Director, Customer Loyalty & Churn Management (PB) at Clearwave Fiber | Harrisburg, IL

Clearwave Fiber

Director, Customer Loyalty & Churn Management (PB)

Harrisburg, IL (Remote)

Salary Not AvailableDirector/Executive10+ years expFull time

Posted 2 months ago

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Job Summary

Drive proactive, data-driven retention strategy at scale and translate insights into frontline playbooks for proactive churn reduction.

Must-have: 10+ years in customer retention/churn strategy within telecom or recurring-revenue businesses.
Standout: Experience turning insights into actionable playbooks and frontline execution.

Job Description

Responsibilities

Owns the company’s end to end retention strategy and churn outcomes, driving a shift from reactive save execution to proactive, data-driven customer retention.
This role defines the strategy, prioritizes initiatives based on customer and financial impact, and enables Loyalty Operations to execute effectively through clear playbooks, insights, and continuous optimization.
Define and own the enterprise retention strategy, churn targets, and roadmap
Lead the evolution from reactive save models to proactive, predictive retention programs
Identify and size churn drivers and LTV impact across segments, markets, and customer journeys
Translate Insights Into Clear Retention Playbooks Across
Save and cancel interactions
Winback strategies
Proactive outreach programs
Leverage Data And Analytics To

Requirements

10+ years of experience in customer retention, churn strategy, customer experience, or related roles within telecom, subscription, or recurring revenue businesses
Proven track record of owning and improving churn and retention outcomes at scale
Experience building and leading enterprise retention strategies, including save, winback, and proactive retention programs
Strong background in data-driven decision making, including:
Churn analysis and segmentation
LTV modeling and ROI measurement
Use of predictive analytics and customer insights
Demonstrated experience designing and scaling test-and-learn environments, including A/B testing of offers, messaging, and interventions
Experience partnering cross-functionally with:
Marketing (offers, campaigns, segmentation)
Analytics (models, dashboards, insights)
Operations (care, digital, field execution)
Product and IT (journey and experience improvements)
Experience translating insights into clear, actionable playbooks that drive frontline execution and measurable results
Strong understanding of contact center and retention operations, with the ability to influence without directly owning execution
Experience leading through transformation or change, including shifting organizations from reactive to proactive operating models

Benefits

Medical, Dental and Vision
Short Term Disability
Flexible Spending Accounts
Company Paid Life as well as Voluntary policies
401(k) with generous company match
Paid Time Off
Share the Care Paid Time Off
Paid Holidays
Uniform/Boot allowance *Applicable by Position*
Cell Phone Allowance *Applicable by Position*

Clearwave Fiber

Our fast, reliable and secure fiber network provides our customers with the connectivity they need to support their needs now and in the future.BUSINESS FIBER INTERNETWhether your business requires a private, high-speed fiber connection or Dedicated Internet Access (DIA), our customizable, fiber-optic solutions will provide your business with the connectivity you need now and in the future. RESIDENTIAL SERVICESGet the speed and reliability you've been longing for with Clearwave's fiber internet. We offer several plans to ensure you receive the connectivity you need to support your lifestyle.

Savannah, Georgia, USA

373 employees (8 in marketing)

Clearwavefiber.com