Customer Retention

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

 
We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

Job Summary

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.

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

Qualifications

• 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

At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stops. 

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. 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. 

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Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $242,760.00 - $346,800.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.