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+ years
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Knowledge of cable television and associated billing systems is strongly preferred
Bilingual Spanish Preferred
WORKING CONDITIONS
Office environment
Travel required, approximately 15%
SRT500 2025-48209 2025
Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you're joining a strong community of 95,000 employees working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most.
Who You Are Matters Here We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.
