CVM Planning & Operations Lead

About Us: We’re a Customer Value Management (CVM) team that focuses on growing our customer base through personalisation, loyalty, and the right offer and channel mixes. Our team is divided into Commercial and Enabler squads. The Commercial squads manage Contract Voice, Prepay, and Broadband. The Enabler squads support the Commercial squads to achieve their goals.

About the Role: As the CVM Planning and Operations Lead, you’ll support the Planning and Operations Senior Manager and Head of CVM. You’ll manage a unified view of the short, medium, and long term CVM activities and KPIs. You’ll work closely with key stakeholders to monitor, track, and agree on budget and core activities that help drive our commercial goals and KPIs. You’ll own the Opex and Capex budget management, including forecasting.

• Line manage the Planning and Operations Specialist in the CVM Planning & Operations squad.
• Lead CVM Opex and Capex budget management; liaise with Finance and CVM squads, forecast and track.
• Support the coordination of the CVM performance and impact tracking across all business areas.
• Coordinate cross-segment strategic initiatives.
• Work closely with CVM Scrum Masters to create a unified view of the CVM roadmap activities.
• Direct new demand management from all areas of the business coming into CVM.
• Support the Senior CVM Managers / Head of CVM with generating content / performance updates for leadership forums.
• Support the Senior CVM Managers and Scrum Masters with producing and maintaining a risk log.
• Evaluate and optimise CVM processes.
• Organise team events, ensure that wider organisational updates are shared and general team coordination.

• Experience working within a Customer Value Management (CVM) or Customer Relationship Management (CRM) team, ideally in a planning role.
• Experience of working on CVM/CRM programmes from inception to optimisation including implementation of process improvement.
• Comprehensive understanding of Campaign Management process (strategy, design, execution, reporting & optimisation)
• Excellent reasoning skills with ability to translate management information into tangible CVM/CRM plans.
• Experience of Agile delivery models and delivery tools such as Jira, Asana.

• We offer a competitive annual salary along with a car cash allowance.
• You’ll be eligible for a performance-based annual bonus and an additional ‘flexible allowance’. You can use this flexible allowance to avail additional benefits, top up your pension, or simply add it to your salary.
• The salary range for this role begins at £53,760. Please note that the exact salary will vary depending on the specific job role and your experience.
• We support hybrid working. You can work from your home for 2-3 days a week and spend the remaining 2-3 days at our brand new office in Reading’s Green Park.
• You’ll be entitled to 28 days of annual leave, plus 8 bank holidays and 3 personal days each year. The number of annual leave days increases with your length of service.
• We provide Private Medical Insurance, Life Assurance, and Income Protection.
• You’ll receive a free mobile phone package and an unlimited sim-card.
• We offer free on-site car parking, including electric car charging points. Enjoy the convenience of parking at work without any additional cost.

We believe in creating an inclusive and supportive work environment. We welcome applications from all individuals and are committed to promoting diversity and equal opportunities. If you have any specific requirements or adjustments to be made for the interview process, please let us know. We’re here to support you.

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.