Customer Retention Strategy Manager

T-Mobile•Irvine, CA

1d•Onsite

About The Position

This role supports customer retention efforts by analyzing data and collaborating across functions to reduce customer churn among postpaid customers. It involves structuring analytical problems, developing churn intervention initiatives, and building arguments to gain collaborator consensus. The role leads the design and execution of testing and implementation plans for retention strategies with business leaders. Success is measured by the effectiveness of retention initiatives, impact on customer experience, and alignment with key company metrics. The work directly influences customer loyalty and contributes to improved organizational performance and customer satisfaction.

Requirements

Bachelor's Degree plus 2 years of related work experience OR combination of education and experience deemed equivalent (Required)
Argument Development (Required)
Communication (Required)
Cross-Functional Project Management (Required)
Customer Insights (Required)
Customer Retentions (Required)
Data Analysis (Required)
Financial Analysis (Required)
Collaborator Management (Required)
Critical Thinking (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Acceptable areas of study include Business, Finance, Accounting, Economics, Statistics, Engineering, Math, Physical Sciences or related field (Preferred)
2-4 years 2+ years working on customer-facing products or programs, or otherwise in a capacity responsible for ensuring positive customer experiences or business outcomes (Preferred)
2-4 years 1+ years related business strategy experience. (Preferred)

Responsibilities

Analyze customer data and feedback to identify problems and develop strategies that reduce customer churn
Lead projects that design and implement retention initiatives targeting specific customer segments or locations
Collaborate with internal partners across marketing, retail, finance, network, and care to build consensus and drive retention efforts
Synthesize analytical findings into clear presentations that inform decision-making by business leaders
Also responsible for other duties/projects as assigned by business management as needed