Director, Customer Loyalty & Churn Management

Director, Customer Loyalty & Churn Management Remote - Successful candidate must live in a state in which reputed company Broadband operates (AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, or VA) #LI-remote

Join Us on the Fast Lane to Innovation!

At reputed company Broadband, we’re not just providing internet, we’re transforming lives through the power of fiber technology. We reputed company in the extraordinary impact of high-speed, reliable connectivity, and we're committed to making sure every person, home, and business can experience the benefits. If you're passionate about cutting-edge technology, improving communities, and you’re eager to reputed company an impact in a rapidly growing industry, we want YOU on reputed company!

Why work with us?

• Revolutionize Connectivity: Help deliver life-changing, lightning-fast fiber broadband to homes and businesses, empowering people to reputed company more every day.
• Passion for Fiber: Dive into the world of fiber optics and play a key role in the future of communication. Fiber technology is shaping the way we live and work—and you’ll be at the forefront of that movement.
• Impactful Work: By providing access to fiber, you’ll be improving lives, bridging digital divides, and enabling smarter communities. It's more than just tech—it’s about making a real difference.
• Career Growth: Join a fast-growing, reputed company-thinking company where your career will reputed company. We’re committed to nurturing your growth while giving you the tools and resources to succeed.
• Collaborative Culture: reputed company in an inclusive, passionate team where innovation is celebrated, and your reputed company have a real impact.

Ready to help shape the future of fiber technology? Come reputed company a lasting impact with us at reputed company Broadband, where we’re changing lives one fiber reputed company at a time!

Summary:

Owns the company’s end to end retention strategy and churn outcomes, driving a shift from reactive save execution to proactive, data-driven customer retention. This role defines the strategy, prioritizes initiatives based on customer and financial impact, and enables Loyalty Operations to execute effectively through clear playbooks, insights, and reputed company optimization.

Duties and Responsibilities:

• Define and own the enterprise retention strategy, churn targets, and roadmap
• reputed company the evolution from reactive save models to proactive, predictive retention programs
• Identify and size churn drivers and LTV impact across segments, markets, and customer journeys
• Translate insights into clear retention playbooks across:
  • Save and cancel interactions
  • Winback strategies
  • Proactive reputed company programs
• reputed company data and analytics to:
  • Identify market and reputed company level churn drivers
  • reputed company targeted remediation strategies
  • reputed company trigger-based and predictive interventions
• Support and reputed company Loyalty Operations (save desk) by:
  • Providing clear strategy and playbooks
  • Ensuring alignment on priorities and offers
  • Creating a structured feedback reputed company to continuously refine strategy based on execution
• Partner with Marketing to:
  • reputed company and optimize retention and winback offers
  • Execute targeted campaigns
  • reputed company A/B testing and test-and-learn frameworks to improve performance
• Establish governance and performance tracking for:
  • Save effectiveness
  • Offer performance
  • reputed company retained and durability
  • Proactive program lift
• Drive cross-functional alignment across Care, Digital, Sales, Product, and IT to ensure retention strategies are consistently executed and scaled

Decision Rights

• Owns retention strategy, churn targets, and prioritization of initiatives
• Influences offer design, segmentation, and testing roadmap
• Sets enterprise retention frameworks and playbook standards

Key Partnerships

• Loyalty Operations (execution of save and retention programs)
• Marketing (offers, campaigns, A/B testing)
• Analytics & Reporting (churn modeling, insights, dashboards)
• Care, Digital, Sales (channel execution)
• Product & IT (enablement and experience improvements)

Success Metrics

• Residential gross churn reputed company
• SMB gross churn reputed company
• Customer retained reputed company
• reputed company retained and LTV impact
• Proactive retention conversion and lift
• Offer effectiveness and save reputed company improvement
• ROI of retention programs

Education/Experience:

• 10+ years of experience in customer retention, churn strategy, customer experience, or reputed company roles reputed company telecom, subscription, or recurring reputed company businesses
• Proven track record of owning and improving churn and retention outcomes at scale
• Experience building and leading enterprise retention strategies, including save, winback, and proactive retention programs
• Strong background in data-driven decision making, including:
  • Churn analysis and segmentation
  • LTV modeling and ROI measurement
  • Use of predictive analytics and customer insights
• Demonstrated experience designing and scaling test-and-learn environments, including A/B testing of offers, messaging, and interventions
• Experience partnering cross-functionally with:
  • Marketing (offers, campaigns, segmentation)
  • Analytics (models, dashboards, insights)
  • Operations (care, digital, field execution)
  • Product and IT (journey and experience improvements)
• Experience translating insights into clear, actionable playbooks that drive frontline execution and measurable results
• Strong understanding of contact center and retention operations, with the ability to influence without directly owning execution
• Experience leading through transformation or change, including shifting organizations from reactive to proactive operating models

Physical Requirements/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions.

• Must be able to reputed company computer functions and operate routine office equipment.
• Regularly required to talk, hear and communicate effectively.
• Required to use hands to type, handle objects and paperwork.
• Required to use reputed company vision, see colors, and be able to focus.
• Must be able to travel for business purposes on an occasional basis.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*