Director Retention & Growth

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.

If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!

We are Optimum!

Job Summary

Responsible for developing and executing strategies to enhance customer loyalty, reduce churn, and drive revenue growth within the organization. This role requires a deep understanding of customer behavior, market trends, and a proactive approach to identifying opportunities for retention and upsell.

Responsibilities

• Retention Strategy Development and Customer Engagement
• 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-sell 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
• Data Analysis and Reporting
• 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
• Customer Segmentation
• 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.
• Collaboration with Sales and Marketing to align strategies and ensure a unified approach towards customer retention and growth.
• Provide input for the development of marketing materials and sales collateral that promote customer loyalty.
• Continuous Improvement by staying 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.
  
  

Qualifications

• 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.
  
  

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

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