Senior Manager - Customer Success

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer. 

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology. 

What the role is all about… 

This will be a key role within the Customer Success team within Three Business. You will be the main contact for all commercial and service related queries for our biggest contract. This is a senior role which will interact at all levels within the contract up to C suite level to deliver the contractual obligations of the contract. 

The key deliverables are focused on maximising customer satisfaction, minimising churn, driving account growth, and leading a high-performing customer success team in a management role to ensure compliance against our Customer Charter. You will play a central role in aligning customer needs with company goals, ensuring customers achieve value, and continuously improving the overall customer experience. 

Please note: This is a hybrid role working between your home (2-3 days a week) and our Reading office at Green Park (2-3 days a week). 

What you’ll be doing… 

• Conduct monthly reviews of all Service Level Agreement (SLA) documentation and applicable credits.
• Compile comprehensive monthly Service Review documentation.
• Chair monthly on-site Service Review meetings and ensure follow-up with written action items.
• Oversee Incident and Change Management processes.
• Manage and enhance overall Customer Satisfaction Key Performance Indicators (KPIs).
• Lead a small team of Customer Success Executives.

What you'll ideally bring... 

• Strong background in Customer Success or Account Management with a focus on high value accounts 

• Experience in building relationships at C Suite 

• Proven experience leading teams, ideally managing customer success teams or a similar leadership role 

• Experience developing and executing customer success strategies at scale, aligned with company goals, and driving customer satisfaction 

• Ability to work closely with other areas and support teams to ensure a seamless customer experience and ensure that customer needs are communicated throughout the company 

What you'll receive in return… 

• Salary range for this role starts at £54,800, and exact salary will differ by job and experience 

• £6,000 car cash allowance

• 'Flexible' cash allowance to spend on additional benefits, topping up your pension, or to be added to your salary 

• 28 days annual leave + 8 bank holidays + personal days 

• Private Medical Insurance, Life Assurance and Income Protection 

• Mobile phone package & unlimited sim-card 

• Wellbeing and learning & development benefits 

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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.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

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, our 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.