Head of Retention B2B (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!
The Head of B2B Retention is a critical leadership role responsible for managing and improving customer retention strategies within the B2B organization. This person will lead a team based in Switzerland and manage an operational team located abroad. The role involves the development and execution of comprehensive strategies aimed at preventing customer churn and enhancing customer loyalty. The successful candidate will possess a deep understanding of market dynamics, customer behavior, and industry trends to effectively drive retention initiatives, with the goal of reducing churn and achieving long-term customer commitment.
- Lead and manage a tactical team based in Switzerland and an operational team abroad, ensuring alignment with strategic goals
- Execute customer retention strategies and campaigns tailored to diverse customer segments, ensuring end-to-end ownership of complex projects to enhance customer loyalty and meet retention sales targets
- Oversee operational efficiency of external call centers, including customer escalations, capacity planning, and team performance management to ensure seamless operations and customer satisfaction
- Create market analysis and use customer insights to perform strategic retention initiatives, ensuring proactive adjustments based on competitive landscape and industry trends to optimize customer retention strategies
- Manage the churn budget efficiently, implementing cost-effective strategies and tracking their financial impact to optimize retention activities and maximize budget utilization
- Cultivate and enhance customer loyalty through strategic initiatives and personalized engagement strategies, ensuring long-term satisfaction and retention
- Willingness to travel abroad at least 2-3 days per month to oversee operational teams and ensure alignment with strategic objectives
- Bachelor's degree in business administration, marketing, or a similar course of study
- Proven leadership experience of at least 3 years including skills in leading teams abroad & more than 5 years of experience in Telecommunication, at least 3 years in a Retention role
- Technical expertise and business acumen to create and deliver innovative solutions for long-term customer commitment
- Strong analytical mindset with proven experience in leveraging complex data to make clear recommendations
- Strong organizational skills demonstrated by experience in managing complex campaigns or projects through on-time and on-budget implementation
- Excellent communication and collaboration skills to work effectively with different stakeholders
- German and English - fluent in spoken and written (any other national language is an advantage)
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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