Customer Retention & Loyalty DirectorRequisition ID: 32494BR
Position Type: Full Time
Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers ‐ and our people.
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.