Mgr, Residential Retention

Company: SPECTRUM
Location: Charlotte
Posted on: August 7, 2022

Job Description:

JOB SUMMARY
The Residential Retention Manager will oversee the day to day activities and performance management of in-house retention teams supporting in-bound customer retention efforts. The position is responsible for the implementation and management of initiatives designed to meet or exceed the customer, unit, and revenue retention goals. Monitoring and ongoing evaluation of supervisor and agent performance, competitive offers, trends and product positioning, retention offer usage, agent systems, performance reporting, and market analysis in order to ensure a positive customer experience and acceptable sales and retention performance.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience

Develop and implement retention tactics to increase customer loyalty to reduce churn while optimizing revenue and minimizing account discounting.
Create, recommend and execute proactive/reactive gap closure plans when trending over churn budget.

Continually review, track and analyze retention programs and existing customer base profiles for opportunities and gaps.

Partner with cross functional teams (i.e. Marketing, Care, Direct Sales) on business case development for customer retention programs.

Track offer performance and ensure offer mix has appropriate churn reduction and ARPU protection balance.

Develop and implement front line incentive reward/recognition programs specifically focused on retention of Charter's products and services.
Develop weekly retention performance reports to include, but not be limited to, disconnect by reason, number of saves, churn/migration analysis, and employee save summaries.

Effectively utilize all processes, data, reports, and programs to maximize department, campaign, and individual results.
Ensure competence and continuity of Retention Representatives and Retention Supervisor by assisting in recruiting, training and development, appraisal and motivation techniques and tools.

Develop accountability standards and manage employee productivity and performance.

Encourage feedback to cultivate a best-in-class knowledgeable and customer-oriented team environment.
Partner with other departments (i.e., Care, Network Operations Center, ) to ensure calls get routed correctly.

Partner with the KMAs/Field Representatives on disconnect processes with specific focus on better retention of non-pay customers and field saves.
Present to Sr Management and/or Leadership Team, as required.

Perform other duties as requested.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge of cable television products and services
Knowledge of cold call sales skills

Required Education
Bachelor's degree, customer service or related field, or equivalent experience

Required Related Work Experience and Number of Years
Demonstrated success in consumer credit/collection business management - 5+

PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to listen to and interpret the needs of customer and sales personnel
Ability to deal with the public in a professional manner
Ability to make decisions and solve problems while working under pressure
Ability to prioritize, organize effectively, and handle multiple projects and tasks.
Ability to supervise and motivate others
Ability to maintain high level of self-motivation
Ability to work in diverse and challenging atmosphere
Working knowledge of personal computer and software applications (i.e. word processing, spreadsheet, etc.)

WORKING CONDITIONS
Office environment
Travel required, approximately 15%

#LI-TT2 SRT500 316806 316806BR

Keywords: SPECTRUM, Charlotte , Mgr, Residential Retention, Other , Charlotte, North Carolina