Senior Customer Retention Analyst

About the Role

Key Responsibilities

• Analyze consumer and business churn data from multiple systems and sources to create meaningful reporting around customer retention trends
• Develop and test hypotheses that directly impact Kinetic's strategic, operational, and customer retention plans through financial modeling and analytical research
• Evaluate existing consumer and business trends regarding disconnect activity to understand and explain changing marketplace dynamics and customer sentiment including listening to and dissecting customer call/chat interactions
• Review customer retention and churn performance, especially against forecast, to determine areas of strength or weakness/risks
• Create actionable analysis that is easy to understand and can be conveyed across the Kinetic business unit and functional work groups
• Partner with both internal finance teams and external consultants to turn analysis into financial outlooks, including internal rate of return (IRR), payback period, free cash flow, and customer lifetime value
• Prepare presentations for the senior leadership team and broader audiences to describe the challenges, explain the analysis performed, and recommend action items to implement
• Create and leverage financial models to drive decisions based on the best returns and modify these models as needed to accommodate unique scenarios or questions not previously contemplated
• Assist in creating both short- and long-term units forecasts based on recent trends and related initiatives
• Identify key financial and non-financial risks and advise mitigants for those risks
• Conduct scenario and sensitivity analysis to support business decisions
• Manage projects aimed at churn reduction and develop reporting to track project impact

Requirements

• College degree of business focused in finance or accounting desired
• Must have 7 to 9 years of experience in business and/or finance roles
• Strong leadership and communication skills required
• Proficiencies in Excel, Tableau Desktop, PowerPoint, and SQL
• Extract, Transform, Load (ETL) tools are a plus
• Require excellent presentation skills across a broad range of audiences

Qualifications

• College degree of business focused in finance or accounting