Director, Customer Loyalty & Churn Management at Point Broadband | USA

Director, Customer Loyalty & Churn Management

USA (Remote)

Salary Not AvailableDirector/Executive10+ years expFull time

Posted 3 months ago

The other 99% submit and hope. You're about to do something different.

Drive the enterprise retention strategy and proactive programs to reduce churn and maximize LTV across segments.

Own the enterprise retention strategy, playbooks, and cross-functional governance.
Must-have: 10+ years in retention/churn roles in telecom or subscription, with scale impact.
Standout: Proven ability to shift from reactive to proactive retention, incl. save, winback, and proactive outreach.

Drive the enterprise retention strategy and proactive programs to reduce churn and maximize LTV across segments.

Define and own the enterprise retention strategy, churn targets, and roadmap
Lead 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 churn drivers, develop targeted remediation strategies, and enable trigger-based interventions
Support Loyalty Operations (save desk) with strategy, alignment on priorities and offers, and structured feedback loops
Partner with Marketing to develop and optimize retention and winback offers and campaigns
Lead A/B testing and test-and-learn frameworks to improve performance
Establish governance and performance tracking for retention initiatives