Manager, Customer Retention

Cable One is a telecommunications company seeking a Manager of Customer Retention. This role is responsible for developing and executing strategies to reduce churn and improve customer loyalty while leading retention initiatives across the customer lifecycle.

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
• Analyze customer behavior, churn trends, and performance data to identify risks, opportunities, and actionable insights
• Partner with Customer Care, Marketing, Product, Sales, Analytics, and Operations teams to create and implement retention programs that align with business goals
• Establish and monitor key performance indicators such as churn rate, save rate, customer satisfaction, retention conversion, and revenue impact
• Coach, develop, and support retention team members to ensure high-quality customer interactions, strong performance, and continuous growth
• Review customer feedback, escalation trends, and operational challenges to identify process improvements and recommend solutions
• Support testing and optimization of retention offers, messaging, scripts, workflows, and communication strategies
• Prepare recurring reports, dashboards, and presentations for leadership that summarize retention performance, trends, risks, and opportunities
• Ensure compliance with company policies, customer care standards, and applicable regulatory requirements

Requirements:

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