Director, Customer Lifecycle and Retention Management - (US-NC-Concord - 28027)

Compensation: $120K - $120K / Year
Minimum Education: Bachelors
Job Type: Full Time
Email this job to yourself or to a friend | Job Match Test | Resume Guide

The world's largest direct-selling telecommunications and home-services company, ACN provides consumers and small businesses across North America, Europe and Asia Pacific with quality products and impeccable service. We offer digital phone service that operates on our own state-of-the-art network, local and long distance, high-speed Internet, wireless, satellite TV and home security. If you're ready to take your talents farther and excel as part of a winning team, you should talk to ACN.

As the Director of Customer Lifecycle and Retention Management, you will be responsible for developing, planning, managing and measuring customer churn and retention programs with the primary objective of keeping existing customers and potentially re-engaging past customers.

MAJOR TASKS
* Leverage knowledge of retention strategies, tactics, processes and best practices to develop new ACN strategies and programs
* Develop overall retention strategies, based on data analysis, and key customer touch points to business objectives
* Identify and address points in the customer lifecycle to avert churn where disconnections are highest and drive significant churn volumes
* Coordinate with Customer Service, Product Development, Finance ,etc to understand and respond to customer issues and opportunities
* Consult with and provide concise written specifications for internal cross functional teams to ensure execution and maximize results
* Establish metrics of success and tracking
* Develop strategies for continuous information gathering and analysis for churn management
* Understand buying attitudes, drivers and customer needs, to build loyalty through a collection of positive experience
* Develop and drive proactive customer loyalty initiatives
* Develop and test loyalty, cross-sell, and up-sell strategies and programs.
* Report status of projects to senior team

HUMAN RELATIONS AND PERSONAL SKILLS
* Self-motivated and able to work constructively in a team environment
* Able to communicate to all levels of the organization. Persuasive communicator
* Great grasp of numbers; finding the right ones, analyzing and reporting them, and taking action based on them
* Strong organizational, time management, communication and presentation skills
* Proven ability to manage multiple projects at a time
* Strong analytic, project management and organizational skills

Strategic Marketing Skills:
The successful candidate will have exceptional analytic skills coupled with solid business / marketing foundation, and will demonstrate strong evidence of leveraging customer information and assisting in developing a robust retention strategy that leads to measurable reduction of churn. The individual will have strong understanding of the tools (marketing) available to drive effective customer dialogue in a competitive environment. The candidate must be able to develop retention plans, as well as consistently examine the customer base and marketplace to identify opportunities and proactively recommend new angles to pursue.

To apply to this position please do not use the "Click here to Apply Online" link on this page. Please go directly to www.Diversity-Jobs.com, search for the position title and then apply on the job posting.

http://www.diversity-jobs.com/search_jobs/