Customer Base Analyst

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🔥 26 minutes ago

🇬🇧 United Kingdom – Remote

💵 £40k - £45k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

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FullFibre Limited

WebsiteLinkedInAll Job Openings

201 - 500 employees

📡 Telecommunications

🤝 B2B

🏛️ Government

Telecommunications • B2B • Government

FullFibre Limited is a UK-based wholesale full-fibre network builder (an alternative network or 'altnet') that designs, builds and operates FTTP (full-fibre) infrastructure focused on small and medium-sized towns often overlooked by larger suppliers. Operating a wholesale-only model, FullFibre partners with ISPs, carriers, mobile network operators and local authorities to provide ultrafast, reliable broadband and carrier-grade transmission capacity. The company has secured Project Gigabit contracts, formed partnerships and mergers with other fibre providers, and positions itself as a backbone for social and economic development in the regions it serves.

📋 Description

• Own weekly trading analysis for the customer base, reporting on churn, recontracting, upgrades, ARPU and revenue against target • Provide clear commentary on what moved, why, and recommended actions • Build data, segments and target lists for customer base marketing campaigns • Work with Customer Marketing to target the right customers with the right offer • Measure campaign and initiative performance end to end, including control groups and incremental impact • Feed campaign learnings into subsequent activity • Conduct deep-dive churn analysis across the customer base, including contract-end behaviour, tenure, product, pricing, competitor overbuild and service experience • Translate analysis into initiatives that reduce churn, increase recontracting and grow revenue • Size opportunities, build business cases and track results • Identify commercial opportunities such as price and proposition gaps, under-served segments, upgrade and cross-sell potential, and retention offer effectiveness • Work with the Data team to define and prioritise required data, models and reporting, including inputs to churn propensity modelling • Ensure analysis is built in Hex rather than standalone spreadsheets • Maintain an accurate, up-to-date view of customer base performance, contract-end volumes and competitor activity for planning and forecasting • Present findings and recommendations to Customer Base Management, Marketing, Commercial, Finance and the Management Team • Share learnings, document analysis and help the wider team become more data-led • Report to the Senior Manager, Customer Base Management • Undertake other related ad hoc duties supporting business needs

🎯 Requirements

• Experience in a commercial, customer base, retention, CRM or trading analysis role, ideally within a subscription-based consumer business • Desire to build and develop further in this specialism • Strong analytical skills with a proven ability to turn large, messy customer and transaction datasets into clear insight and practical recommendations • Strong Excel skills • Confidence working in a modern analytics platform (Hex), or willingness to learn quickly • Comfortable working alongside data engineers and data scientists • Good understanding of customer base metrics, including churn, recontracting, ARPU, customer lifetime value, segmentation and campaign measurement • Commercially minded, with a genuine hunger to find opportunities to deliver better commercial results • Confidence to put a recommendation forward • Self-starter who takes ownership, sets own priorities and acts proactively without needing direction • Curious and rigorous; keen to test, learn and challenge assumptions • Disciplined about getting the numbers right • Clear and effective written and verbal communication skills • Able to explain analysis to non-technical stakeholders and influence decisions • Collaborative team player, comfortable working cross-functionally with marketing, data, product, commercial and finance stakeholders • Resilient and adaptable, thriving in a fast-paced and evolving environment

🏖️ Benefits

• 25 days’ paid holiday plus bank/public holidays (or 33 days total) • A day off for your birthday • Pension (auto enrolment) • Life assurance • Health cash plan or medical cover

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