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Director of Retention Strategy & Execution
Altice
Long Island City, NY, United States
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Altice USA (NYSE: ATUS) is one of the largest broadband communications and video services providers in the United States, delivering broadband, pay television, telephony services, proprietary content and advertising services to approximately 4.9 million Residential and Business customers across 21 states through its Optimum and Suddenlink brands.
From high-speed broadband and ultra-HD video, to digital advertising solutions, local news and voice offerings, we are making connections possible around the country -- to businesses, to consumers, to communities, to schools, to hospitals, and everyone in between.
The Director of Retention Strategy and Execution is an integral part of the Customer Base Management team. This leader will own the strategy creation, process definition, execution and control of our customer retention initiatives across Altice USA’s regional footprint. Reporting into the VP – Customer Retention, this role is accountable to drive customer and revenue growth & implement operational enhancements to improve the customer journey. This high visibility role will partner cross-functionally to drive large scale change management and initiatives critical to the success of the Customer Base vertices.
The Director will create pricing strategies and customer experience refinements to mitigate retention call volume, ARPU erosion and churn. Understand the key inflection points of the customer journey to design/develop strategic & operational adjustments to simplify & improve the customer experience. Proactive and reactive retention strategy development, execution, and go to market planning to reduce churn & improve customer loyalty. Own project management and execution of Retention/Customer Base Management initiatives (e.g. rate event, rolloff, auto-pay, Altice One migrations, surprise & delight). Drive strategic revenue & customer growth initiatives through robust customer impact analyses, customer journey mapping and price elasticity. Execute on innovative and competitive marketing strategies, campaign developments and operational readiness plans. Design, develop & implement retention/loyalty strategies in partnership with Marketing, Customer Communication, Operations, Sales & Product Management teams. Partner cross functionally with retention operations to manage our offer portfolio & develop scripting for retention desk representatives. Map & optimize the end-to-end customer journey from acquisition through key inflection points (e.g. rate increases) to uncover & address all elements that lead to churn. Identify key training initiatives for front line staff to enhance product knowledge, competitor knowledge, save skills & delivery of a consistent approach to our customers. Standardize best practice, KPIs, and gaps across national footprint to impact the overall Retention teams.
• Bachelor’s degree with equivalent years industry or related business experience
• 7+ years’ leadership experience in a subscriber based environment required
• Project management experience strongly preferred
• Ability to travel from one location to another as needed
• Ability to effectively engage senior leadership and gain stakeholder buy-in; develop and articulate vision and strategy
• Experience managing multiple high visibility, complex projects with successful and positive execution/outcome
• Must possess excellent communication and influencing skills
• Customer retention experience strongly preferred
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace