Director B2B Customer Base Management

Altice USA
United States, Texas, Plano
Dec 18, 2024
Optimum Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We areOptimum! Job Summary The Director, B2B Customer Base Management (CBM) supports initiatives designed to grow revenue, improve customer survivability, and Lifetime Value through strategic management of the customer base. This role is responsible for analyzing data to detect customer and market trends while working across teams to assess opportunities, develop strategies, and plan targeted programs and campaigns, with a focus on customer-level opportunities and treatments. Success will be achieved by the CBM Director through development of new pricing and customer journey strategies designed to drive revenue growth while improving value delivery and customer satisfaction. This role will lead a team of customer focused managers to drive strategy and delivery of optimized pricing and loyalty initiatives. This is a highly strategic role, the CBM Director is responsible for delivering end-to-end program strategies that are operationally achievable. It is a highly dynamic position, that should at the same time be able to influence in a matrixed environment. This role reports to the Sr. Director, B2B Offer Strategy & Customer Base Management and will work cross functionally with key contacts in Marketing, Offer Strategy, Data & Analytics, Business Planning, Sales, Care, Readiness, Customer Communications, Billing, Revenue Assurance and Legal to optimize strategies through all touchpoints. Responsibilities Create strategy for the customer base to improve customer satisfaction and business growth. This can include rate/pricing changes, product migrations, retention programs, segmentation, and communication tactics. Analyze data related to the customer base, product mix, and pricing to ensure nuanced approach to challenges. Identify strategies for long-term growth and improved customer survivability through development of meaningful & actionable tactical plans Measure performance of strategies against ARPU & product plans Develop Executive-level presentations to effectively communicate insights, strategies and requirements. Advise on product initiatives that impact the base, including product retirements and changes, to ensure strategic management of potential customer pain points. Being a Customer Advocate, with a constant eye on improving the customer journey through all touch points #LI-AD1 Qualifications 10+ years relevant work experience with demonstrated ability in developing and executing initiatives that drive revenue and improve customer sentiment Bachelor's degree in Marketing, Strategy, or another Business-related field; MBA preferred Strong qualitative and quantitative analytic skills and ability to develop an understanding of market dynamics & customer behavior. Ability to create presentations, visualize data and articulate a story behind the data and insights appropriate for executive audiences. Ability to work in a fast-paced environment under tight deadlines and demonstrate flexibility Challenges the status quo to identify areas for improvement, efficiency and effectiveness Confident in communicating vision, status, and performance metrics to key stakeholders Strong interpersonal skills with the ability to work with various functional areas Strong Excel and PowerPoint skills with ability to create superior, concise presentation of data and concepts At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity. We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law. Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQfor further details. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York is$141,372.00-$232,254.00/ year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.