Manager, Customer Retention

## About the Role The Manager, Customer Retention will play a critical role in developing and executing strategies to reduce churn, improve customer satisfaction, and increase customer lifetime value. This role will lead day-to-day retention operations, including proactive outreach, save efforts, win-back initiatives, and service recovery processes. The successful candidate will be a strategic and hands-on leader, able to balance operational execution, performance analysis, and team development in a fast-paced environment. The customer retention team is a key part of Sparklight Enterprise's overall business strategy, and this role will report to senior leadership.

The ideal candidate will have a deep understanding of customer behavior, churn trends, and performance data, which will be used to identify risks, opportunities, and actionable insights. This role will also partner with various teams, including Customer Care, Marketing, Product, Sales, Analytics, and Operations, to create and implement retention programs that align with business goals.

Sparklight Enterprise is committed to providing a positive and inclusive work environment, where all employees can thrive and grow. As a remote role, the Manager, Customer Retention will have the flexibility to work from anywhere, while still being an integral part of the team.

## What You Will Do - Develop and execute customer retention strategies designed to reduce churn, improve customer satisfaction, and increase customer lifetime value - Lead day-to-day retention operations, including proactive outreach, save efforts, win-back initiatives, and service recovery processes - Analyze customer behavior, churn trends, and performance data to identify risks, opportunities, and actionable insights - Partner with Customer Care, Marketing, Product, Sales, Analytics, and Operations teams to create and implement retention programs that align with business goals - Establish and monitor key performance indicators such as churn rate, save rate, customer satisfaction, retention conversion, and revenue impact - Coach, develop, and support retention team members to ensure high-quality customer interactions, strong performance, and continuous growth - Review customer feedback, escalation trends, and operational challenges to identify process improvements and recommend solutions - Support testing and optimization of retention offers, messaging, scripts, workflows, and communication strategies - Prepare recurring reports, dashboards, and presentations for leadership that summarize retention performance, trends, risks, and opportunities - Ensure compliance with company policies, customer care standards, and applicable regulatory requirements

## What We Are Looking For - Bachelor’s degree in Business, Marketing, Communications, or a related field, or equivalent combination of education and experience - 5+ years of experience in customer retention, customer care, sales, loyalty, or related customer-focused functions - 2+ years of leadership or people management experience - Experience using data and reporting to drive decision-making and improve business performance - Strong understanding of customer lifecycle management, retention strategies, and churn mitigation practices - Demonstrated ability to lead cross-functional initiatives and influence stakeholders at multiple levels - Excellent communication, problem-solving, and organizational skills - Proficiency with CRM systems, reporting tools, and Microsoft Office applications, including Excel and PowerPoint

## Nice to Have - Experience in telecommunications, broadband, cable, subscription-based services, or a high-volume customer care environment - Knowledge of retention campaign testing, segmentation, and customer engagement strategies - Experience building performance dashboards and presenting results to leadership - Familiarity with call center operations, customer escalations, and service recovery best practices - Ability to manage multiple priorities and adapt quickly in a changing business environment

## Benefits and Perks - Health from Day One: Medical, dental, and vision plans start immediately - Protect What Matters: Life insurance for you and your loved ones - Recharge & Refresh: Generous paid time off for vacations, holidays, and personal days - Plan for Tomorrow: 401(k) or other retirement plans - Professional Development: Ongoing training and development opportunities to help you grow in your career - Flexible Work Arrangements: Remote work options and flexible schedules to help you balance work and life - Employee Discounts: Discounts on company products and services - Recognition and Rewards: Regular recognition and reward programs to thank you for your hard work and contributions

- To stand out as a candidate, be prepared to provide specific examples of successful customer retention strategies you have implemented in the past.

• Familiarize yourself with Sparklight Enterprise's products and services, as well as the current market trends and competitor landscape.
• Highlight your experience with data analysis and reporting, as well as your ability to drive decision-making with data-driven insights.
• Showcase your leadership and management skills, as this role requires coaching and developing a team of retention specialists.
• Prepare to discuss your experience with CRM systems, reporting tools, and Microsoft Office applications, including Excel and PowerPoint.
• Be prepared to ask informed questions during the interview process, such as what the biggest challenges are in this role and how the company supports employee growth and development.