Senior Marketing Operations Lead - Retention
US-CO-Littleton
Attract-careers1
Req #: 94353
Type: Fulltime-Regular
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Overview: Our Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a passion for change and the power to drive it, we continue to push boundaries and be a disruptive force in the market. Responsibilities: Are you a highly analytical and strategic individual passionate about customer loyalty, churn prevention, and driving measurable business outcomes? DISH Wireless is seeking a Wireless Retention Strategy & Performance Lead to play a pivotal role in developing and executing cutting-edge strategies to enhance customer lifetime value and optimize agent performance within our retention organization. This position is instrumental in leveraging data science, business intelligence, and advanced AI/Machine Learning solutions to proactively address churn, identify key trends, and foster strong agent and network partnerships. If you're a results-driven professional eager to make a significant impact on our customer experience and bottom line, this is the opportunity for you. NOTE: Visa sponsorship not available for this role now or in the future. Key Responsibilities Customer Experience & Insights * Own the relationship with the Customer Experience Organization to deeply understand and strategically incorporate customer feedback and insights into our retention strategies, ensuring a customer-centric approach. * Conduct in-depth analysis of daily customer views and Customer Experience Organization cancel reasons to identify critical trends, root causes, and actionable opportunities for retention improvement. Offer Strategy & Performance * Own and continuously optimize the agent loyalty offer waterfall, including innovative device offers, performing rigorous analysis of its performance and impact. * Develop and manage sophisticated save offer strategies, including comprehensive operational and financial analysis, to secure alignment with finance on proposed strategies and testing methodologies. * Partner closely with the Customer Experience Organization on the seamless implementation, ongoing optimization, and performance management of all save offers, driving continuous improvement. Operational Strategy & Management * Own the strategic development and execution of our incident playbook, proactively mitigating business-wide incidents that impact retention. * Lead the strategy side of key metrics for credits, calls, and call reasons, collaborating effectively with the Customer Experience Organization on their successful implementation and monitoring. * Collaborate with cross-functional teams to develop, optimize, and manage the IVR strategy, significantly enhancing the customer experience and fortifying retention efforts. Advanced Analytics & Partnerships * Own the end-to-end AI/NBA (Next Best Action) development and implementation, including refining existing customer budget recommendations and exploring new applications. * Work collaboratively with advanced analytics teams on enhancing churn propensity models and developing proactive, commitment-based offers tailored for high-risk customers, utilizing advanced analytical techniques. * Foster strong, collaborative agent partnerships to ensure effective strategy execution and drive consistent performance. * Continuously monitor the competitive landscape for retention best practices and identify emerging opportunities to maintain our competitive edge. * Collaborate strategically with network partners to optimize retention efforts, ensuring a holistic approach to customer loyalty. Qualifications: Education * Bachelor's degree in Data Analytics, Business, Marketing, or a related quantitative field. Advanced degree preferred. Experience * 5+ years of progressive experience in data analysis, customer retention, marketing analytics, or a related strategic field. * Proven experience with offer management, financial analysis, and performance optimization in a dynamic environment. Skills * Strong analytical and critical-thinking abilities with an exceptional focus on detail and accuracy, coupled with the ability to interpret complex data and translate it into clear, actionable insights. * Excellent communication and interpersonal skills, with the ability to convey complex findings clearly and persuasively to diverse audiences, and to collaborate effectively with cross-functional teams, including the Customer Experience Organization, finance, and network operations. * Proven ability to develop and implement impactful strategic initiatives that drive measurable business outcomes. * Results-driven mindset with a proactive and innovative approach to problem-solving and a dedication to continuous improvement. * Proficiency in data visualization tools (e.g., Tableau) and advanced Excel skills. * Familiarity with AI/NBA tools and their application in customer retention is a significant plus. This position is ideal for a highly analytical and strategic individual passionate about enhancing customer loyalty, optimizing agent performance, and driving measurable business outcomes through data-driven insights and proactive retention strategies. Join us in a pivotal role that directly impacts our customer lifetime value and significantly reduces churn.
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