AddressAltice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
We are seeking a highly skilled and experienced professional to join our team as the Director ofCare Operations. This individual will play a strategic role in maximizing revenue opportunities by driving cross-selling and upselling initiatives within our existing customer base. The ideal candidate will possess exceptional analytical, leadership, and communication skills, along with a deep sales contact center experience and telecommunication industry experience.
Responsibilities
- Develop and execute a comprehensive cross-selling and upselling strategy for inbound care contact centers, aimed at increasing revenue and maximizing customer lifetime value.
- Collaborate closely with various internal stakeholders, including sales, marketing, product development and customer experience, to identify opportunities for cross-selling and upselling through care inbound contact center.
- Develop and execute monthly, quarterly, and yearly plans to achieve sales targets and recommends alternatives to overachieve.
- Establish clear goals, metrics, and KPIs for evaluating the effectiveness of cross-selling and upselling programs, and regularly report on progress to senior management.
- Enhance existing up selling and cross selling models and develop new.
- Conduct cost benefit analysis for different campaigns and models.
- Develop and execute plans to stabilize APRU through offers and process enhancements to mitigate ARPU erosion risk during any after sales process.
- Partner with base management and retention teams to develop proactive churn prevention, loyalty and base management care campaign to reduce churn while maintaining ARPU.
- Design incentive and commission schemes for internal and outsourced contact centers.
- Identify training needs to improve the efficiency of all revenue generating activities performed by Customer care inbound contact centers and partner with training team to develop training plans.
- Recommend tools enhancements to introduction of new tools to improve operational efficiency.
- Contribute to defining budget requirements for cross selling and up selling activities through care contact centers, monitors actual vs. budget, and regularly report status to senior management.
- Collaborate with the product development team to identify opportunities to enhance existing offers that are aligned with customer needs and enhance conversion rates.
- Stay up-to-date with industry trends, competition, and technological advancements, and continuously assess and refine the cross-selling and upselling strategy.
Qualifications
- Bachelor's degree in business, marketing, or a related field; MBA preferred.
- Proven track record of at least 8-10 years in a sales contact center leadership role, with a focus on cross-selling and upselling initiatives, ideally within the telecom and media industry.
- Strong understanding of the telecom and media industry, including products, services, and customer dynamics.
- Exceptional analytical and strategic thinking skills, with the ability to analyze complex data, identify patterns, and develop actionable insights.
- Demonstrated experience in developing and executing successful cross-selling and upselling strategies, with a quantifiable impact on revenue growth.
- Excellent leadership and team management skills, with the ability to inspire and motivate a team towards achieving common objectives.
- Strong communication and presentation skills, with the ability to effectively communicate complex strategies and ideas to various stakeholders.
- Proven ability to thrive in a fast-paced, dynamic environment, and manage multiple priorities effectively.
- A customer-centric mindset, with a passion for delivering exceptional customer experiences and driving customer loyalty.
- This job description is a general outline of the required duties, responsibilities, and qualifications for the Director of Cross Sell and Upsell in a Telecom & Media Company. It is not exhaustive and may be subject to change to meet the evolving needs of the company.
Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $141,372.00 - $232,254.00 / year. The rate/Range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
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