Senior Director Retention Strategy
El Segundo, Ca, Us
• Programs include Winback, Product migrations and moves, Call center performance.• Achieved rapid promotion to Senior Director within 3 months based on exceptional performance and leadership skills.• Lead a high-performing team responsible for strategy and execution of retention programs to reduce Satellite and Streaming video product churn.• Managed a $100+ million budget and was responsible for 200k total customer solutions per year.• Launched and ramped VIP retention program, resulting in a 20% increase in saves YoY .• Collaborated with cross-functional teams, including product, marketing, and customer support, to identify opportunities and solve to increase customer retention.• Analyzed data to identify trends and insights, and used those insights to inform retention strategies and tactics. • Oversaw the development and execution of retention campaigns across multiple channels, including call centers, retail, email, spot ads, and social.• Managed multiple sales channels, including inbound and outbound telemarketing.• Developed cost efficiencies resulting in a $10+ million budget reduction YoY.• Ensured marketing strategy and direction within retention call centers, developed incentives to drive center performance in key metrics, and provided frontline communication, talking points, and trainings.• Leading cross-functional projects and initiatives to improve customer experience, such as streamlining customer onboarding processes or enhancing product features based on customer feedback.• Presenting retention program performance, insights, and strategies to senior leadership and key stakeholders.• Developing and implementing best practices for customer service, including training programs for retention call center agents and customer support teams.• Managing relationships with external vendors and partners, such as marketing agencies and call center outsourcing providers, to ensure high-quality service and cost efficiencies.
