Director Base Management & Retention in New York, NY at Windstream

Date Posted: 9/9/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    New York, NY
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/9/2019

Job Description

Job ID:19002824

Director – Customer Base Management & Retention

Description

*This role can be located anywhere in the US/Remote.

 

Overview

This role is responsible for spearheading cross-functional strategies and marketing efforts designed to achieve superior customer loyalty and advocacy and ultimately deliver net add targets by minimizing customer disconnects. This role will utilize customer behavior analytics, competitive analysis, network data, and market research to inform focused programs, promotions and communications that proactively and reactively address customer pain points and improve Customer Lifetime Value by extending customer tenure. The director will lead a team responsible for ideating and creating proactive and reactive retention/save programs, offers and tactics, a comprehensive lifecycle management strategy and touchpoint program, and the identification and articulation of opportunities for the customer to enhance their user experience and get the most out of the Kinetic offering, as well as support product up sell and revenue goals. The successful Director of Base Management and retention will work collaboratively with Base Marketing, Customer Care, Operations, Business Insights, and Marketing Ops to define, design, implement, and optimize programs and initiatives and to identify, document and communicate associated KPIs and status.

 

Roles/Responsibilities

•         Partner cross-functionally to mine churn data to identify retention program opportunities and contribute to the development and delivery of same

•         Oversee the maximization of customer retention programs and initiatives through optimization, expansion and augmentation

•         Oversee the development of customer lifecycle management programs and communications

•         Oversee cross-sell and upsell programs and inform the product roadmap to ensure development and prioritization of products and services that are mutually beneficial to customers and Kinetic by Windstream

•         Understand key consumer behavior metrics and insights to identify moments of receptivity within the consumer life cycle

•         Collaborate with front line organizations to define and stand up relationship-building programs for customers

•         Partner cross-functionally to understand and identify gaps in the customer journey and to mitigate those gaps

•         Work with Marcomm to inform brand messaging strategy and visual palette are relatable, believable and compelling to the embedded base

•         Mine competitive intelligence and consumer trend data to identify opportunities to leverage and update the product portfolio to enhance the customer experience

•         Define KPIs and track, measure and report on programs and progress to senior leadership


Job Requirements

Minimum Requirements:

College degree and 10 years professional level experience;or 14 years professional level related experience in consumer retention orloyalty marketing, or a related field; or an equivalent combination ofeducation and professional level related experience required.

Preferred Experience

•        Expertise in the development and implementation ofloyalty/retention programs and strategies

•        Understanding of churn/deactivation calculation and driveranalytics

•        Experience in offer and/or campaign development

•        Proficiency leading customer/ market research initiatives to meetdesired objectives

•        Adept at discovery and mining of secondary data sources to informbusiness cases and decisions

•        Experience in developing product or brand messaging or positioning

•        Experience leading cross functional teams/ task forces to achievecommon goals

•        Experience developing presentations and reporting to articulateprograms and performance to senior level executives

  • Experience leading a team of highly-motivated, extremely seasoned/ knowledgeable associates

•        Consumer base marketing & retention experience, preferably inthe telecom or technology industries

  • Flexible travel requirements up to 25%
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EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.