Manager, Customer Retention

Cox Communications
$76,000.00 - $114,000.00 / yr
parental leave, paid time off, paid holidays, flex time, 401(k)
United States, Oklahoma, Arcadia
May 06, 2025
Manager, Customer Retention The Manager, Customer Retention is responsible for providing leadership to and management of the Customer Retention staff through managing and coordinating the development of retention strategies and monitor the application of set strategies and organizational goals while striving for continual improvement in processes as well as staff development. Responsible for ensuring training plans and timelines are in place as well as performance monitoring an emphasis on continued improvement in revenue expectations, efficiencies, productivity and quality objectives. Ensures that all teams are providing best in class service to customers. What You'll Do Manages, coaches, mentors, develops and provides support to Customer Retention staff Ensures training needs are met so that Cox is providing best in class service to customers while resolving customer concerns, overcoming customer objections and retaining customers and revenue Monitors all performance metrics on an ongoing basis to ensure success and continuous improvement in each of them Consistently delivers upon leadership commitments to conduct one-on-one meetings with team members that include meaningful career development coaching and conducts regularly scheduled staff meetings Identifies causes of customer dissatisfaction and develops strategies to ensure the organization's goals regarding satisfaction of customer expectations are being met Evaluates team's performance in terms of productivity and quality to insure objectives are met. Ensures consistency of monitoring, coaching and content of methods and procedures Maintains relationships with other operating units to maximize the effectiveness of Customer Retention efforts Oversees staff training plans and timelines and ensures professional development for team members Develops or contributes to the development of an operating plan and budget and manages expenses within a budget or as part of a larger budget Perform other related duties as required What's In It For You Here's a sneak peek of the benefits you could experience as a Cox employee: A competitive salary and top-notch bonus/incentive plans. A pro-sales culture that honors what salespeople (like you!) contribute to our success. Exceptional work-life balance, flexible time-off policies and accommodating work schedules. Comprehensive healthcare benefits, with multiple options for individuals and families. Generous 401(k) retirement plans with company match. Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance. Professional development and continuing education opportunities. Access to financial wellness/planning resources. Check out all our benefits. Who You Are Minimum Bachelor's degree in a related discipline and 6 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and 1 year experience in a related field; or 10 years' experience in a related field * 1+ year of experience in management or lead role Ability to effectively motivate and engage direct reports to achieve and surpass regional goals Demonstrated ability to coach and develop Proven ability to execute tactical goals in support of national strategy and vision Excellent interpersonal, leadership, presentation and collaborative skills to work effectively with teams throughout organization Strong quantitative, analytical, and conceptual thinking skills and an attention to detail Excellent verbal and written communications as well as effective time management skills Demonstrated ability to develop and maintain positive working relationships with internal and external customers and quickly adapt to changes in process, requirements, goals, and organizational change Available to work flexible schedules, including rotating on-call positions, nights, weekends, and holidays Requires strong knowledge of Microsoft Office Word, PowerPoint, Excel, and Outlook Preferred AS/AA or BS/BA degree in related discipline 3+ years of experience in a position of influence/people leadership Knowledge of ICOMS Experience in telecommunications industry Join the Cox family of businesses and make your mark today! USD 76,000.00 - 114,000.00 per year Compensation: Compensation includes a base salary of $76,000.00 - $114,000.00. The salary rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience. In addition to the salary range identified herein, this role is also eligible for an annual incentive/commission target of $16,572.00. Benefits: The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.