VP- Customer Engagement

Altice USA
United States, New York, Long Island City
Dec 19, 2024
Optimum 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 areOptimum! Job Summary The Vice President of Customer Engagement will lead the development and management of programs designed to enhance customer lifetime value (LTV) through strategic product management, engagement initiatives, and referral programs. Initially, this role will concentrate on the end-to-end go-to-market (GTM) strategy for Video Conversion, ensuring that Optimum meets our annual objectives, while building out the team and capabilities to manage onboarding, referral and mover programs. Responsibilities Lead Base Management Initiatives: Develop and implement comprehensive Base Management programs aimed at improving customer LTV through effective product management and engagement strategies. Video Conversion GTM Strategy: Drive the end-to-end GTM strategy for Video Conversion, collaborating with cross-functional teams to ensure successful execution and alignment with corporate goals. Enhance Customer Engagement: Design and implement engagement programs that foster strong customer relationships, increase product adoption, and enhance overall satisfaction. Develop Referral Programs: Create and manage customer referral programs that incentivize existing customers to refer new users, thereby increasing customer acquisition and enhancing brand loyalty. Oversee Onboarding Strategy: Implement effective onboarding strategies that ensure new customers have a seamless transition and experience with our products, facilitating early engagement and long-term retention. Manage Mover Program: Oversee the Mover program, ensuring that customers who relocate have a smooth experience and continue to engage with Optimum's offerings. Monitor and Analyze Performance: Establish metrics to evaluate the effectiveness of Base Management programs, utilizing data analytics to inform decision-making and strategy adjustments. Collaborate Across Departments: Work closely with teams in Product, Marketing, Sales, and Customer Care to ensure alignment and drive success across all customer engagement initiatives. #LI-GW1 Qualifications Minimum of 10 years of experience in customer engagement, product management, or related fields, with a proven track record of enhancing customer lifetime value Bachelor's degree required; advanced degree preferred Strong understanding of the telecommunications or subscription service industries, with insight into customer behavior and market trends Exceptional analytical skills, with the ability to interpret data and translate it into actionable strategies Proven experience in leading cross-functional teams and managing complex projects from conception to execution Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels of the organization Strategic thinker with a results-oriented mindset, capable of developing and executing long-term plans while also addressing immediate challenges Experience in developing customer onboarding and referral programs that drive engagement and retention Ability to thrive in a fast-paced environment, managing multiple priorities and deadlines effectively 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 committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law. Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQfor further details. This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $178,500.00-$255,000.00/year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.