Director, Customer Loyalty & Churn Management (PB)

Clearwave Fiber is focused on enhancing customer loyalty and reducing churn. The Director of Customer Loyalty & Churn Management will own the retention strategy, define initiatives, and collaborate with various teams to implement data-driven retention programs.

Responsibilities:

• Define and own the enterprise retention strategy, churn targets, and roadmap
• Lead the evolution from reactive save models to proactive, predictive retention programs
• Identify and size churn drivers and LTV impact across segments, markets, and customer journeys
• Translate Insights Into Clear Retention Playbooks Across
• Save and cancel interactions
• Winback strategies
• Proactive outreach programs
• Leverage Data And Analytics To
• Identify market and segment level churn drivers
• Develop targeted remediation strategies
• Enable trigger-based and predictive interventions
• Support And Enable Loyalty Operations (save Desk) By
• Providing clear strategy and playbooks
• Ensuring alignment on priorities and offers
• Creating a structured feedback loop to continuously refine strategy based on execution
• Partner With Marketing To
• Develop and optimize retention and winback offers
• Execute targeted campaigns
• Lead A/B testing and test-and-learn frameworks to improve performance
• Establish Governance And Performance Tracking For
• Save effectiveness
• Offer performance
• Revenue retained and durability
• Proactive program lift
• Drive cross-functional alignment across Care, Digital, Sales, Product, and IT to ensure retention strategies are consistently executed and scaled
• Owns retention strategy, churn targets, and prioritization of initiatives
• Influences offer design, segmentation, and testing roadmap
• Sets enterprise retention frameworks and playbook standards
• Loyalty Operations (execution of save and retention programs)
• Marketing (offers, campaigns, A/B testing)
• Analytics & Reporting (churn modeling, insights, dashboards)
• Care, Digital, Sales (channel execution)
• Product & IT (enablement and experience improvements)
• Residential gross churn rate
• SMB gross churn rate
• Customer retained rate
• Revenue retained and LTV impact
• Proactive retention conversion and lift
• Offer effectiveness and save rate improvement
• ROI of retention programs

Requirements:

• 10+ years of experience in customer retention, churn strategy, customer experience, or related roles within telecom, subscription, or recurring revenue businesses
• Proven track record of owning and improving churn and retention outcomes at scale
• Experience building and leading enterprise retention strategies, including save, winback, and proactive retention programs
• Strong background in data-driven decision making, including: Churn analysis and segmentation, LTV modeling and ROI measurement, Use of predictive analytics and customer insights
• Demonstrated experience designing and scaling test-and-learn environments, including A/B testing of offers, messaging, and interventions
• Experience partnering cross-functionally with: Marketing (offers, campaigns, segmentation), Analytics (models, dashboards, insights), Operations (care, digital, field execution), Product and IT (journey and experience improvements)
• Experience translating insights into clear, actionable playbooks that drive frontline execution and measurable results
• Strong understanding of contact center and retention operations, with the ability to influence without directly owning execution
• Experience leading through transformation or change, including shifting organizations from reactive to proactive operating models