Job Information
T-Mobile USA, Inc Manager, Customer Retention Strategy in Bellevue, Washington
Be unstoppable with us! T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop! T-Mobile's Customer Retention Strategy team has direct responsibility for our retention effort across our millions of postpaid customers and helps to ensure that we win customers for life. Leveraging deep problem solving and cross functional collaboration skills, the team matures specific churn intervention initiatives from concept through to decision and execution. They will build business cases and engage with key partners to mature initiatives and gain buy in (e.g., network, acquisition marketing, retail, care, digital). The team will lead the development of testing and full-scale implementation plans with line of business leaders for these innovation ideas. This is a key member of the team and helps refine concepts, structures and performs analyses, design implementation tests and plans, and shepherds' initiatives through to execution. Consumer Base Management is a new department overseeing some of our most critical company metrics. The strategies this team will build will help solve for a better customer experience! Job Responsibilities: Structure analytical problems, extracting and analyzing data, and presenting findings to business leaders to help solve customer pain points to reduce the likelihood of customers leaving T-Mobile. Lead initiatives that directly impact customer acquisition, offers, campaigns, messaging, and reduce calls to customer care. Build financial and other decision-making models to demonstrate insights and results to bolster business justification. Perform a leading role on projects, working closely with internal partners to understand key business issues and structure problem solving approaches that could be specific to location or segments of customers. Analyze customer insights and feedback, generating ideas for problem solving based on data for informed decision making. Synthesize recommendations and understand their impact on the business. Work with leaders in consumer marketing, retail, finance, network, care and strategy organization to build consensus and motivate change. Perform scenario and sensitivity analysis to enhance decision making across a range of options. Construct executive level presentations and present complex analytical findings in clear, concise, and decision-impacting manner. Qualifications: 2 years or less Management consulting, strategy or other experience requiring quantitative analysis and ambiguous problem solving, 4-7 years related business strategy experience. "Consulting-style" problem solving that can break ambiguous problems into pieces using a hypothesis-driven approach. Perform broad array of analytic capabilities: descriptive analytics on big data sets, predictive analytics, complex modeling, etc. Comfort with reading and understanding implications of income statements, balance sheets, cash flow statements. Contextually modulate language and message to tailor to audience (presenting up to VP level). Build logical narrative structures independently and create compelling visualizations. Bachelors degree in Business (Finance, Accounting, Finance)), Economics, Statistics, or other quantitative/ technical fields (e.g., Engineering, Math, Physical Sciences); MBA preferred. * At least 18 years of age * Legally authorized to work in the United States Travel: Travel Required (Yes/No):No DOT Regulated: DOT Regulated Position (Yes/No):No Safety Sensitive Position (Yes/No):No<