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Retention Strategy Manager in Englewood, CO at WOW!

Date Posted: 1/18/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Englewood, CO
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    1/18/2019
  • Job ID:
    5000453018006

Job Description

Mgr., Retention Strategy


 


The Manager, Retention Strategy will be responsible for implementing and continually refining the customer retention strategy for WOW!. Reporting to the Director of Customer Experience and Retention, this role will be responsible for understanding business priorities, developing and tracking retention KPIs, leading cross-functional project teams and using quantitative and qualitative data to optimize the retention performance and will interface with senior executives and manage multiple projects and priorities



Duties and Responsibilities:



Essential duties and responsibilities include but are not limited to those listed below:




  • Leads cross functional teams responsible for designing, building and optimizing retention programs

  • Balance subscriber retention performance with other business priorities such as revenue per subscriber, ARPU and RGU retention

  • Collaborate with the Business Intelligence and Care/Sales teams to define business and data requirements to build and enhance the customer experience across all stages of the customer lifecycle to drive retention

  • Develop, enhance and track retention KPIs

  • Manage offer strategy, scripting and KPIs for retention call center agents

  • Work with Business Intelligence and IT teams to develop insights and predictive models to optimize subscriber, RGU and revenue retention

  • Develop and implement ongoing testing and measurement of retention programs

  • Quantify the business impact of the programs developed and continue to enhance performance over time

  • Distill complex retention data and reporting into easily consumable executive-facing reports and summaries

  • Identify new opportunities for customer engagement and experience through additional channels, tools and programs

  • Manage budget within corporate guidelines; monitor actual expenses and reforecast as necessary

  • Other duties as assigned



Qualifications:



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Education:


 


Bachelor's Degree; MBA Preferred



Experience:


 



  • 5+ years cable/telecommunications industry experience preferred

    • 2+ years of direct management experience

    • Customer journey and analytics experience is a plus





  • Experience in leading the design and execution of programs across multiple functional teams

  • Experience in creating, testing, and measuring retention strategies to drive customer loyalty and increased revenue per subscriber

  • Always a data driven strategist, curious to learn more about customer behavior and key drivers of subscriber churn

  • Technically proficient and knowledgeable in architecture that gathers customer information and feeds database solutions that drives and supports CRM strategies

  • Proven cross functional team leader and project manager who can interface with all levels including Senior Management

  • Must be able to motivate, develop and direct staff and teams as they work.

  • Strong thought leadership skills coupled with excellent collaborative and influencing traits

  • Ability to act as a change agent within the organization.

  • Strong organization, process documentation, project management and follow up skills

  • Strong communication skills: listening, verbal, and written



Computer Skills:



Word processing, spreadsheets, internet software, email, database software, PowerPoint



Physical Demands/Working Conditions:



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.




  • regularly required to talk and hear

  • required to use hands to type, handle objects and paperwork

  • required to reach and hold on to items at chest level or reach above the shoulder

  • required to use close vision and be able to focus

  • some travel may be required



WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer

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