AddressAre you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
- The Customer Base Management Lead will support the development and execution of customer growth strategies for the Mobile business designed to build market share, increase customer lifetime value across lifecycle stages, and minimize churn through a combination of customer retention and loyalty strategies. This individual is responsible for managing campaigns that improve brand loyalty and increase profitability through the creation and implementation of Customer Base Management strategies and tactics. This Customer Base Management Director will aggressively focus on increasing customer ARPU, Customer Lifetime Value and reducing churn.
Responsibilities
- Development of upgrade strategies and campaigns rooted in analysis and driven by customer segmentation, lifecycle stage, products, pricing, customer value and risk
- Design and support the implementation of customer engagement and loyalty efforts by leveraging data to identify key opportunities for improving the customer experience and engendering loyalty
- Determining customer value based on tenure, product mix, revenue per subscriber, and churn, for use in selective tactics
- Taking a test and learn approach in partnership with marketing to pilot programs to understand growth impacts and profitability opportunities
- Perform economic analysis and continued monitoring of upgrade programs to ensure ROI delivery in partnership with retention team
- Performance tracking and analysis of trends vs plan
- Customer lifecycle monitoring and adaptive daily reporting across campaigns
- Performance analysis, trending, insights and executive reporting
- Partners with Marketing, Sales and Customer Service organizations to drive connectivity between customer experience/care/loyalty initiatives
- Monitor performance and trending against plan and adjusts strategy and tactics as needed to meet business goals and KPIs.
Qualifications
- Bachelor's degree in marketing, product (or related field) with equivalent years industry or related business experience; MBA preferred
- Minimum three to five years Customer Relationship Management or product related field with demonstrated ability in supporting and executing campaigns that drive sales, revenue, profitability goals
- Minimum three to five years of experience in digital marketing with a strong focus on market analytics, segmentation and customer lifecycle management
- Experience designing customer management programs for a subscription business
- Demonstrate a solid understanding of multi-channel direct marketing, focusing on Dialogue Marketing and Project Management in B2C and/or B2B.
- Strong analytic skills, and the ability to analyze qualitative and quantitative data and use that data to develop an understanding of market & consumer behavior
- Strong skill in Microsoft Excel and SQL
- Experience with forecasting and long range planning
- Can build presentations appropriate for executive audiences and articulate the story behind the data
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.
Optimum 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 $102,816.00 - $168,912.00 / year. The rate/Range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
