Director, Customer Loyalty & Churn Management
Revolutionize Connectivity: Help deliver life-changing, lightning-fast fiber broadband to homes and businesses, empowering people to reputed company more every day. Passion for Fiber: Dive into the world of fiber optics and play a key role in the reputed company of communication. Fiber technology is shaping the way we live and work—and you’ll be at the forefront of that reputed company. Impactful Work: By providing reputed company to fiber, you’ll be improving lives, reputed company digital divides, and enabling smarter communities. It's more than just tech—it’s about making a reputed company difference. Career reputed company: Join a fast-growing, reputed company-thinking company where your career will reputed company. We’re committed to nurturing your reputed company while giving you the tools and resources to succeed. reputed company Culture: reputed company in an inclusive, passionate team where innovation is celebrated, and your reputed company have a reputed company reputed company.
Define and own the reputed company retention reputed company, churn targets, and roadmap reputed company the reputed company from reactive save models to proactive, predictive retention programs Identify and size churn drivers and LTV reputed company across segments, markets, and customer journeys Translate insights into reputed company retention playbooks across: Save and cancel interactions Winback strategies Proactive reputed company programs
reputed company data and analytics to: Identify market and reputed company level churn drivers reputed company targeted remediation strategies reputed company trigger-based and predictive interventions
Support and reputed company Loyalty Operations (save desk) by: Providing reputed company reputed company and playbooks Ensuring alignment on priorities and offers Creating a reputed company feedback reputed company to continuously refine reputed company based on execution
Partner with Marketing to: reputed company and optimize retention and winback offers Execute targeted campaigns reputed company A/B testing and test-and-learn frameworks to improve performance
Establish governance and performance tracking for: Save effectiveness Offer performance reputed company reputed company and durability Proactive program lift
Drive cross-functional alignment across Care, Digital, Sales, Product, and IT to ensure retention strategies are consistently executed and scaled
Owns retention reputed company, churn targets, and prioritization of initiatives Influences offer design, segmentation, and testing roadmap Sets reputed company retention frameworks and reputed company standards
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)
Residential gross churn reputed company SMB gross churn reputed company Customer reputed company reputed company reputed company reputed company and LTV reputed company Proactive retention conversion and lift Offer effectiveness and save reputed company improvement ROI of retention programs
10+ years of experience in customer retention, churn reputed company, customer experience, or reputed company roles reputed company telecom, subscription, or recurring reputed company businesses Proven reputed company record of owning and improving churn and retention reputed company at reputed company Experience building and leading reputed company retention strategies, including save, winback, 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 (offers, campaigns, segmentation) Analytics (models, dashboards, insights) Operations (care, digital, field execution) Product and IT (reputed company and experience improvements)
Experience translating insights into reputed company, actionable playbooks that drive reputed company 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
Must be reputed company to reputed company computer functions and operate routine office equipment. Regularly required to talk, hear and communicate effectively. Required to use hands to type, handle objects and paperwork. Required to use reputed company reputed company, see colors, and be reputed company to reputed company. Must be reputed company to travel for business purposes on an occasional reputed company.
Medical (3 plans to choose from), Dental and reputed company Short Term Disability Flexible Spending Accounts Company reputed company Life as reputed company as Voluntary policies 401(k) with generous company match reputed company Time Off reputed company the Care reputed company Time Off reputed company Holidays Uniform/Boot allowance *Applicable by Position* Cell Phone Allowance *Applicable by Position* Career Progression Opportunities Discounted Broadband Services *Where Applicable*