Job Summary
The Director, Retention Center leads our operations across Jamaica, overseeing the strategic management and execution of our customer retention initiatives. Reporting to the Senior Director of Retention, this leader is responsible for directing, planning, and implementing retention and sales strategies to achieve key business objectives. The primary focus is managing our existing customer base, reducing churn, and identifying opportunities for revenue growth.
The Director, Retention Center will be responsible for ensuring a highly skilled and motivated Inbound Retention Sales team through effective recruitment, selection, training, performance evaluation, and continuous development. This role oversees the day-to-day operations of retention call centers across Jamaica, ensuring efficiency in service delivery, cost management, and performance optimization.
Responsibilities
- Developing and executing successful business plans for the Inbound Retention Sales team, ensuring alignment with organizational goals.
- Managing operational expenses, including payroll, budgeting, and forecasting to optimize financial performance.
- Analyzing performance reports and leveraging data-driven insights to develop effective retention strategies.
- Driving maximum save rates, revenue growth, and customer retention through strong leadership and motivational techniques.
- Managing offer utilization and monitoring ARPU (Average Revenue Per User) to minimize erosion on customer saves.
- Tracking and evaluating retention performance metrics to ensure budgeted goals are consistently met.
- Overseeing the overall customer experience, ensuring the implementation of effective call monitoring and quality assurance processes.
- Providing direction and coaching to Inbound Retention Sales Managers, Supervisors, and Representatives to achieve business objectives and drive continuous sales growth.
- Ensuring all retention agents are well-trained, knowledgeable about current campaigns, and adhere to best practices in customer engagement and retention.
- Reviewing sales reports to monitor team performance and implement necessary improvements.
Qualifications
- 8+ years of experience in sales, customer retention, or related fields.
- Bachelor's Degree or equivalent (MBA preferred).
- Deep understanding of Inbound Retention processes within the telecommunications industry, including sales procedures, incentive programs, staffing models, and product knowledge.
- Experience in financial planning, statistical budgeting, negotiation, and data analysis.
- Strong project management, organizational, and process management skills.
- Proven track record of increasing customer retention rates through strategic initiatives.
- Experience in implementing pricing adjustments, customer onboarding strategies, and retention-focused processes.
- Ability to critically analyze problems, challenge assumptions, and implement creative solutions.
- Strong leadership, coaching, and team-building abilities.
- Ability to travel across various locations as required.
- Ability to manage and motivate commission-based employees, ensuring consistent focus on key performance indicators (KPIs), including Average Handle Time (AHT), schedule adherence, and customer satisfaction, while driving team performance and achieving departmental goals.
