Director of Commercial Retention

Frontier Communications Irving, TX
Primary purpose of this position is to lead the Commercial Customer Retention Operations teams on a nationwide basis.

% of time

Job Responsibilities

30%

Oversees inbound customer account inquiries regarding product disconnect requests, closing accounts and agent efficacy and outbound programs to improve churn/revenue

* Includes recruitment, training, coaching, development and accountability. Manage leadership team, develop daily plans, provide updates on retention performance and ensure outstanding performance on all contacts/outbound programs.

o Develop and implement customer strategies & tactics to exceed annual performance growth expectations, improve operational efficiencies, and improve employee satisfaction.

o Ensure attainment of goals for customer satisfaction ratings, contact center staff productivity, order accuracy, and sales conversion rates

o Support daily operation of Retention Centers.

§ Communicate and engage Retention Teams in efforts to drive market share through effective churn management strategies.

§ Collaborate with Workforce Planning Team to optimize internal/partner staffing and productivity metrics.

§ Partner with multiple Unions to foster a productive alliance and culture.

30%

Assess product/revenue churn performance with ability to quickly adjust plans and tactics to positively influence customer acquisition/retention behavior and achieve required results. Execute performance management as required.

* Utilize key performance indicators at the individual and group level to drive continuous improvement individually and collectively. Relentlessly improve overall team talent through recruiting, coaching, and dismissing under performers

* Report sales team performance on a daily, weekly, monthly, quarterly, and annual basis with focus on action plans that address areas of performance weakness and/or opportunity

20%

Work collaboratively with Product, Care, Marketing and Senior Leaders to develop, execute and measure retention and loyalty strategies

20%

Spearhead/support/execute multiple project initiatives including outbound Win Back, IVR redesign, etc.

Job Requirements

* Ability to think strategically and tactically while delivering results in a high-change, fast-paced work environment

* Ability to collaborate / partner with various teams across organization to drive initiatives and results

* Leading and Coaching

* Sets direction based on Frontier strategy, engaging others with a clear direction, goals and targets.

* Delegates work appropriately and fairly.

* Empowers, trusts & motivates others.

* Provides others with development opportunities and coaching.

* Recruits and retains talented employees.

* Proven Ability to deliver required performance results.

Previous Experience and Educational Requirements

* 5+ years' experience of increasing leadership responsibility in call center, sales and customer service operations

* Experience with Commercial Retention and Loyalty programs preferred

* BA/BS required, MBA preferred

Special Skill Requirements

* Highly skilled in MS Excel and PowerPoint

* Exemplary communication skills, both verbal and written

* Strong organizational skills

* Ability to effectively negotiate ideas

Physical Requirements

* Sitting 50% – 75%

Environmental Factors

* Office environment

Decision Making

* What typical decisions does this job have complete authority for making? Hiring, customer issue resolution, employee development plans, performance incentives

* What typical decisions must be referred to others for approval? To who does this job refer these decisions? Employee Separations – HR. Retention Strategies – Product, Senior Leadership. Performance Targets – Compensation Team