Senior Manager - Senior Manager - Churn Strategy & Performance

Job Description

Locations: London, Birmingham, Bristol, Manchester, Belfast, Glasgow

Flexible Working: BT have moved to a hybrid working model - you can work from home 2 days per week. This means you’ll be at your contractual location 3 days a week.

About the role

In Sales and Commercial, we’re building one of the biggest and best sales teams in the country. We’ve got big ambitions to develop a team that has the right ability and will to win. Central to our ambitions are;

• Using our unparalleled expertise to bring first class solutions to market and offer a compelling value proposition to our customers that’s unmatched by our competitors
• Developing a highly skilled, highly efficient sales powerhouse through competitive pricing, an optimised channel model and best in class tools
• Relentless pursuit of a high-performance culture founded on clear career progression and the drive and determination to become the UK’s best sales force

As a Senior Commercial Manager, you will take end-to-end accountability for churn strategy and performance within a key commercial area of the SMB business. Working in a highly matrixed environment, you will use data, insight, and commercial judgement to identify churn drivers, shape interventions, and drive measurable improvements across your channel or product focus.

What you’ll be doing

• Own churn and performance outcomes within your area, using data to identify risks, opportunities, and actions required.
• Translate analysis into clear commercial recommendations and interventions that reduce churn and improve results.
• Work closely with product trading, sales, sales operations, and other business teams to align activity and drive delivery.
• Hold cross-functional stakeholders to account for actions, timelines, and agreed business outcomes.
• Support target setting, performance reviews, and the ongoing optimisation of initiatives across the wider business.

Essential Skills / Experience

• Strong commercial leadership experience in a complex, matrixed business environment
• Proven track record of driving performance through trading, commercial strategy or business partnering roles
• Ability to translate data and insight into practical commercial actions and strategic recommendations
• Strong financial and commercial acumen, with experience balancing growth, value and customer considerations
• Excellent stakeholder management skills, with the credibility to influence senior leaders and challenge constructively
• Experience leading cross-functional activity and driving alignment across multiple teams
• Strong communication skills, including the ability to create concise, executive-level commercial narratives

Desirable Skills / Experience

• Experience in telecoms, subscription businesses, B2B or multi-product commercial environments
• Understanding of lifecycle management, retention, CLV/value optimisation and channel performance
• Experience supporting MTP or annual planning cycles
• Familiarity with trading governance, executive reporting and performance forums

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 15% on target bonus
• Health Care
• Car Allowance
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• 25 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.

About us

Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.

We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.

With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.

If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.