Retention Business Development Manager
1 month ago
We are seeking a dedicated and customer-focused individual to join our team as a Retention Business Development Manager. In this role, you will be responsible for enhancing customer satisfaction, reducing churn, and improving Net Promoter Scores (NPS) by implementing retention strategies and delivering exceptional customer experiences. If you are passionate about delighting customers and ensuring long-term satisfaction, we want to hear from you.
Responsibilities
Customer Engagement Proactively engage with existing broadband services customers to understand their needs, concerns, and usage patterns. Build and maintain positive relationships through personalized communication channels, including phone calls, emails, and social media. Retention Strategy Implementation Develop and implement effective retention strategies to reduce churn and increase customer loyalty. Analyze customer feedback and data to identify trends and opportunities for improvement. Customer Delight Initiatives Spearhead initiatives to delight customers, going above and beyond to exceed expectations. Collaborate with cross-functional teams to implement creative and customer-centric programs. Issue Resolution Address customer concerns and issues promptly, working closely with technical support and other departments to ensure swift resolution. Implement preventive measures to proactively address potential challenges. Customer Education Provide customers with information about additional services, features, and benefits, enhancing their overall experience. Conduct regular training sessions to educate customers on maximizing the value of our broadband services. Monitoring Customer Metrics Monitor and analyze customer satisfaction metrics, including NPS, to identify areas for improvement and implement targeted strategies. Track and report on customer retention rates and contribute to overall business performance reporting. Feedback Collection Establish mechanisms for collecting customer feedback and insights, ensuring a continuous feedback loop for improvement. Use feedback to drive product and service enhancements that align with customer needs.
Qualifications
Bachelor’s degree in business, marketing, or a related field. Relevant experience may be considered in lieu of a degree. Proven experience in customer retention, account management, or a related customer-centric role. Strong understanding of broadband services and related technologies. Excellent communication and interpersonal skills, with the ability to empathize and connect with customers. Analytical mindset with the ability to interpret data and metrics to inform decision-making. Proactive and solution-oriented approach to customer challenges. Familiarity with Customer Relationship Management (CRM) software is a plus Preferred Experience 5+ years customer facing interaction and problem-solving experience preferred. Past team leadership experience preferred.At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements. Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law. Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our for further details.
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