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Vice President, Retention

Requisition ID: 31549BR
Bethpage, NY

Position Type:

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.

The Vice President of Retention will be responsible for the development and implementation of all operating strategies contributing to the retention of Altice USA residential customers. The VP, Retention will oversee all Altice USA residential retention call centers. 

The  VP, Retention will develop and deploy strategies that maximize product and customer relationship retention, including:
Operational standardization between all retention business units
Development of annual budget projections in partnership with internal stakeholders, interim forecasts and long range plans relative to subscriber retention
Departmental related expenditures, including managing to associated budget/forecasted guidelines
Continuously evaluating all retention programs and making recommendations to improve efficiency and maximize performance
Scheduling staff to meet call volume projections and service levels (ASA, Abandonment Rate, etc.)
Develop and oversee employee performance management to ensure superior customer satisfaction and experience
Proactively to identify opportunities and improve company practices and processes
Lead in the development of effective compensation programs to motivate, reward, and recognize sales performance in all retention call centers
Manage and resolve conflicts, demonstrate diplomatic leadership, and facilitate cooperative team efforts
Work with various levels of the organization and functional boundaries, with both internal and external partners, to improve performance

•    Bachelor’s degree with focus on sales, marketing, communications or related business experience
•    Strong sales operational expertise with a minimum of 10 years in sales/marketing
•    Minimum 10+ years proven success in sales management role required, with at least 5 years managing a large telemarketing/call center environment. 
•    8+ years in sales in cable/telecommunications industry with strong understanding of competitive landscape
•    Advanced experience budgeting and forecasting operating expenses and sales goals based on recent trends
•    Ability to travel more than 25% of the time and successfully lead and inspire a virtual sales force
•    Demonstrated ability to analyze problems, probe facts, identify and question assumptions and find creative and effective solutions to meet business goals without comprising customer satisfaction
•    Significant experience financial/statistical budgeting experience
•    Strong negotiation and influencing skills
•    Enthusiastic leader with skill and experience creating an energetic and high performing sales culture
•    Can build presentations appropriate for executive audiences and present the story behind the data 
•    A strong collaborator and influencer in cross functional and interdependent teams
•    Ability to work in a fast paced environment under tight deadliness
•    Challenges the status quo to identify areas for improvement, efficiency and effectiveness

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