Cable ONE

Cable ONE

Manager, Customer Retention

Remote AZ, United States of America · Contract

Sponsorship not specifiedDetected 39 days ago
CRMExcelLeadershipCommunicationProblem SolvingPublic SpeakingMicrosoft Office

About the role

  • The ideal candidate is a strategic and hands-on leader who can balance operational execution, performance analysis, and team development in a fast-paced environment.
  • Cable One and our family of brands is an equal opportunity employer.
  • All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Responsibilities

  • Develop and execute customer retention strategies designed to reduce churn, improve customer satisfaction, and increase customer lifetime value.
  • Lead day-to-day retention operations, including proactive outreach, save efforts, win-back initiatives, and service recovery processes.
  • Partner with Customer Care, Marketing, Product, Sales, Analytics, and Operations teams to create and implement retention programs that align with business goals.
  • Coach, develop, and support retention team members to ensure high-quality customer interactions, strong performance, and continuous growth.
  • Support testing and optimization of retention offers, messaging, scripts, workflows, and communication strategies.
  • Participate in community support programs across the U.S.
  • Give Back: Participate in community support programs across the U.S.

Requirements

  • 5+ years of experience in customer retention, customer care, sales, loyalty, or related customer-focused functions.
  • 2+ years of leadership or people management experience.
  • Strong understanding of customer lifecycle management, retention strategies, and churn mitigation practices.
  • Proficiency with CRM systems, reporting tools, and Microsoft Office applications, including Excel and PowerPoint.
  • Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent combination of education and experience.
  • Experience using data and reporting to drive decision-making and improve business performance.
  • Demonstrated ability to lead cross-functional initiatives and influence stakeholders at multiple levels.
  • Excellent communication, problem-solving, and organizational skills.

Nice to have

  • Experience in telecommunications, broadband, cable, subscription-based services, or a high-volume customer care environment.
  • Knowledge of retention campaign testing, segmentation, and customer engagement strategies.
  • Familiarity with call center operations, customer escalations, and service recovery best practices.
  • Success Measures
  • Reduction in voluntary and involuntary customer churn.
  • Improvement in save rate, retention conversion, and customer satisfaction metrics.
  • Increased effectiveness of retention programs, offers, and communication strategies.
  • Stronger team performance, quality results, and employee development.

Benefits

  • Cable One values the contributions of our associates and offers an excellent benefits package, including:
  • Health from Day One: Medical, dental, and vision plans start immediately
  • Protect What Matters: Life insurance for you and your loved ones
  • Recharge & Refresh: Generous paid time off for vacations, holidays, and personal days
  • Additional Perks
  • Learn & Earn: Tuition reimbursement up to $5,250 in your first year

Company info

  • 401(k) with 100% company match (up to 5%) from day one
  • Collaborative work environment where ideas and teamwork thrive
  • Our Commitment
  • Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success.
  • Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.
  • Pre-hire Processes
  • Cable One and our family of brands is committed to keeping our associates and customers safe.
  • Job offers are contingent upon the results of background, drug screening, and reference check.
  • Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

Equal opportunity

  • equal opportunity employer.
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This listing is sourced directly from Cable ONE's careers page and normalized into a canonical job model.