Description
Owns the company’s end‑to‑end retention strategy and churn outcomes, driving a shift from reactive save execution to proactive, data‑driven customer retention. This role defines the strategy, prioritizes initiatives based on customer and financial impact, and enables Loyalty Operations to execute effectively through clear playbooks, insights, and continuous optimization.
Remote – Successful candidate must live in one of the following states: AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, or VA.
Responsibilities
* Define and own the enterprise retention strategy, churn targets, and roadmap.
* Lead the evolution from reactive save models to proactive, predictive retention programs.
* Identify and size churn drivers and LTV impact across segments, markets, and customer journeys.
* Translate insights into clear retention playbooks across save and cancel interactions, winback strategies, and proactive outreach programs.
* Leverage data and analytics to identify market and segment level churn drivers, develop targeted remediation strategies, and enable trigger‑based and predictive interventions.
* Support and enable Loyalty Operations (save desk) by providing clear strategy and playbooks, ensuring alignment on priorities and offers, and creating a structured feedback loop to continuously refine strategy based on execution.
* Partner with Marketing to develop and optimize retention and win‑back offers, execute targeted campaigns, and lead A/B testing and test‑and‑learn frameworks to improve performance.
* Establish governance and performance tracking for save effectiveness, offer performance, revenue retained and durability, and proactive program lift.
* Drive cross‑functional alignment across Care, Digital, Sales, Product, and IT to ensure retention strategies are consistently executed and scaled.
Decision Rights
* Owns retention strategy, churn targets, and prioritization of initiatives.
* Influences offer design, segmentation, and testing roadmap.
* Sets enterprise retention frameworks and playbook standards.
Key Partnerships
* Loyalty Operations (execution of save and retention programs)
* Marketing (offers, campaigns, A/B testing)
* Analytics & Reporting (churn modeling, insights, dashboards)
* Care, Digital, Sales (channel execution)
* Product & IT (enablement and experience improvements)
Success Metrics
* Residential gross churn rate
* SMB gross churn rate
* Customer retained rate
* Revenue retained and LTV impact
* Proactive retention conversion and lift
* Offer effectiveness and save rate improvement
* ROI of retention programs
Qualifications
* 10+ years of experience in customer retention, churn strategy, customer experience, or related roles within telecom, subscription, or recurring revenue businesses.
* Proven track record of owning and improving churn and retention outcomes at scale.
* Experience building and leading enterprise retention strategies, including save, win‑back, and proactive retention programs.
* Strong background in data‑driven decision making, including churn analysis and segmentation, LTV modeling and ROI measurement, use of predictive analytics and customer insights.
* Demonstrated experience designing and scaling test‑and‑learn environments, including A/B testing of offers, messaging, and interventions.
* Experience partnering cross‑functionally with Marketing, Analytics, Operations, Product, and IT.
* Experience translating insights into clear, actionable playbooks that drive frontline execution and measurable results.
* Strong understanding of contact center and retention operations, with the ability to influence without directly owning execution.
* Experience leading through transformation or change, including shifting organizations from reactive to proactive operating models.
Physical Requirements
* Must be able to perform computer functions and operate routine office equipment.
* Regularly requires speaking, hearing, and effective communication.
* Required to use hands to type, handle objects and paperwork.
* Required to use close vision, see colors, and focus.
* Must be able to travel for business purposes on an occasional basis.
Benefits
* Medical, Dental and Vision
* Short Term Disability
* Flexible Spending Accounts
* Company‑Paid Life and Voluntary policies
* 401(k) with generous company match
* Paid Time Off
* Share of Care Paid Time Off
* Paid Holidays
* Uniform/Boot allowance (Applicable by Position)
* Cell Phone Allowance (Applicable by Position)
* Career Progression Opportunities
* Discounted Broadband Services (Where Applicable)
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