Wireless Retention Strategy and Performance Lead
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: The Retention Lead will play a pivotal role in developing and executing strategies to enhance customer loyalty and improve agent performance within the retention organization. This highly analytical and strategic individual will leverage a strong understanding of customer behavior, offer management, and operational analysis to drive measurable results. The role will be instrumental in analyzing customer feedback, optimizing offer strategies, managing operational incidents, and developing advanced AI/NBA solutions to proactively address churn and foster strong agent and network partnerships. Key Responsibilities: Customer Experience & Insights * Own the relationship with CXO to understand and incorporate customer feedback and insights into retention strategies * Analyze daily customer views and CXO cancel reasons to identify trends and opportunities for retention Offer Strategy & Performance * Own and optimize the agent loyalty offer waterfall, including device offers, and analyze its performance * Develop and manage save offer strategies, including operational and financial analysis, to gain alignment with finance on proposed strategies and testing * Partner with CXO on implementation, optimization, and performance management of save offers Operational Strategy & Management * Own the strategy for our incident playbook, mitigating incidents across the business * Own the strategy side of metrics for credits, calls, and call reasons, collaborating with CXO on implementation * Collaborate with cross-functional teams to develop, optimize, and manage the IVR strategy, enhancing customer experience and retention strategies Advanced Analytics & Partnerships * Own AI/NBA development and implementation, including existing credit battery recommendations * Work with the Foster City team on churn propensity models and develop proactive, commitment-based offers for high-risk customers * Foster strong agent partnerships to ensure effective strategy execution * Monitor the competitive landscape for retention best practices and opportunities * Collaborate with network partners to optimize retention efforts Qualifications: Education and Experience: * Bachelor's degree in Data Analytics, Business, Marketing, or a related field; advanced degree preferred * 5 years of experience in data analysis, retention, or a related field * Experience with offer management, financial analysis, and performance optimization Skills and Qualifications: * Strong analytical and critical-thinking abilities with a focus on detail and accuracy, and the ability to interpret complex data and translate it into actionable insights * Excellent communication and interpersonal skills, with the ability to convey complex findings clearly and actionably, and to collaborate effectively with cross-functional teams, including CXO, finance, and network operations * Proven ability to develop and implement strategic initiatives * Results-driven mindset with a proactive approach to problem-solving * 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 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. Visa sponsorship not available for this role
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