Description

Summary of Responsibilities: Bluepeak is seeking an experienced and motivated Senior Manager of Retention & Loyalty to join our team. You will report to the Director – Customer Success Strategy & Operations and be responsible for developing and executing programs and initiatives for the Care organization designed to reduce customer churn and maximize retention.

You should possess excellent communication, interpersonal, and critical thinking skills. Additionally, you should have in-depth knowledge of call center or retail store operations, processes and selling techniques and a proven track record with leading, mentoring and developing a team of professionals to achieve departmental and organizational goals.

What You Will Do:

• Lead a team focused on efforts to reduce churn (both voluntary and involuntary) across both new and existing customers, all while keeping a close eye on key performance indicators and call drivers

• Design and implement cutting-edge strategies to increase subscriber retention and loyalty while maximizing customer satisfaction

• Work with the Data Science team to deep dive into data, developing both quantitative and qualitative insights into our subscriber base and subscriber tenure to drive revenue retention initiatives across all subscriber stages

• Collaborate with the Director -Customer Success Strategy & Operations to design and execute innovative retention and reactivation programs, drawing on consumer insights and in-depth customer data analysis

• Build and strengthen cross-functional relationships with Call Center, Marketing, Sales and Field Services, to deliver a seamless customer experience

• Apply a rigorous testing approach, employing A/B testing and other data analysis techniques to refine campaigns and drive continuous improvement in customer engagement and retention

• Translate complex data insights into actionable strategies that boost subscription revenue and foster a community of loyal subscribers

What You Will Need:

• Excellent cross-functional collaboration abilities

• Familiarity with marketing and go to market initiatives, and payment processing technologies

• Strategic mindset with an analytical approach to decision-making

• Deep analytical capabilities with experience with data analysis and an innate ability to derive actionable insights from large and complex data sets

• Bachelor’s degree in a related field of business preferred

• Program design and delivery experience in multiple topics and geographies.

• Previous experience in telecommunications/broadband industry highly preferred

• 6+ years of proven experience in call center management or retail store operations role, with a focus on customer sales and retention

• Strong leadership skills with the ability to mentor and develop a team

• 5+ years of leading a team

• Experience with MS Office Suite: Outlook, PowerPoint, Word, Excel, OneNote.

• Prolonged periods of sitting at a desk and working on a computer.

• Regularly required to talk and hear.

• Frequently required to sit, bend, reach, push, and pull.

• Required to use hands, handle objects and paperwork.

• Required to be able to focus.

• Required to refrain from personal use of technology during working hours.

• Must have reliable transportation and a valid driver’s license.

• Must be able to pass a background and drug test prior to employment.

Why Work at Bluepeak?

• Competitive Compensation + Annual Bonus Eligibility

• Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)

• Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days

• Professional Development With an Emphasis on Internal Promotion

• Employee Discounts on Bluepeak Services, Including Internet

• Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!   

About Us

We believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building for you: Faster, more reliable, and without the things that get in the way of great service—like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we’re not only providing the best fiber connections in your community, but we’re also meeting the growing needs for how you live.

Bluepeak provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)