SVP Customer Retention

Optimum • New York, NY

1d • $242,760 - $346,800

About The Position

The SVP of Customer Retention will lead Optimum’s brand customer base management focusing in on retention and loyalty efforts, increasing the lifetime value of our customer base. The SVP of Customer Retention will be responsible for leading multiple Retention Call Centers, both in-house and third party managed. Focusing on activities that contribute to the retention of customers and enhancing the customer experience. An expert in customer engagement, build and maintain an Optimum customer retention strategy with cross-functional partnership in other areas of Optimum customer base management channels. This role requires cross-functional solid leadership with retention marketing, product experience, operations, and analytics teams to deliver orchestrated customer experiences that create value for our customers and extend the subscriber lifetime value.

Requirements

• Bachelor's or master’s degree. MBA is preferred
• Minimum fifteen years’ experience in Retention or Customer Operations environment
• Minimum ten years leadership experience. Experience within the Cable or Telecom industry is preferred
• Extensive experience building & running customer retention and base management operations organization, with demonstrated results in driving enhanced productivity and improved operational metrics ideally, in Telco and Cable Industry
• Extensive strategy skills and experience in Customer Base Management. Specific experience with churn analytics, churn reduction strategies as well as root cause analysis and resolution are needed
• Experience developing segmentation strategies, customer lifecycle and loyalty programs
• BPO management experience including experience across multiple channels such as inbound, outbound, chat and email
• Demonstrated ability to define business KPIs and establish measurement frameworks

Responsibilities

• Develop and implement retention strategies and best practices to achieve and surpass product and customer relationship retention
• Build, manage and ensure cascade of Optimum brand customer retention strategies and priorities into short- and mid-term objectives for the call center retention operations
• Understand and drive the attainment of key performance indicators, including service level, quality, revenue, productivity and efficiency, reliability, and attrition objectives
• Cross-functional partnership to ensure the processes and experiences of a customer are aligned to the processes the retention call center operations fulfill
• Responsible for partnering, ensuring alignment and executing retention playbook and protecting customer relationships, all lines of business, and revenue
• Partner with Billing & Collection, E-commerce, Retail, and Sales Channels to streamline customer retention strategy and centralize customer retention operations
• Partnering with CX team to maintain & measure departmental KPIs to garner actionable insights that will drive strategies around churn reduction and revenue optimization

What This Job Offers

• Job Type: Full-time
• Career Level: Executive