Director, SMB Customer Retention Marketing

Cox Communications

(Atlanta, Georgia)
Full Time
Job Posting Details
About Cox Communications
As the third-largest cable provider in the nation, Cox Communications Inc. is noted for its high-capacity, reliable broadband delivery network and superior customer care. For Cox, it’s not about being the biggest; it’s about being the best.
Summary
This role is responsible for defining, driving and leading national small-to-midsize business retention marketing strategy for Cox Business. The position works in partnership with key corporate boundary partners as well as Cox Business center and field-based leaders. The ideal candidate will provide the overarching approach and process to mitigate customer churn, encourage additional product penetration and enhance overall customer retention and loyalty.
Responsibilities
* Develop a comprehensive annual customer retention roadmap and plan to mitigate churn, deepen up-sell/cross-sell penetration and improve customer loyalty across the SMB business landscape * Facilitate company-wide cross-functional ownership with a singular focus to sustain and improve SMB customer retention through the identification of factors causing churn and a passion to keep and maintain customer satisfaction. * Partner with Brand, Creative and Social Media Team to ensure consistent messaging, positioning and value proposition congruent with Cox Business and Cox Communications at-large and create a customer retention “wow” effect * Partner with Cox Business Consumer Insights, Product Management, Product Development, Operations, Support and Sales organization in the holistic view of SMB customer lifecycle and contact strategy and shape an internal culture to promote customer retention * Mitigate churn through proactive and reactive strategies which seek to optimize the customer experience, win back former customers, increase customer lifetime value and improve overall profitability * Align with Pricing, Campaign Management and Inside Retention teams on a comprehensive architecture and promotional pricing lifecycle strategy (onboarding to mid-life to renewal and win-back) to stimulate customer retention performance through sales and support team optimization * Bolster customer experience through the marketing oversight of adjacent growth SMB initiatives, e.g. business security, to drive increased commissioned installed sales and revenue growth * Represent the Voice of the Customer in company-wide initiatives, e.g. voice, data and digital television transformation, etc. related to the SMB space.
Ideal Candidate
* 10+ years of experience required in customer retention or related field (i.e. Marketing, Sales, Sales Operations, etc.). 7+ years of experience required if candidate possesses a related advanced degree (MS/MBA or above). * Excellent business acumen, strategic thinking, relationship building, verbal, written litening, presentation, facilitation and collaboration skills to work effectively with teams throughout organization * Requires strong knowledge of commonly used applications such Microsoft Word, Excel, PowerPoint * Proven customer-focused project and process management skills * Successful experience working in a team-driven and highly creative environment * Preferred * BS/BA degree in related discipline strongly preferred (e.g. Marketing, Business Administration or related field) * 7+ years of experience in a management role * MBA preferred * Experience in telecommunications industry desired. * Marketing automation and lifecycle marketing experience desired.

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