CVM Planning & Operations Lead

The Customer Value Management (CVM) team delivers customer value and business growth by retaining and growing our customer base focusing on personalisation, long term loyalty and having the right offer and channel mixes. The CVM team is split into different squads; the Commercial squads are accountable for base management across Contract Voice, Prepay and Broadband and the Enabler squads (Campaign Build & Analytics, Planning and Operations including capabilities) which support the Commercial squads to achieve their KPIs.    

This role will be supporting the Planning and Operations Senior Manager and Head of CVM in managing a unified view of the short, medium and long term CVM activities and KPIs.

As CVM Planning and Operations Lead, you will work closely with key stakeholders to monitor, track and agree budget and core activities that help drive our commercial goals and KPIs.

As a key point of contact for the CVM team, you will own the Opex and Capex budget management including forecasting.

You will support the CVM squads in prioritising their activities, resolving conflicts based on commercial, strategic and customer impact, and ensuring resources are secured and aligned, all to facilitate strategic alignment amongst teams for long term business needs.

• Line manage the Planning and Operations Specialist in the CVM Planning & Operations squad.
• Lead CVM Opex and Capex budget management; owning relationship with Finance, liaising with CVM squads, forecasting and tracking.
• Support the coordination of the CVM performance and impact tracking across all business areas for in life and retention KPIs, enabling the Head of CVM and CVM squads to monitor, understand and frequently report to the business on performance.
• Coordinate cross-segment strategic initiatives.
• Work closely with CVM Scrum Masters to create a unified view of the short, medium and long term CVM roadmap activities.
• Support the CVM squads in prioritising their activities and resolve conflicts based on commercial, strategic & customer impact. Work with Customer Comms, Digital, Data and Technology teams on short-term and long-term priorities that impact the CVM roadmap.
• Lead on new demand management from all areas of the business coming into CVM.
• Support the Senior CVM Managers / Head of CVM with generating the required content / performance updates for leadership forums.
• Support the Senior CVM Managers and Scrum Masters with producing and maintaining a risk log.  
• Evaluate CVM processes and optimises where needed.
• Responsible for bringing the CVM team together to build its identity by organising 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 but not essential.
• 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 analytical skills with ability to translate management information into tangible CVM/CRM plans.
• Experience of Agile delivery models and delivery tools such as Jira, Asana.

What you'll receive in return…

• Competitive annual salary, car cash allowance, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
• Salary range for this role start's at £53,760, and exact salary will differ by job and experience
• Hybrid working between your home (2-3 days a week) and our brand new Reading HQ office at Green Park (2-3 days a week)
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
• Private Medical Insurance, Life Assurance and Income Protection
• Free mobile phone package & unlimited sim-card
• Free on-site car parking (including electric!)

.... Plus lots more including wellbeing and learning & development benefits!

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.