Head of Operation 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!
As the Head of Operation Retention, you will be responsible for leading and managing the strategies and initiatives aimed at retaining customers and ensuring their continued satisfaction with our products or services. You will collaborate with cross-functional teams, analyze data, and develop innovative approaches to minimize customer churn and maximize customer lifetime value. Your role will be crucial in driving customer loyalty and contributing to the overall success of the organization.
- Retention Strategy Development: Develop and implement customer retention strategies; identify key drivers of churn and design interventions; collaborate with marketing, sales, and customer service for an integrated approach
- Team Leadership and Development: Build and lead a high-performing team focused on customer retention and success, providing guidance, coaching, and mentorship to foster professional growth, creativity, and continuous improvement
- Performance Data Analysis and Insights: Utilize data analytics to identify trends and areas for improvement in customer retention efforts, collaborate closely with BI for analytics support, monitor key metrics like SLA, Save Rate, handling time, and NPS, and translate insights into actionable recommendations for improving customer retention and satisfaction
- Performance Measurement and Reporting: Develop regular reports and presentations to communicate the effectiveness of retention strategies to senior management and key stakeholders; set clear performance goals for the team and individual members, tracking progress and adjusting strategies as necessary
- Customer Feedback and Voice of Customer: Establish processes for collecting, analyzing, and acting on customer feedback to enhance their experience; champion the "voice of the customer" within the organization to ensure customer needs and preferences are considered in decision-making
- Cross-Functional Collaboration: Collaborate with product development and Base Management teams to integrate customer feedback into enhancements; work with sales and marketing teams on targeted campaigns for customer engagement and repeat business; partner with customer support teams to address issues promptly
- Bachelor's degree in Business, Marketing, or a related field; Master's degree preferred
- Proven experience in a leadership role focused on customer retention, operations, or related areas
- Telecommunications knowledge is an additional asset
- Strong analytical skills with the ability to interpret data and generate actionable insights and proficiency in using data analytics tools and customer relationship management (CRM) systems
- Excellent communication and interpersonal skills to collaborate effectively across departments
- Travelling will be required (25%)
- English is a must in proficient level, additionally proficient level of German or French
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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