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Senior Retention Strategy Manager

2 months ago

Pierre, South Dakota, United States BluePeak Advisors Full time

Description

Overview of Responsibilities: BluePeak Advisors is in search of a skilled and driven Senior Retention Strategy Manager. Reporting to the Director of Customer Success Strategy & Operations, you will be tasked with the development and execution of programs aimed at minimizing customer attrition and enhancing retention within the Care organization.

Your role requires exceptional communication, interpersonal, and analytical skills. A deep understanding of call center or retail operations, processes, and sales techniques is essential, along with a proven history of leading, mentoring, and developing a team to meet departmental and organizational objectives.

Key Responsibilities:

+ Oversee a team dedicated to reducing both voluntary and involuntary churn among new and existing customers, while closely monitoring key performance indicators and call drivers.

+ Develop and implement innovative strategies to boost subscriber retention and loyalty, ensuring high levels of customer satisfaction.

+ Collaborate with the Data Science team to analyze data, generating both quantitative and qualitative insights into our subscriber demographics and tenure to inform revenue retention strategies across all subscriber phases.

+ Partner with the Director of Customer Success Strategy & Operations to design and roll out creative retention and reactivation initiatives, leveraging consumer insights and comprehensive customer data analysis.

+ Strengthen cross-functional relationships with Call Center, Marketing, Sales, and Field Services to ensure a cohesive customer experience.

+ Employ a rigorous testing methodology, utilizing A/B testing and other analytical techniques to refine campaigns and enhance customer engagement and retention.

+ Convert complex data insights into actionable strategies that increase subscription revenue and cultivate a community of loyal subscribers.

Qualifications:

+ Strong collaborative skills across various functions.

+ Knowledge of marketing initiatives and payment processing technologies.

+ Strategic mindset with an analytical approach to decision-making.

+ Advanced analytical skills with experience in data analysis and the ability to extract actionable insights from large, complex datasets.

+ Bachelor's degree in a relevant business field is preferred.

+ Experience in program design and delivery across diverse topics and regions.

+ Previous experience in the telecommunications or broadband sector is highly desirable.

+ A minimum of 6 years of experience in call center management or retail operations, focusing on customer sales and retention.

+ Proven leadership abilities with a track record of mentoring and developing a team.

+ At least 5 years of experience in a leadership role.

+ Proficiency in MS Office Suite: Outlook, PowerPoint, Word, Excel, OneNote.

+ Ability to maintain focus and work effectively in a desk-based environment.

+ Reliable transportation and a valid driver's license are required.

Why Choose BluePeak Advisors?

+ Competitive salary with annual bonus potential.

+ Comprehensive benefits package, including medical, dental, vision, life insurance, and 401(k).

+ Generous vacation and paid sick leave, along with paid holidays and personal days.

+ Commitment to professional development with a focus on internal promotion.

+ Employee discounts on BluePeak services, including internet offerings.

+ A progressive and inclusive workplace culture that provides the flexibility, support, and resources necessary for career success.

About Us:

At BluePeak Advisors, we believe that the quality of technology should not be determined by the size of the city. We are dedicated to providing faster, more reliable services without the hindrances of bureaucracy, hidden fees, or slow response times. With speeds of up to 5 gigabits for residential customers and 10 gigabits for businesses, we are revolutionizing the landscape of internet, television, and connectivity solutions. Our mission is to deliver the best fiber connections in your community while addressing the evolving needs of modern living.

BluePeak Advisors is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.