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Senior Manager, Customer Retention Strategy

Company: T-Mobile
Location: Bellevue
Posted on: June 1, 2024

Job Description:

Be unstoppable with us!T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop!The Senior Manager, Customer Retention Strategy is responsible for leading a small but impactful team to mature specific churn intervention initiatives from concept through to decision and execution. They will build business cases and engage with cross functional and cross enterprise stakeholders to mature initiatives and gain approval (e.g., network, acquisition marketing, retail, care, digital). Lead the development of testing and full-scale implementation plans with business unit leaders for these leading ideas.
This team has direct responsibility for our retention effort across our millions of postpaid customers and helps to ensure that we win customers for life.
Consumer Base Management is a new department overseeing some of our most critical company metrics. The strategies this team will build will help solve for a better customer experience!Job Responsibilities:

  • Research, analyze, model and build analyses and business justification to develop and carry out specific churn initiatives from development through to execution.
  • Provide strategic direction for testing and implementation plans, working with business leaders for innovative ideas.
  • Report out on progress, challenges, opportunities, and insights both weekly and as requested by leadership.
  • Leads a small team of strategic problem solvers who address ambiguous and complex cross enterprise initiatives impacting customer satisfaction with our brand that have direct implications to our business plans and bottom line.
  • Partner cross-functionally across the enterprise to identify, launch, and track large scale opportunities based on business, customer, and market insights within clearly defined operating principles.
  • Present to, collaborate with, and influence senior leadership up to the SVP level.
  • Prioritize initiatives and projects in a fast paced and changing environment.
  • Monitor business performance including tracking of results & contingency planning.Qualifications
    • 7 + years in strategy or analytics function with at least 3 years in management consulting/private equity operations or strategy role preferably in consumer-focused wireless, high-tech (software, internet/new media, entertainment/content, etc.) or consumer electronics industries ideally with a subscription element
    • 2-4 years direct supervision and management experience
    • Experience creating and leading business case modeling for complex initiatives
    • Consulting style problem solving that can break ambiguous problems into pieces using a hypothesis-driven approach, structuring multiple workstreams and identifying interdependencies
    • Excellent verbal and written skills. Ability to synthesize and communicate complex concepts and data in a clear, digestible way to broad audiences
    • Ability to build logical narrative structures independently tailored to executives. Create compelling visualizations
    • Lead cross enterprise teams on project basis; Strong organizational skills to drive work forward
    • Effectively coach, guide, and mentor team members. Facilitate career development and empower individuals to grow and challenge themselves
    • Experience building teams, including leading matrixed teams toward a common goal
    • Bachelors degree Business, Analysis, Finance, Technology, or related field; MBA preferred* At least 18 years of age* Legally authorized to work in the United StatesTravel:Travel Required (Yes/No):YesDOT Regulated:DOT Regulated Position (Yes/No):NoSafety Sensitive Position (Yes/No):NoWashington Pay Range : $191,000.00 - $258,500.00The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range. At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant.At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering---medical, dental and vision insurance, a flexible spending account, 401(k), employee stock---grants, employee stock purchase---plan, paid time off and up to paid 12 holidays - which total about 4 weeks for new full-time employees and about---2.5 weeks for new part-time---employees annually - paid parental and family leave,---family building benefits, back-up care, enhanced family support, childcare subsidy,---tuition---assistance, college coaching, short and long term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there- eligible employees can receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits,---check out---.--- Never stop growing!T-Mobile doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward.T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.

Keywords: T-Mobile, Bellevue , Senior Manager, Customer Retention Strategy, Accounting, Auditing , Bellevue, Washington

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