What's The Role?
The Senior Manager of Churn and Agent / Customer Experience is responsible for identifying, quantifying and leading the strategies designed to improve and optimize the employee (our agents and other employees related with the customer experience) and customers experience to ensure we identify and optimize moments that cause churn across our B2B segments while understanding many of our customers interact with us in an omni channel way.
This role will also be responsible for leading cross-functional projects to uncover customer and employees’ pain points, and unmet needs.
They will facilitate working sessions to explore new solutions and bring Design Thinking methodology and mindset to everything they do.
They will lead with the voice of the customer to challenge the status quo and empower our employees to use data as a strategic weapon.
Central to this role is the continuous identification, development and improvement of company processes and experiences which lead to friction, dissatisfaction, and most importantly departure.
This also includes the creation of a retention strategy BOTH proactive and re-active.
This role is largely strategic, but requires demonstrated ability to execute. Their success will be measured based on their ability to strategically develop a cohesive and synergistic strategy.
It is critical to be able to influence effectively, negotiate and align across businesses and the respective delivery teams to ensure we reduce Churn.
By blending analytics, journey insight and UX / UI best practices, the role is responsible for developing strategies which improve customers overall experience with us and ultimately reduce churn over each stage of the customer journey.
What You ll Do
Create, Lead and Optimize the churn strategy approach that the company should follow to increase the customer experience and total lifetime value.
Build, standardize and rollout churn analytics and targets across SMB and Enterprise segments especially focusing on churn across the sales, install and care areas of the customer journey.
Define, map and prioritize churn drivers across the customer journey linking each step with the features and capabilities that must be developed to optimize the customer experience by market and platform.
Define a roadmap that targets areas driving churn for each market and region boosting operative and collaborative synergies over the platforms, resources, and insights to improve our productivity, efficiency, customer experience perception and cost effectiveness.
Proactively know what tools (from lean, agile, design thinking) to use for a given situation and plan the work, including workshop or sprint planning, owning the end to end execution of the sprint (pre-work, sprint facilitation / lead, post sprint read-outs / next steps).
Work independently to create deliverables such as journey maps (current & future), service blueprints, executive presentations related with the churn objectives.
Challenge teams to think about creative solutions using various idea generating methods and mindset.
Bring together various data sources to understand consumers’ friction points, motivations, needs, goals, etc. and uncover the why behind consumer actions from a holistic, data-based view.
Document / refine data-based enterprise personas of the target consumer to build empathy, share emotional and functional needs, and help teams create experiences.
Document current and future consumer journeys, identifying key activities, touchpoints, emotions, supporting data, and opportunities.
Apply CX work to strategic initiatives, developing the service blueprint (all the operational and technical processes) required to test and deliver the experience.
Communications Create and tell compelling stories at every stage of the process to engage stakeholders, explain goals and tactics, and bring CX to life in the organization.
Prepare C-Level presentations and present to cross-functional leadership.
Ability to synthesize disparate information to unlock relevant insights.
Empathize with business partners and grasp context (goals, timelines, constraints, etc.) to reframe business challenges to a consumer-centric strategic frame.
Storyboard and visualize concepts to effectively align mental models.
Continually test and track improvements made to ensure they are driving the correct behavior and delivering optimal results.
Produce growth plans to drive results, and recovery plans if performance is not meeting expectations.
Encourage the organization to take churn management which are aligned with the customer’s goals and needs.
Build internal stakeholder relationships based on mutual understanding, trust and the ability to deliver, whilst effectively managing expectations.
Knowledge, Skills & Experience
Passionate about continuous improvements digital and customer experience : aware of the latest CRM and Digital trends and acts as an advocate
Innovative, with a track record of challenging the status quo
Resourceful and proactive, with strong, creative problem-solving skills
10+ years’ experience in a similar CX Strategist and omnichannel ecosystem
Proven experience of using data to drive your decision making, create plans and affect change : i.e. you know what things to measure and how to measure them
Excellent organizational skills : able to create plans, manage projects, working to deadlines and changing priorities
Outstanding communication skills are essential, particularly being able to explain technical concepts to people without deep technical knowledge
Strong track record of creating and delivering strategies and plans
Ability to build strong working relationships across wide and varied business areas, effectively manage stakeholders and bring people with you
Effective budget ownership and management
Experience of successfully managing external agencies and suppliers
Proven experience of managing team members
Communication : They must be able to clearly describe job duties to those they supervise, and lay out full plans to the management.
Technical Understanding : A strong grasp of technology trends, CX strategy, digital strategy and transformation is essential to the job of.
Flexibility : Candidates must be willing to work long, irregular hours when needed. The market changes quickly, and new developments may require a quick overhaul of the company’s strategy.
Thus, the idea candidate will be able to change strategies and rethink conventional wisdom at any time.
Professionalism : The Ecommerce Manager will be required to oversee a team, meet with clients and designers, and present to superiors.
As such, a professional approach in dress and speaking ability will be essential for success.
A position as an Senior Manager of Churn and Agent / Customer Experience will require a Bachelor’s degree with a specialization in marketing or business.
As the position is a leadership position, companies often require classes in management as well, and an CX and Churn management will generally have at least ten years’ experience in a related field.
Tools and Resources
Analytical Tools : Google Analytics, Salesforce, and other analytical software will be essential for tracking sales trends and making projections of future growth.
Spreadsheets : Tracking data is an essential part of the job. Using tools like Excel and other spreadsheet software makes organizing months of data effective and easy.
Presentation Software : PowerPoint is essential to creating visually appealing, easy-to-follow presentations.
Improved lifetime Value.
Customer sentiment and satisfaction measured across the journey.
Who We Are
We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica.
We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.
Why join us
Technology excites us enables us and drives us. We re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers lives with technology so that they can connect, work, live and play without missing beat.
Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.
Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy / childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and / or local laws.