Director Retention & Growth

Altice USA

Tyler, TX

Full Time

Director

about 2 months ago

Job Description

About the Role

The Director of Retention & Growth at Optimum is responsible for developing and executing strategies to enhance customer loyalty, reduce churn, and drive revenue growth. This role requires a deep understanding of customer behavior, market trends, and a proactive approach to identifying opportunities for retention and upsell. Optimum is a leader in connectivity solutions, committed to empowering lives and fostering community through reliable, high-speed connectivity services. The company values taking ownership, transparency, creating community, and demonstrating expertise, fostering a culture of collaboration, innovation, and continuous learning.

Key Responsibilities

Analyze customer data to identify patterns, trends and factors influencing retention
Develop and implement comprehensive retention strategies to reduce customer churn
Collaborate with cross-functional teams to align products/service improvements with customer needs
Implement customer engagement programs to increase satisfaction and build long-term relationships
Design and oversee customer feedback mechanisms to gather insights for continuous improvement
Develop personalized communication strategies to keep customers informed and engaged
Identify opportunities for upselling and cross-selling based on customer usage and preferences
Collaborate with sales and marketing teams to design and implement targeted campaigns
Monitor and analyze the effectiveness of upselling initiatives, adjusting strategies as needed
Utilize data analytics tools to track and report on key performance indicators related to retention and growth
Provide regular reports and insights to senior management, highlighting successes and areas for improvement
Develop and implement customer segmentation strategies to tailor retention and growth initiatives for different customer segments
Collaborate with marketing to create targeted messaging and campaigns based on customer profiles
Align strategies with sales and marketing to ensure a unified approach towards customer retention and growth
Provide input for marketing materials and sales collateral that promote customer loyalty
Stay informed about industry trends, competitor activities, and emerging technologies impacting customer retention
Regularly assess and refine retention and growth strategies based on changing market dynamics

Requirements

Bachelor's degree in Business, Marketing, or a related field; Master's degree is a plus
Proven experience in a similar role, demonstrating success in improving customer retention and driving growth
Strong analytical skills with the ability to interpret data and translate insights into actionable strategies
Excellent communication and interpersonal skills for collaborating with cross-functional teams
Knowledge of customer relationship management (CRM) tools and data analytics platforms
Strategic thinker with the ability to balance long-term goals with immediate business needs
Results-driven mindset with a focus on achieving key performance indicators and business objectives

Nice to Have

Experience with advanced data analytics tools and techniques
Experience in the telecommunications or connectivity industry
Additional certifications in marketing, data analysis, or customer experience

Qualifications

Bachelor's degree in Business, Marketing, or a related field; Master's degree is a plus

Benefits & Perks

Not specified in the description

Working at Altice USA

Optimum's culture is built around four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. The company emphasizes proactive problem-solving, open and honest communication, fostering collaboration and innovation, continuous learning, and delivering top-quality products and services. These values shape a culture of excellence, trustworthiness, and community engagement.

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