Senior Commercial Manager (O912988)

Overview

Our Client are a leading communications brand with an outstanding reputation for customer service and value commitment. An opportunity has now arisen within their team for a Senior Commercial Manager.

As Senior Commercial Manager will be responsible for turning the company's consumer commercial strategy into clear plans, priorities and measurable trading outcomes across the Channel Islands and Isle of Man. The role leads the Commercial team covering customer value management, mobile, home and devices and is accountable for bringing together portfolio performance, customer value, revenue and margin outlook, market insight and commercial priorities into a coherent trading plan.

Reporting to the CCO your duties will include:

Commercial performance and trading

• Lead the Consumer commercial trading rhythm across mobile, home, devices and customer value
• Maintain a clear view of revenue, margin, customer, portfolio and market performance against AOP, forecast and other agreed targets
• Identify material performance variances, underlying drivers, opportunities and risks
• Ensure clear corrective actions are agreed, assigned, prioritised and followed through
• Bring together product, CVM, Sales, Marketing and customer insight to form an integrated view of Consumer performance
• Ensure commercial discussions focus on decisions and actions rather than repeated production of management information
• Escalate material commercial risks and opportunities to the CCO with clear recommendations

Commercial planning and forecasting:

• Own the Consumer commercial forecast and outlook, working with Finance to translate commercial assumptions into robust revenue and margin forecasts
• Lead the commercial input to AOP, longer-range plans and in-year reforecasts
• Develop and maintain transparent commercial assumptions covering customer volumes, ARPU, pricing product mix, acquisition, churn, cross-sell and other relevant value drivers
• Develop scenarios and sensitivities to support commercial decisions and planning
• Work with Finance to ensure assumptions are appropriately challenged, modelled and reconciled
• Support the CCO in translating strategic choices into clear commercial priorities and financial outcomes

Portfolio leadership and prioritisation

• Lead prioritisation across Mobile, Home, Devices and CVM, ensuring resource is focused on the highest-value commercial opportunities
• Challenge portfolio performance and ensure weak or declining areas have clear action plans
• Ensure pricing, proposition and lifecycle decisions are made with a clear understanding of customer impact, revenue, margin and market position
• Ensure cross-product opportunities, including household value, bundling and multi-product growth, are considered across the portfolio
• Resolve conflicts and trade-offs between individual category priorities where necessary
• Ensure the commercial roadmap is realistic, prioritised and aligned with available Technology, Marketing, Sales and operational capacity

Market and commercial insight

• Maintain an informed view of competitor activity, market trends, customer behaviour and changing commercial conditions across each island
• Use BI, customer insight, market information and external sources to identify emerging risks and opportunities
• Ensure commercial recommendations distinguish clearly between evidence, assumptions and judgement
• Translate complex performance information into concise recommendations for senior stakeholders

Commercial team leadership

• Lead and develop the CRM Lead, Commercial Manager - Mobile, Commercial Manager - Home and Devices Manager
• Set clear objectives and accountabilities for the team and maintain strong performance management
• Build a commercially curious, evidence-led and action-orientated culture
• Encourage effective collaboration across category boundaries rather than isolated product ownership
• Develop capability and succession within the Commercial team
• Ensure roles remain focused on commercial ownership rather than absorbing work that properly belongs in BI, Finance or CTO

Cross-functional working and governance

• Work with Marketing to ensure propositions, offers and priorities are translated into effective channel activity
• Work with Sales to align commercial priorities with acquisition, conversion and channel execution
• Work with Customer Operations and CX to understand service performance, customer pain points and implications for commercial decisions
• Work with BI & Data to define the information, dashboards and analysis required to manage the business effectively
• Work with Finance on forecasting, business cases, pricing, margin analysis and benefit validation
• Work with CTO to ensure commercial requirements are clear and technically feasible, while retaining the distinction between Commercial ownership of what / why / value and CTO ownership of how / build / technical assurance
• Ensure Legal, Regulatory, data protection and customer-fairness requirements are incorporated into commercial decisions

The ideal candidate for the role of Senior Commercial Manager will have:

• Strong commercial management experience in a consumer, subscription, telecoms or similarly competitive environment
• Demonstrable experience managing revenue, margin, customer and portfolio performance
• Strong understanding of commercial planning, forecasting and performance management
• Ability to interpret complex commercial and financial information and translate it into clear actions
• Strong commercial judgement and ability to balance revenue, margin, customer and operational considerations
• Experience developing propositions, pricing or portfolio strategies
• Strong leadership and people-management capability
• Ability to work effectively with Finance, Data, Technology, Marketing, Sales and operational teams
• Excellent written and verbal communication, including confidence presenting commercial issues and recommendations to senior stakeholders
• Strong prioritisation skills and ability to operate effectively across multiple markets and competing priorities

Highly Desirable

• Telecoms or subscription-business experience
• Experience across mobile and broadband portfolios
• Experience of CVM, lifecycle management or recurring-revenue economics
• Experience improving commercial reporting, forecasting or planning processes
• Practical experience using AI, automation or advanced analytical tools to improve commercial decision-making