Manager, Residential Retention

JOB SUMMARY

The Residential Retention Manager will oversee the day to day activities and performance management of in-house retention teams supporting in-bound customer retention efforts. The position is responsible for the implementation and management of initiatives designed to meet or exceed the customer, unit, and revenue retention goals. Monitoring and ongoing evaluation of supervisor and agent performance, competitive offers, trends and product positioning, retention offer usage, agent systems, performance reporting, and market analysis in order to ensure a positive customer experience and acceptable sales and retention performance.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Develop and implement retention tactics to increase customer loyalty to reduce churn while optimizing revenue and minimizing account discounting.
• Create, recommend and execute proactive/reactive gap closure plans when trending over churn budget.
• Continually review, track and analyze retention programs and existing customer base profiles for opportunities and gaps.
• Partner with cross functional teams (i.e. Marketing, Care, Direct Sales) on business case development for customer retention programs.
• Track offer performance and ensure offer mix has appropriate churn reduction and ARPU protection balance.
• Develop and implement front line incentive reward/recognition programs specifically focused on retention of Charter's products and services.
• Develop weekly retention performance reports to include, but not be limited to, disconnect by reason, number of saves, churn/migration analysis, and employee save summaries.
• Effectively utilize all processes, data, reports, and programs to maximize department, campaign, and individual results.
• Ensure competence and continuity of Retention Representatives and Retention Supervisor by assisting in recruiting, training and development, appraisal and motivation techniques and tools.
• Develop accountability standards and manage employee productivity and performance.
• Encourage feedback to cultivate a best-in-class knowledgeable and customer-oriented team environment.
• Partner with other departments (i.e., Care, Network Operations Center, ) to ensure calls get routed correctly.
• Partner with the KMAs/Field Representatives on disconnect processes with specific focus on better retention of non-pay customers and field saves.
• Present to Sr Management and/or Leadership Team, as required.
• Perform other duties as requested.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Knowledge of cable television products and services

Knowledge of cold call sales skills

Required Education
Bachelor's degree, customer service or related field, or equivalent experience

Required Related Work Experience and Number of Years
Demonstrated success in consumer credit/collection business management - 5+

PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge

Knowledge of cable television and associated billing systems is strongly preferred

WORKING CONDITIONS
Office environment
Travel required, approximately 15%