Description
We're seeking a dynamic Senior Manager to develop and expand our customer retention practice at Xplore. This practice will include analyzing customer churn to isolate key drivers and developing programs to address these drivers across our various platforms (satellite, fixed wireless and fibre) and regions. The role will lead a cross-functional team of all critical stakeholders to design, develop, execute and measure programs and campaigns to address churn and will have ultimate accountability for churn KPIs.
Key responsibilities include:• Opportunity sizing, program scoping:
Analyzing data from various sources to determine pockets of opportunity within the existing customer base to sell more (additional products or upgrade to existing services) or drive greater customer retention
Define specific programs, policies, tactics or campaigns to pursue the opportunities identified
Monitoring channel and campaign performance and optimizing program based on performance trends and channel feedback/insight
• Cross-functional collaboration:
Working with network, channels, go-to-market execution, campaign execution and data & analytics partners to launch new initiatives
• Performance Management:
Monitoring high-level KPI trends on a daily basis
Monitoring performance of specific program or campaign KPIs and assessing vs. forecast, plans or business case assumptions
Engaging with channels to ensure feedback loop on execution, rep and customer experience, etc.
• Understanding of Canadian Internet and the telecommunications market
• Strong experience and skillset with customer segmentation and campaign design and execution (e-mail, outbound calling, etc.)
• Strong experience and skillset with business case development and financial modelling
• Strong experience and skillset with analyzing data to uncover actionable insights and inform assumptions to size initiatives and make decisions
• High familiarity with MS Office suite (Word PowerPoint, Teams), expert in Excel
• High familiarity with PowerBI or other data visualization applications (e.g. Domo, Tableau)
As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.
Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.
Company Overview:Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.
