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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!T-Mobile's Customer Retention Strategy team has direct responsibility for our retention effort across our millions of postpaid customers and helps to ensure that we win customers for life.

Leveraging deep problem solving and cross functional collaboration skills, the team matures specific churn intervention initiatives from concept through to decision and execution. They will build business cases and engage with key partners to mature initiatives and gain buy in (e.g., network, acquisition marketing, retail, care, digital). The team will lead the development of testing and full-scale implementation plans with line of business leaders for these innovation ideas.

This is a key member of the team and helps refine concepts, structures and performs analyses, design implementation tests and plans, and shepherds' initiatives through to execution.

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:

  • Structure analytical problems, extracting and analyzing data, and presenting findings to business leaders to help solve customer pain points to reduce the likelihood of customers leaving T-Mobile.
  • Lead initiatives that directly impact customer acquisition, offers, campaigns, messaging, and reduce calls to customer care.
  • Build financial and other decision-making models to demonstrate insights and results to bolster business justification.
  • Perform a leading role on projects, working closely with internal partners to understand key business issues and structure problem solving approaches that could be specific to location or segments of customers.
  • Analyze customer insights and feedback, generating ideas for problem solving based on data for informed decision making.
  • Synthesize recommendations and understand their impact on the business.
  • Work with leaders in consumer marketing, retail, finance, network, care and strategy organization to build consensus and motivate change.
  • Perform scenario and sensitivity analysis to enhance decision making across a range of options.
  • Construct executive level presentations and present complex analytical findings in clear, concise, and decision-impacting manner.Qualifications:
    • 2 years or less Management consulting, strategy or other experience requiring quantitative analysis and ambiguous problem solving,
    • 4-7 years related business strategy experience.
    • 'Consulting-style' problem solving that can break ambiguous problems into pieces using a hypothesis-driven approach.
    • Perform broad array of analytic capabilities: descriptive analytics on big data sets, predictive analytics, complex modeling, etc.
    • Comfort with reading and understanding implications of income statements, balance sheets, cash flow statements.
    • Contextually modulate language and message to tailor to audience (presenting up to VP level).
    • Build logical narrative structures independently and create compelling visualizations.
    • Bachelors degree in Business (Finance, Accounting, Finance)), Economics, Statistics, or other quantitative/ technical fields (e.g., Engineering, Math, Physical Sciences); MBA preferred.* At least 18 years of age* Legally authorized to work in the United StatesTravel:Travel Required (Yes/No):NoDOT Regulated:DOT Regulated Position (Yes/No):NoSafety Sensitive Position (Yes/No):NoWashington Pay Range : $152,700.00 - $206,500.00The 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 , Manager, Customer Retention Strategy, Executive , Bellevue, Washington

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