Head of Churn & Retention (f/m/d) 80-100%
Join us in the top league!
We are the largest private telecommunications company in Switzerland and a subsidiary of Liberty Global. With Switzerland's leading gigabit fiber optic network and one of the world's best mobile networks, we are headed right to the very top. Our goal is clear: To become the national champion, pioneering the market. Future-oriented ways of working and workplaces make us one of the most attractive employers on the Swiss market.
Make the most of your talent: Get to know Sunrise righthere!
We are excited to find a passionate and results-driven Head of Churn & Retention to lead efforts in reducing churn for our fixed and mobile products! In this key role, you will shape and implement innovative retention strategies, drive impactful campaigns, and manage high-performing call center operations. With a focus on customer insights and collaboration, you will ensure we meet our goals while delivering real value. If you thrive in dynamic environments and are ready to make a big impact, this opportunity is for you.
- Ultimate goal: improve Flanker Brands churn for both fixed and mobile products
- Define and ensure implementation of churn processes across all product and channels, constantly improving and adapting them. Maintain operative business (Infrastructure & Tools)
- Define and execute: (i) retention offers and campaigns aiming at maximizing churn save rate and churn value, both in inbound channels and outbound channels and (ii) churn prevention campaigns defining customer segments, proposition / promotion / offer, channel and execution
- Regularly provide insights on customer dynamics, churn reasons, painpoints driving churn and define and execute actions against
- Plan monthly and yearly churn targets, as well as monthly and yearly churn and retention Opex budget
- Manage relationship with all partners involved: commercial model, incentives, budget; manage a call center of >50 agents. This also includes ensuring a proper planning and resource staffing, proper agent training, agent daily steering, and proper quality management (compliance to business rules and processes)
- Ensure high quality and efficient call center operations in terms of: service levels, abandoned rate, NPS, occupancy. Performance management: ensure E2E control, track and reporting of churn related KPIs, for day to day business steering and to ensure targets reach in term of volume and value
- Full academic qualification in Economics, Business Administration, Communication or Social Sciences
- Several years of experience in at least some of: Marketing, Base Management, Customer Operations (Retenion/Care/Telesales/...), Digital, Customer Experience. Experience in external Partner management and steering experience, as well as people management skills and leadership experience highly appreciated
- Sound business understanding, commercial drive, and finance skills
- Passionate about customers, as well as about GenAI and ML technologies
- Ability to translate business needs / business questions into technical and operational requirements, as well as to work independently & take ownership while at the same time work in matrix organizations and coordinate with multiple stakeholders
- Analytical skills required to define data and insight driven actions, campaigns, projects, plans. Also, goal oriented and solution-oriented attitude, entrepreneurial mind-set and spirit, pragmatic approach, are all a must. Ability of combining strategic thinking and operational execution is also required
- Strong written and verbal communication skills in German and English (written and spoken) required. French and Italian - nice to have
At Sunrise, you will work in a dynamic and international environment where every voice is heard, perspectives are shared, and values are respected. We are an equal opportunity employer, with a diverse workforce, which is part of the success of our business. Sunrise has partnered with «Advance Gender Equality in Business», is a recipient of the Swiss LGBTI-Label and is certified with the «Fair-ON-Pay Advanced» for providing equal pay for work of equal value to women and men.
In addition to our new «FlexWork» working model, we offer you above-average social benefits and attractive product advantages from the Sunrise range.
Seize this opportunity to join us on our journey to actively help shape our future!
Information for agencies: Application dossiers sent or uploaded by placement agencies, or the like are not desired and will therefore not be considered and deleted.
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