Customer Retention Manager jobs in Denver, CO

Company Description

Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

As the Customer Retention Analytics Director, reporting to the VP of Churn Management, you will be responsible for leading development and execution of comprehensive customer base strategies to proactively minimize customer churn and programmatic strategies across all Zayo products and customers. You will lead the generation of the AI/ML analytics driven models to drive company wide improvement activities.

The Customer Retention Analytics Director's team of retention analysts will collaborate with cross-functional teams such as Commercial, Product, Customer Success, Network, Support, Finance, Operations and others to utilize data analytics identifying opportunities to improve on all dimensions of the customer lifecycle.

As our Customer Retention Analytics Director, your leadership and vision will be instrumental in fostering a culture of customer-centricity, ultimately reducing churn and driving profitable growth. In this role, you will strategize the ideal set retention activities to reduce risks associated with all aspects of the customer journey including service expirations, MTM, Products, Operations and Service Assurance. Outcomes will include accurate risk predictions, forecasts and budgets ultimately being measured by net churn bookings and net install bookings performance.

The successful Customer Retention Analytics Director creates a culture of testing and learning that optimizes results, builds a data-driven culture leading to proactive churn reduction strategies as well as the ability to translate large complex data sets into easily digestible actions. Strong analytical skills with experience in data analysis, customer segmentation, and churn analysis in the Telecom industry are highly desired. A successful candidate will have; demonstrated success in developing and executing retention campaigns that reduce customer churn and experience building, leading and motivating cross-functional teams in a fast-paced environment, and collaborating with cross-functional teams to align retention efforts with overall business strategies.

Responsibilities:

• Create and maintain reporting framework for Operating metrics, KPI's, Budgets and forecasts across multiple business segments in time sensitive situations

• Create slides to communicate complex data and performance activity at the Board level

• Combine data analytics with front line insight to create actionable programs / tasks across the organization that drive the desired outcome

• End-to-end process enhancement. Understand existing complex processes, make enhancement recommendations to fit business needs, operationalize by overseeing development, testing development and maintain operational excellence

• Interact, consult and partner with cross-functional stakeholders to drive operational improvements and innovation in support of our strategic objectives and operating plans that will positively impact growth, customer satisfaction, and productivity

• Advocate and drive adoption of "best practices" to ensure standardization across operational functions

• Explain complex analysis results in an easy-to-understand language

Qualifications:

• Beneficial to have Undergraduate BA or BS Degree in related field (equivalent related experience with Churn or Customer Retention Roles)

• 3 - 7 years of experience in the telecommunications industry or equivalent roles; beneficial to have more experience than the minimum ( 3 years)

• 3 - 7 years of experience in finance, commercial, product management or data analytics or equivalent roles

• Demonstrated success in developing and executing retention campaigns and programs with specific actions that reduce churn

• Fluent in python, R, SQL or other languages with understanding of building pipelines for data engineering

• Excellent written and verbal communication skills; ability to translate large data sets into easily understood narratives and actions

• Strong analytical skills with experience in data analysis, customer segmentation, and churn analysis with excellent Excel (or equivalent Google suite) skills with ability to mentor

• Proven experience building, leading, and motivating cross-functional teams in a fast-paced environment

• Familiarity with data science and AI/ML models

• Proficiency using Salesforce/Tableau and other similar tools for reporting and analytics

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.