Customer Retention Strategy Manager

At T-Mobile we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant employee stock purchase plan 401(k) and access to free year-round money coaches. Thats how were UNSTOPPABLE for our employees!

Job Overview
This role supports customer retention efforts by analyzing data and collaborating across functions to reduce customer churn among postpaid customers. It involves structuring analytical problems developing churn intervention initiatives and building arguments to gain collaborator consensus. The role leads the design and execution of testing and implementation plans for retention strategies with business leaders. Success is measured by the effectiveness of retention initiatives impact on customer experience and alignment with key company metrics. The work directly influences customer loyalty and contributes to improved organizational performance and customer satisfaction.

Job Responsibilities:

• Analyze customer data and feedback to identify problems and develop strategies that reduce customer churn
• Lead projects that design and implement retention initiatives targeting specific customer segments or locations
• Collaborate with internal partners across marketing retail finance network and care to build consensus and drive retention efforts
• Synthesize analytical findings into clear presentations that inform decision-making by business leaders
• Also responsible for other duties/projects as assigned by business management as needed
• Develop and optimize cross-channel CRM campaigns across email SMS push and in-app messaging by partnering with marketing analytics and technology teams to drive customer retention.
• Define audience segmentation campaign logic personalization and experimentation using enterprise marketing automation platforms (e.g. Braze ) and dynamic templating languages such as Liquid.

Education and Work Experience:

• Bachelors Degree plus 2 years of related work experience OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Business Finance Accounting Economics Statistics Engineering Math Physical Sciences or related field (Preferred)
• 2-4 years 2 years working on customer-facing products or programs or otherwise in a capacity responsible for ensuring positive customer experiences or business outcomes (Preferred)
• 2-4 years 1 years related business strategy experience. (Preferred)

Knowledge Skills and Abilities:

• Argument Development (Required)
• Communication (Required)
• Cross-Functional Project Management (Required)
• Customer Insights (Required)
• Customer Retentions (Required)
• Data Analysis (Required)
• Financial Analysis (Required)
• Collaborator Management (Required)
• Critical Thinking (Required)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): Yes

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $86200 - $155500

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidates actual pay will be based on various factors such as work location qualifications and experience so the actual starting pay will vary within this range.

At T-Mobile employees in regular non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employees eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location T-Mobile our benefits exemplify the spirit of One Team Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases offering medical dental and vision insurance a flexible spending account 401(k) employee stock grants employee stock purchase plan paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave family building benefits back-up care enhanced family support childcare subsidy tuition assistance college coaching short- and long-term disability voluntary AD&D coverage voluntary accident coverage voluntary life insurance voluntary disability insurance and voluntary long-term care insurance. We dont stop there - eligible employees can also receive mobile service & home internet discounts pet insurance and access to commuter and transit programs! To learn about T-Mobiles amazing benefits check out.

Never stop growing!
As part of the T-Mobile team you know the Un-carrier doesnt have a corporate ladderits more like a jungle gym of possibilities! We love helping our employees grow in their careers because its that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity youre living our values while investing in your career growthand we applaud it. Youre unstoppable!

T-Mobile USA Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age race ethnicity color religion creed sex sexual orientation gender identity or expression national origin religious affiliation marital status citizenship status veteran status the presence of any physical or mental disability or any other status or characteristic protected by federal state or local law. Discrimination retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process please let us know by emailing or calling 1-. Please note this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.