A remote role at Cable One.
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Original listing text, shown exactly as published by the company.
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Develop and execute customer retention strategies designed to reduce churn, improve customer satisfaction, and increase customer lifetime value.
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Lead day-to-day retention operations, including proactive outreach, save efforts, win-back initiatives, and service recovery processes.
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Analyze customer behavior, churn trends, and performance data to identify risks, opportunities, and actionable insights.
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Partner with Customer Care, Marketing, Product, Sales, Analytics, and Operations teams to create and implement retention programs that align with business goals.
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Establish and monitor key performance indicators such as churn rate, save rate, customer satisfaction, retention conversion, and revenue impact.
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Coach, develop, and support retention team members to ensure high-quality customer interactions, strong performance, and continuous growth.
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Review customer feedback, escalation trends, and operational challenges to identify process improvements and recommend solutions.
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Support testing and optimization of retention offers, messaging, scripts, workflows, and communication strategies.
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Prepare recurring reports, dashboards, and presentations for leadership that summarize retention performance, trends, risks, and opportunities.
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Bachelor’s degree in Business, Marketing, Communications, or a related field, or equivalent combination of education and experience.
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5+ years of experience in customer retention, customer care, sales, loyalty, or related customer-focused functions.
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2+ years of leadership or people management experience.
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Experience using data and reporting to drive decision-making and improve business performance.
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Strong understanding of customer lifecycle management, retention strategies, and churn mitigation practices.
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Demonstrated ability to lead cross-functional initiatives and influence stakeholders at multiple levels.
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Excellent communication, problem-solving, and organizational skills.
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Proficiency with CRM systems, reporting tools, and Microsoft Office applications, including Excel and PowerPoint.
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Experience in telecommunications, broadband, cable, subscription-based services, or a high-volume customer care environment.
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Knowledge of retention campaign testing, segmentation, and customer engagement strategies.
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Experience building performance dashboards and presenting results to leadership.
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Familiarity with call center operations, customer escalations, and service recovery best practices.
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Ability to manage multiple priorities and adapt quickly in a changing business environment.
Success Measures
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Reduction in voluntary and involuntary customer churn.
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Improvement in save rate, retention conversion, and customer satisfaction metrics.
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Increased effectiveness of retention programs, offers, and communication strategies.
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Stronger team performance, quality results, and employee development.
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Clear, accurate, and actionable reporting that supports leadership decision-making.
Cable One
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17 open roles on Sydicom
Cable One, Inc. is an American broadband communications provider. Under the Sparklight brand, it provides cable television, internet, and phone services to 24 U.S. states and 1.1 million residential and business customers. It also owns the Fidelity Communications brand, which provides the same services in Arkansas, Louisiana, Missouri, Oklahoma, and Texas. Fidelity was founded in 1940. It is headquartered in Phoenix, Arizona, though it does not serve that metro area.
Source: Wikipedia
