Customer Retention & Loyalty DirectorRequisition ID: 32494BR
Position Type: Full Time
A leading national telecommunications, media and entertainment company, Altice USA delivers residential and business services to more than 4.6 million total customers across 20 states. Our 18,000 employees have an unwavering commitment to customers and to providing quality products and outstanding service.
Our philosophy is built around our commitment to our employees, community and customers. We are committed to providing employees with opportunities for growth and development, as well as an environment where your ideas will help us drive our business and create a more meaningful employee experience.
Altice Business develops customized, commercial telecommunications services and solutions for medium- and large-size businesses, including hospitals and schools in the New York Tri-State area.
As a leader within the B2B Marketing organization, the Customer Retention & Loyalty Director will have full responsibility for designing, implementing, and managing modern loyalty and onboarding programs, identifying drivers and measurements of churn. Develops loyalty plans offering a more robust and engaging experience that spans across all of Altice USA B2B’s current platforms and customers. Partners with the product team and external platforms to architect and deploy a world class database and loyalty program. Partners with internal analytics teams to establish KPIs and measure performance of any and all programs that are implemented, including NPS and drivers of dissatisfaction. Achieves annual customer retention and life time value goals and convincingly communicate that story to senior management. Partners with Marketing, Creative, Product, and Operations teams to plan and implement all aspects of various customer loyalty and retention programs. Fully manages all internal and 3rd party relationships that will be required to execute retention and loyalty programs. Guides marketing communication strategies to ensure that retention needs are integrated into appropriate communications and marketing channels and plans (i.e., website, email, mobile). Actively and accurately report out program growth and results.
• 10+ years of relevant experience in the design, implementation, and day-to-day management of database and loyalty marketing programs in a large consumer facing enterprise
• Exceptionally strong analytical skills and mindset
• Strong organizational and project management skills, including strong follow through skills and the ability to manage and prioritize multiple projects, deadlines and work streams.
• Understanding of P & L management as well as direct marketing processes.
• Strong MS Office skills; SAS programming knowledge a plus
We are an Equal Opportunity Employer and maintain a drug-free and smoke- free workplace.