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Senior Director, SMB Retention
Spectrum
Charlotte, NC, United States
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JOB SUMMARY
Reporting to the GVP of Retention for Charter, the Sr. Director, Small & Medium Business Retention will lead the overall retention strategy and execution efforts to increase overall retention rates and improve customer relationship and revenue growth for Charter’s Small-Medium Business segment. This role is responsible for implementing a save and retention program based upon tenure and “tested” save scripting around four key controllable causal factors: competition, service, promotional roll-off status and rate increase, along with other key programs to drive overall growth. This role will work collaboratively between the corporate marketing team and operations to identify, enhance and execute retention tactics to drive customer lifetime value and reduce churn. This role will also work hand in hand with our Residential Retention group to uncover synergies across business segments.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience
Drive long term strategic impact that enables profitable subscriber growth in an operationally friendly manner that facilitates improved customer retention metrics and reduced service and support expenses.
Identify key training initiatives to enhance product knowledge, competitor knowledge, saves skills, and sales skills for save teams.
Determine retention strategies for the retention call center including save tactics, business closure, movers programs, retention scripting, save offers, compensation, call routing, and operations and/or marketing programs while maintaining budgeted churn rates.
Lead retention strategies and best practices with short and medium term impact focused on cross functional churn reduction initiatives to meet PSU growth targets.
Oversee implementation of retention playbook; suggest and implement key strategic changes to playbook
Work to standardize best practices, compensation, KPI’s, identify gaps in support, and identify headcount to facilitate regional standardization and consolidation of retention centers.
Partnering with Marketing--Design, test, lead and manage the implementation and analysis of pricing and programs, offers that will improve overall churn.
Work effectively with corporate marketing team, heads of Operations, Care leaders and Tech Ops leaders, and skillfully navigate through the logistics of cross functional management teams in Inbound Sales, Outbound Sales, Learning and Development, Talent Management, Marketing and Finance.
Coordinate with regional and corporate initiatives that drive PSU and revenue growth for the B2B markets.
Partner with analytics team to refine and enhance promo roll-off strategies and performance.
Lead 100+ commission-earning professionals (agents and leaders) in a fast-paced, ethical Sales environment, inspiring strong employee engagement and long term growth and learning.
Collaborate strongly with Residential Retention on strategic synergies and operations.
REQUIRED QUALIFICATIONS
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Strong customer focus and proven customer advocacy
Proven success in Call Center management experience
Extensive knowledge of call center platforms and technology
Knowledge of key elements that comprise the end-to-end customer experience
Ability to communicate with all levels of management and company personnel
Ability to define key performance indicators / metrics
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects simultaneously
Ability to supervise and motivate others
Proven track record of developing staff and maintaining a high standard of employee relations
Knowledge of broadband products and services
Strong financial/analytical skills; experience developing and presenting business plans
Requires leadership experience in high-volume, fast-paced environments requiring teamwork, flexibility, and change management across multiple channels
Workforce management strategy experience
Education
Bachelor's degree required in business or related field or equivalent experience
MBA/master’s degree preferred
Related Work Experience Number of Years
Overall business experience 12+
Call Center leadership/management experience
Marketing analytics experience preferred
Customer Retention/Loyalty or Sales experience 12+
Telecommunications industry experience preferred 12+
WORKING CONDITIONS
Office environment
Travel as required between the existing centers as well as various Charter offices