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Home // Business Area // Marketing // Consumer & Marketing // Day in a Life

Tom Chant

Head of Post Pay Trading Proposition

“The post pay team focuses on acquiring pay monthly customers, looking after them, rewarding them and getting them to re-sign with O2. As the Head of Post Pay Trading Proposition, I’m responsible for building the propositions that support all this. In other words, I work with the insight teams, teasing out what customers want. I then throw this insight into the melting pot along with data on market changes, customer feedback and any other relevant information. The result is a proposition that’s tailor-made to fit customers’ needs.

I really enjoy how my role lets me work on a variety of propositions. For example, I developed the iPhone 3GS proposition and brought it to market. I get to develop and build propositions for some six million customers – and then see them come to fruition. Some get propositions get knocked back, but it’s a real sense of personal achievement when they launch and work.

O2 is always innovating, in fact, it over-achieves. There’s tremendous industry and energy involved – so you’ve got to work hard to keep up. However, the company rewards entrepreneurial spirit and I think that’s unusual for such a big brand. Most organisations talk about putting the customer first, but in my opinion we really endeavour to do that at O2. Although the bottom line is key, it’s the customer experience that counts.”