Responsibilities

• 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
• Identify market and segment level churn drivers
• Develop targeted remediation strategies

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
• 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
• Must be able to perform computer functions and operate routine office equipment
• Regularly required to talk, hear and communicate effectively
• Required to use hands to type, handle objects and paperwork
• Required to use close vision, see colors, and be able to focus

Preferred

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*