Manager, Customer Retention
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Job Description
Manager of Customer Retention responsible for reducing churn and improving customer loyalty at broadband communications provider. Leading strategies to enhance customer experience and support team performance.
Responsibilities:
- Develop and execute customer retention strategies designed to reduce churn, improve customer satisfaction, and increase customer lifetime value.
- Lead day-to-day retention operations, including proactive outreach, save efforts, win-back initiatives, and service recovery processes.
- Analyze customer behavior, churn trends, and performance data to identify risks, opportunities, and actionable insights.
- Partner with Customer Care, Marketing, Product, Sales, Analytics, and Operations teams to create and implement retention programs that align with business goals.
- Establish and monitor key performance indicators such as churn rate, save rate, customer satisfaction, retention conversion, and revenue impact.
- Coach, develop, and support retention team members to ensure high-quality customer interactions, strong performance, and continuous growth.
- Review customer feedback, escalation trends, and operational challenges to identify process improvements and recommend solutions.
- Support testing and optimization of retention offers, messaging, scripts, workflows, and communication strategies.
- Prepare recurring reports, dashboards, and presentations for leadership that summarize retention performance, trends, risks, and opportunities.
- Ensure compliance with company policies, customer care standards, and applicable regulatory requirements.
Requirements:
- Bachelor’s degree in Business, Marketing, Communications, or a related field, or equivalent combination of education and experience.
- 5+ years of experience in customer retention, customer care, sales, loyalty, or related customer-focused functions.
- 2+ years of leadership or people management experience.
- Experience using data and reporting to drive decision-making and improve business performance.
- Strong understanding of customer lifecycle management, retention strategies, and churn mitigation practices.
- Demonstrated ability to lead cross-functional initiatives and influence stakeholders at multiple levels.
- Excellent communication, problem-solving, and organizational skills.
- Proficiency with CRM systems, reporting tools, and Microsoft Office applications, including Excel and PowerPoint.
Benefits:
- Health from Day One: Medical, dental, and vision plans start immediately
- Protect What Matters: Life insurance for you and your loved ones
- Recharge & Refresh: Generous paid time off for vacations, holidays, and personal days
- Plan for Tomorrow: 401(k) with 100% company match (up to 5%) from day one
- Extra Peace of Mind: Group legal plan and identity theft protection
- Learn & Earn: Tuition reimbursement up to $5,250 in your first year
- Give Back: Participate in community support programs across the U.S.
- Celebrate Wins: Recognition and awards programs highlight your achievements
- Grow Your Career: Clear advancement opportunities
- Team Vibes: Collaborative work environment where ideas and teamwork thrive
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