Department Summary
At Boost Mobile, we deliver value without compromise, continually redefining what’s possible from a mobile carrier for more than seven million customers.
Our teams reimagine connectivity through new platforms, new business models and new ways of thinking. Today, we’re building a multi-brand wireless telco alongside DISH and its first-of-a-kind network to upend the retail market and deliver groundbreaking new experiences for all.
Together, we’ll draw on our legacies of disruption to change the way the world communicates.
Job Duties and Responsibilities
As the Senior Manager of the Retention Analytics team, reporting to the Director, Retention Analytics, you will be responsible for managing our revenue management teams to develop and execute comprehensive customer base strategies to drive ARPU and loyalty across all our wireless brands. You will lead the generation of the analytics and take to market the right capabilities and Value Added Service offerings to delight our customers. Your team of retention and revenue professionals will collaborate with cross-functional teams and utilize data analytics to identify opportunities to improve on all dimensions of the customer lifecycle. Your leadership and vision will be instrumental in fostering a culture of customer-centricity, ultimately driving customer loyalty, ARPU and profitable growth for our brands.
In this role, you will:
- Strategize the ideal set of customer journeys and guide your team to execute based on the vision set by the Director of Retention Analytics
- Own, develop, and report forecasts and budgets for customer offers, calls, and churn
- Measure customer offer, churn, and call performance to identify key opportunities and risks
- Create a culture of testing and learning that optimizes results
- Build a data-driven culture leading to strategies to drive customer loyalty and service adoption/usage, and reduce churn.
- Develop strategy and work across your team to execute retention and upsell campaigns across various channels.
- Collaborate with cross-functional teams to align retention efforts with overall business strategies.
- Manage your team’s strategy, roadmap, and GTM plan to create customer and business value with Value Added Service offerings
- Maintain competitive intelligence on marketplace pricing and promotions across postpaid and prepaid wireless
Skills, Experience and Requirements
- Bachelor’s degree in Marketing, Business, or a related field (Master’s preferred).
- 6+ years in leading teams in customer retention and upsell strategies in the retail wireless industry a plus
- Strong analytical skills with experience in data analysis, customer segmentation, and churn analysis.
- Demonstrated success in developing and executing retention campaigns that drive customer loyalty and reduce churn.
- Experience building, leading, and motivating cross-functional teams in a fast-paced environment.
- Proficiency in marketing automation platforms, CRM systems, and data analytics tools.
- Excellent communication, negotiation, and presentation skills to effectively communicate with stakeholders at all levels.
Salary Range
Compensation: $110,110.00/Year – $157,300.00/Year
Compensation and Benefits
From versatile health perks to new career opportunities, check out our benefits on our careers website.
Employment is contingent on Successful completion of a pre-employment screen, which may include a drug test.