Senior Customer Value and Retention Manager

Greater London
Full time
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Utility Warehouse Limited
1,001-5,000 employees
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This is a hybrid role working from our central London hub 2 days per week.

Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.

Got your attention? Read on…

We put people first. It’s all about you..

We're looking for a seriously commercial CLV and Retention Manager to join our Commercial Development team. At a time that we are doubling down on our growth ambitions, this role will be highly visible and highly impactful! Here's some of the key skills and experience we're looking for you to bring:

  • Experience in a similar role leading the development of CLV and Customer retention initiatives
  • Experience in leading and developing cross-functional teams in a highly matrixed organisational environment
  • Strong analytical and data modelling skills
  • Customer-obsessed- you'll be the go to person in understanding our customer base through deep insight
  • Able to communicate effectively at a senior level translating the complex into the simple
  • Approachable and collaborative with excellent interpersonal communication skills

We work together. Your team and the people you will work with…

Reporting to the Commercial Development Director you'll be joining the Commercial Development team who are tasked with driving our customer growth.

This role will be highly collaborative working across Product, Sales and Marketing teams to influence and deliver commercial strateiges.

We deliver progress. What you’ll do and how you will make an impact.

You’ll be responsible for developing and implementing approaches to ensure maximisation of our customer value and the security of our customers. You will be the key font of knowledge on UW’s customer base and how to improve its value.


  • Developing and implementing our commercial strategies to increase our customer lifetime value and reduce our customer churn rate. This will mean commercial responsibility for the c 14% customer churn (150k customers) and the opportunity to increase the value of our 1m+ customer base.
  • Analysing and building customer insight to identify opportunities to boost our customer retention and challenges that contribute to churn, gaining agreement to plans and then driving implementation through cross-functional teams.
  • Identify possible customer segmentation strategies and appropriate, in-life value building and retention solutions.
  • Developing commercial strategies to build in life customer value e.g. maximising cross and upsales, developing new customer contact opportunities etc.
  • Driving delivery of the plan through collaboration with cross functional teams including service P&L, finance, sales, customer and marketing to align strategies to the retention plan(s).
  • Design customer retention approaches that align with our internal business priority and meet customer/market expectations.
  • Owning and delivering the targets for customer retention and in life value creation

So why pick UW?

We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits:

  • An industry benchmarked salary. We’ll share it during your first conversation.
  • Share Options and a Save as You Earn scheme.
  • Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)
  • Discount on our services and you get our coveted Cashback Card for free.
  • A matched contribution pension scheme and life assurance up to 4x your salary.
  • Family-friendly policies, designed to help you and your family thrive.
  • Electric Vehicle scheme
  • Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP.
  • Belonging groups that help UW shape an even more inclusive future.
  • A commitment to helping you develop and grow in your role.

Apply here!

You’ve got this far… Hit apply - we can’t wait to hear from you! Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!

Claire Fennell will be your point of contact throughout the recruitment process.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. If you need any help, support, or advice at any point during the hiring process please just let us know.

Please note, if you are applying for a role which involves having access to personal data, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.