SVP, Customer Retention

Location: 

Long Island City, NY, US, 11101

Brand:  Optimum
Requisition #:  579

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.

Job Summary:                                                                                                                                                                                                       

The SVP of Customer Retention will lead Altice USA’s Optimum brand customer base management focusing in on retention and loyalty efforts, increasing the lifetime value of our customer base. The SVP of Customer Retention will be responsible for leading multiple Retention Call Centers, both in-house and third party managed. Focusing on activities that contribute to the retention of customers and enhancing the customer experience. An expert in customer engagement, build and maintain an Optimum customer retention strategy with cross-functional partnership in other areas of Optimum customer base management channels.  This role requires cross-functional solid leadership with retention marketing, product experience, operations, and analytics teams to deliver orchestrated customer experiences that create value for our customers and extend the subscriber lifetime value.

 

Impact of the Role:

Retention Call Center Operations:

  • Develop and implement retention strategies and best practices to achieve and surpass product and customer relationship retention.
  • Build, manage and ensure cascade of Optimum brand customer retention strategies and priorities into short- and mid-term objectives for the call center retention operations
  • Understand and drive the attainment of key performance indicators, including service level, quality, revenue, productivity and efficiency, reliability, and attrition objectives
  • Cross-functional partnership to ensure the processes and experiences of a customer are aligned to the processes the retention call center operations fulfill
  • Inspire and guide leadership of the retention teams to ensure employees are evaluated focusing on their development and utilizing the performance management processes.
  • Provide direction on hiring and staffing for call centers
  • Vendor management practices for supporting BPO partners based on workforce capacity and schedule adherence requirements.
  • Lead regular performance meetings to ensure the attainment of company and site goals, including BPO Sites

Retention Operations across non-call center channels:

  • Program management of customer retention efforts across all channels to ensure we have an executable plan and agreed-upon deliverables & dates
  • Responsible for partnering, ensuring alignment and executing retention playbook and protecting customer relationships, all lines of business, and revenue. 
  • Partner with Billing & Collection, E-commerce, Retail, and Sales Channels to streamline customer retention strategy and centralize customer retention operations.

Partnering with Base Management Strategy Group:

  • Partner with Retention Marketing to recommend offers and improvement strategies based on customer churn reasons and the competitive landscape.
  • Identify future needs within the competitive marketplace and recommend retention offers based on fact-based, market-driven insights and analyses.
  • Ensure the appropriate reporting/analytical framework is in place to garner the necessary insights that will drive actionable results

Leveraging Retention Analytics Data to recommend CX Improvements:

  • Partnering with CX team to maintain & measure departmental KPIs to garner actionable insights that will drive strategies around churn reduction and revenue optimization
  • Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization and creating a company-wide customer feedback loop from the customer retention lens.
  • Responsible for identifying process, policy, and operational gaps across the customer journeys that are attributing to customer churn

Expectations:

  • Ability to rapidly learn and influence leadership team across the Altice USA’s Optimum footprint to be visible and hands-on to both employees and customers
  • Strong thought leadership with subject matter expertise to drive passion amongst larger team to create a culture of experience and drive customer loyalty
  • Review and evolve the current customer base strategy, identify a roadmap, and articulate a strategy for enhancing processes, partnerships, and policies for both customers and employees
  • Ability to regularly be present in Altice USA Headquarters in Long Island City, NY; and travel to various call center sites
  • Strong stakeholder partnership across key leadership roles

 

 

Qualifications

  • Bachelor's or master’s degree. MBA is preferred
  • Minimum fifteen years’ experience in Retention or Customer Operations environment
  • Minimum ten years leadership experience. Experience within the Cable or Telecom industry is preferred
  • Extensive experience building & running customer retention and base management operations organization, with demonstrated results in driving enhanced productivity and improved operational metrics ideally, in Telco and Cable Industry
  • Extensive strategy skills and experience in Customer Base Management.  Specific experience with churn analytics, churn reduction strategies as well as root cause analysis and resolution are needed
  • Experience developing segmentation strategies, customer lifecycle and loyalty programs
  • BPO management experience including experience across multiple channels such as inbound, outbound, chat and email
  • Demonstrated ability to define business KPIs and establish measurement frameworks
  • Demonstration of excellent communication skills, both written and verbal, communicating effectively with customers, executives, leaders, program/initiative owners, stakeholders, and other audiences, as well as delivering presentations before large audiences
  • Direct experience managing and leading multiple teams, and cross-collaborating with other technology & operational partners in a large organization
  • Strong interpersonal and influencing abilities, particularly when influencing others who are not in your organization
  • An organized, detail-oriented individual capable of self-managing and multi-tasking in a fast-paced, demanding environment.
  • Data-driven mindset, using quantitative tools and analyzing unstructured feedback to inform the development of a customer retention strategy.
  • Strong bias for action and data-driven decision-making
  • Deep passion for customer success, coupled with a driving motivation to solve customer problems and continually improve customer experience

Leadership Competencies:

  • Thoughtful context thinker who can take a problem and think through the various impact lens to ensure driving the right, long-term, impactful resolution for both our customers and employees
  • Excellent communicator with a confident and collaborative style and adept at aligning internal and external stakeholders
  • Ability to compartmentalize multiple projects at the same time, while driving milestones for each.
  • Hands-on and adaptive leader who can reinvent the customer base management playbook and evolve the business for the current ecosystem
  • Inspiring leader who can assess, attract, and develop talent

 

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

 

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

 

Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $262,500 - $287,500 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.

 

Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.


Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City