Director, Customer Loyalty & Churn Management (PB)

 Remote - Successful candidate must live in one of the following states: AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, or VA

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 continuous optimization.

Duties and Responsibilities:

Define and own the enterprise retention strategy, churn targets, and roadmap

Lead 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 outreach programs

Leverage data and analytics to:

• Identify market and segment level churn drivers
• Develop targeted remediation strategies
• Enable trigger-based and predictive interventions

Support and enable Loyalty Operations (save desk) by:

• Providing clear strategy and playbooks
• Ensuring alignment on priorities and offers
• Creating a structured feedback loop to continuously refine strategy based on execution

Partner with Marketing to:

• Develop and optimize retention and winback offers
• Execute targeted campaigns
• Lead A/B testing and test-and-learn frameworks to improve performance

Establish governance and performance tracking for:

• Save effectiveness
• Offer performance
• Revenue 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 rate
• SMB gross churn rate
• Customer retained rate
• Revenue retained and LTV impact
• Proactive retention conversion and lift
• Offer effectiveness and save rate improvement
• ROI of retention programs

Education/Experience:

• 10+ years of experience in customer retention, churn strategy, customer experience, or related roles within telecom, subscription, or recurring revenue 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 perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to perform 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 close vision, see colors, and be able to focus.
• Must be able to travel for business purposes on an occasional basis.

Benefits:

• Medical, 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*