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Customer Lifecycle Program Mgr

US Cellular

This is a Full-time position in Chicago, IL posted November 21, 2020.

Customer Lifecycle Program Mgr – SAL021232

Lead the development and implementation of customer lifecycle projects that aim to stem churn and enable growth, driving profitability and net add positivity. Recognized by cross functional teams as the Subject Matter Expert for customer strategy and tactics. Provides strategic direction in developing tactics around customer engagement, retention (churn mitigation) and growth. Responsible for establishing both short and long term planning and roadmaps related to lifecycle and retention strategies.

  • Develop and execute key business metrics for engagement and retention strategies.
  • Motivate and inspire sales team and leadership to partner, develop, and deliver innovative and impactful engagement and retention strategies.
  • Partner with B2B Marketing to develop and deliver holistic lifecycle programs that will focus on predictive, relevant offers that retain customers.
  • Perform technical analysis and identify trends to help determine future requirements and projected forecasts; present data analysis and related analytics.
  • Own and provide project management leadership to address reactively identified net activation risks across the assigned team.
  • Establish and drive with cross functional teams, specific responses, actions and execution to exceed Net Activations objectives.
  • Assist cross functional support teams (Network, Care, Pricing Contract Analysis, Product, Marketing) to identify customer specific solutions for retaining existing customer business (measured by deactivation volume and rates), as well as to identify cross-sell/upsell opportunities.
  • Identify and lead proactive leadership to maximize future net activation results across the assigned sales team through implementation and executions of programs to reduce future deactivations by customers.

#LI-RM1

  • Bachelor’s degree in related field.
  • 7-10 years of project management or customer relationship management or sales management experience
  • Demonstrated leadership success and abilities including establishing strategic direction and delivering results through cross-functional collaboration and organizational involvement
  • Proven program management skills, including effectively managing multiple complex projects simultaneously
  • Well organized, strong administrative and detail-oriented skills.
  • Excellent verbal, written and presentation communication skills at all levels in the organization including Senior Executive Management.
  • Advanced skills in Microsoft Office Products (i.e., PowerPoint, Word, Excel, Access etc.)
  • Some travel may be required

PREFERRED QUALIFICATIONS

  • MBA
  • PMP Certification
  • Sales Experience
  • Telecom or wireless industry experience

Job : Sales Business Solutions

Location(s) : Illinois-CHICAGO_IL Virginia, Nebraska, Maine, Tennessee, Washington, North Carolina, Oklahoma, New Hampshire, Missouri, Iowa, Kansas, Oregon

U.S. Cellular® is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.

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