of-contract communications, upsell/cross-sell activity and engagement campaigns
Write clear, engaging customer communications and improve performance through testing and optimisation
* Monitor campaign results and use data insights to improve engagement and retention
* Support customer lifecycle marketing activity and identify opportunities to reduce churn
* Work closely with Marketing, Sales, Customer Service, Data & Analytics and Technical teams to improve customer experience and campaign effectiveness
What we’re looking for:
You’ll have experience in a CRM, customer marketing or email marketing role, with the ability to manage campaigns from planning through to delivery and optimisation.
You’ll ideally have:
* Hands-on experience using a CRM platform such as HubSpot, including workflows, automations and campaign delivery
* Experience with customer lifecycle marketing and segmentation
* Strong copywriting skills with excellent attention to detail
* A data-driven approach, using insight to improve campaign performance
* Experience running tests and optimising customer communications
* The ability to manage multiple priorities in a fast-moving environment
Experience in telecoms, broadband, subscription services or a similar customer lifecycle business would be an advantage.
You’ll be someone who is:
* Hands-on, organised and delivery-focused
* Curious and always looking for ways to improve
* Commercially aware and customer-focused
* Comfortable collaborating across different teams
* Excited by the opportunity to help grow a challenger brand
Why join us?
You’ll be joining a growing challenger brand where your work will have a direct impact. This is an opportunity to shape how we communicate with thousands of customers, improve retention and help more communities experience truly better broadband.
Our benefits package includes:
* Hybrid working
* Pension scheme
* Life insurance
* Access to a full suite of employee benefits covering health, lifestyle and financial wellbeing, including 24/7 online GP access
* Free onsite parking
Ready to Apply?
We’re reviewing application on a rolling basis, so we encourage early submissions.
We’re proud to be building a diverse and inclusive team at Truespeed, where people can bring their whole selves to work and feel supported to do their best. We value the unique perspectives, experiences and ideas that every individual brings, and we believe this makes us stronger as a business. We welcome applications from all backgrounds and are committed to creating a fair and inclusive recruitment experience for everyone.
Please note: You must have valid authorisation to work in the United Kingdom, as we are unable to offer sponsorship for this position.
No agencies, please