Director, Base Retention Residential (304488-798)

Frontier Communications (NYSE: FTR) is one of the nation’s largest independent telecommunications providers offering local, long distance, and Internet access services in 24 states over 2.4 million access lines. With more than 100 years of telecommunications experience, we operate on a solid, time-tested foundation of communications and operational excellence with products and services you can always depend on for your home, your small or medium-sized business, or your global organization.

Job Description:

Director of Base Retention (Residential)
This position is responsible to provide Marketing and Retention leadership across the Consumer segment.   Reporting to the Vice President of Consumer Marketing, this is a role with emphasis on identifying unique opportunities for acquisition and retention program development and implementation.
 
 
Development of the Customer Retention strategy will include competitive acquisition offers targeted to the Winback group, a customer contact program, loyalty driven benefits across various customer groups within the segment, and a strong measurement component.  This person will lead the Corporate, Region, and Local Market alignment to ensure that Retention is part of all planning and implementation.  The Director is responsible to develop and execute measurable and impactful programs to proactively address churn.
 
The Director is responsible for driving Market Share and Revenue growth through effective Churn management and Customer Loyalty strategy and tactics planning and execution.
 
This leader will work closely with a cross organizational team, including Product, Finance, various marketing leaders at corporate and in the field to achieve budgeted Market Share and Revenue results.
 
This is a Customer-Focused leadership role.  Understanding the dynamics of various Customer segments and being able to associate the telecommunications need to a Frontier product and service loyalty is of utmost importance.  The Director will bring planning and leadership to the Winback and Competitive areas of the business.
 
Responsibilities Include:
 

Provide overall Retention and Customer Loyalty leadership for strategies and tactics across Frontier organization
Plan, develop, manage and execute Retention strategies and targeted plans / campaigns
Develop and execute Loyalty programs, with tracking to ensure the analysis results in application to improve results
Deliver churn planning and management results by keeping Average Revenue per Unit at the budget target, the cost per save within budget, and the overall net unit results at Plan
Lead Corporate and Field marketing teams to deliver communications strategies and executions that are designed to address the Retention and Loyalty opportunities
Oversee programs, budgets and calendars for the most effective use of marketing resources
Assess results with ability to quickly adjust plans and tactics to positively influence customer acquisition/retention behavior and achieve budgeted volume and revenue results.
Work closely with other Marketing and Finance team members to achieve goals.
Lead a diverse team toward common goals that are results driven within a performance metrics environment.

 
Required Qualifications:
 

BA/BS plus 7-10 years professional experience with Consumer Retention and Loyalty programs
Expertise and knowledge about the Consumer targeting, messaging, and program development/execution. 
Successful experience in developing business partnerships to associate Frontier loyalty with rewards (other products and services)
Strong presence with excellent verbal and written communication skills
Ability to think strategically and tactically while delivering results in a high-change, fast-paced work environment
Proven Ability to deliver Market Share and Revenue results
Ability to collaborate / partner with various teams across the organization to drive results
Direct Marketing campaign experience is a plus
On-line Marketing knowledge and experience as part of Customer Loyalty vehicles
Vendor and agency management experience; working within an advertising or promotions agency a plus
Ability to organize a multitude of tasks, projects and information simultaneously
Successful execution with minimal oversight, which requires independent thought, decision-making, and application
Exemplary communication and language skills, both verbal and written

*Position may also be located in Rochester, NY or Burnsville, MN

Frontier Communications is an Equal Opportunity Employer. Citizens Communications does not discriminate on the basis of race, color, creed, religion, sex, national origin, age, marital status, citizenship status, disability, sexual orientation, veteran status or any other protected class.