Retention Strategy & Analytics Lead

Dish Network

Littleton, CO

Full Time

Senior

72k-103k

1 day ago

Job Description

About the Role

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV. The Retail Wireless team, serving Boost Mobile and Gen Mobile, is redefining consumer expectations through new platforms, business models, and innovative thinking. Equipped with a first-of-its-kind 5G network, we are the nation's fourth facilities-based wireless carrier and a disruptive market force. The Retention Strategy & Analytics Lead will play a pivotal role in developing and executing strategies to enhance customer loyalty and improve agent performance within the retention organization, leveraging data analysis, customer insights, and advanced AI solutions.

Key Responsibilities

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
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 align with finance on proposed strategies and testing
Partner with CXO on implementation, optimization, and performance management of save offers
Own the strategy for incident mitigation, including managing the incident playbook across the business
Own metrics related to credits, calls, and call reasons, collaborating with CXO on their implementation
Collaborate with cross-functional teams to develop, optimize, and manage the IVR strategy
Own AI/NBA development and implementation, including 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

Requirements

Bachelor's degree in Data Analytics, Business, Marketing, or a related field; advanced degree preferred
At least 5 years of experience in data analysis, retention, or related fields
Experience with offer management, financial analysis, and performance optimization
Strong analytical and critical-thinking skills with attention to detail
Ability to interpret complex data and translate insights into actionable strategies
Excellent communication and interpersonal skills for cross-functional collaboration
Proven ability to develop and implement strategic initiatives
Results-driven mindset with proactive problem-solving skills
Proficiency in data visualization tools such as Tableau and advanced Excel skills
Familiarity with AI/NBA tools and their application in customer retention is a plus

Nice to Have

Familiarity with AI/NBA tools and their application in customer retention

Qualifications

Bachelor's degree in Data Analytics, Business, Marketing, or related field
5 years of relevant experience

Benefits & Perks

Flexible health perks including flexible spending accounts and HSA
401(k) Plan with company match
Employee Stock Purchase Plan (ESPP)
Career development opportunities
Flexible time away plan
All benefits details available at DISH Benefits

Working at Dish Network

Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We value diversity, innovation, and proactive problem-solving, and strive to create a collaborative environment that supports growth and excellence.

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