Director of Customer Loyalty - Lindon, United States - Vivint

Vivint Lindon, United States

3 weeks ago

Description

Job Description

Our mission is to redefine the home experience with tech and services to create a smarter, greener, safer home that saves our customers money every month.

Essential Functions/Responsibilities:
Develop actionable strategies rooted in financial analysis and data insights to minimize customer churn.

Oversee customer delinquency management, optimizing payment rates to reduce involuntary attrition.

Lead call center teams in effectively handling customer cancellation requests.

Utilize data segmentation to tailor retention strategies, maximizing customer lifetime value.

Assess new reactive loyalty offers and discounts, ensuring they positively impact churn and maximize profitability.

Implement A/B testing to identify and deploy optimal retention strategies.

Foster collaboration and communication among cross-functional teams including Customer Care, Analytics, Marketing, Product Development, and Finance.

Simplify complex problems into clear, actionable solutions.

Present hypotheses, conclusions, and recommendations to senior management with confidence and clarity.

Adapt team management strategies to swiftly address evolving business needs.

Required Skills:
Proven track record of driving financial outcomes both independently and through effective teamwork.

Demonstrated leadership prowess, with a visible ability to influence and a personable demeanor.

Proficiency in analyzing operational data and comprehending intricate financial metrics to validate hypotheses.

Excellent communication skills, capable of simplifying complex data and issues for diverse audiences.

Innate drive, enthusiasm, and commitment to continuous improvement and achieving tangible results.

Inclination to delve into details, leveraging extensive operational knowledge to guide and inspire your team; hands-on leadership preferred.

Required Experience:
Bachelor's degree or equivalent practical experience.

At least 5 years of experience in roles involving customer engagement and leadership of customer support teams.

Familiarity with Salesforce or other widely used CRM applications is advantageous.

Proficiency in both communication and data analysis.

Demonstrated ability to execute effectively, driving actionable outcomes.

What you will be working on:
Reducing customer attrition and driving an increase in customer lifetime value for Vivint, the leading smart home service provider serving over 2 million customers

Learn about the Vivint Culture ) and why it's a great place to grow your career

Here are some highlighted perks you should ask us about:

Free daily lunch and drinks on site

Paid holidays and flexible paid time away

Employee/Friends/Family Discounts

Onsite health clinic, gym, gaming tables

Medical/dental/vision/life coverage & 24/7 Medical Hotline

401(k) + Employer Match

Employee Resource Groups

Employee Stock Purchase Program

WORKING CONDITIONS:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

SAFETY:

Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment.

Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public.

Employee must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".

Vivint, an equal opportunity employer, does not consider any protected traits (e.g., race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring—under federal, state, and local laws.

We are a drug-free environment. We do not conduct pre-employment drug screening; however, we do conduct random drug testing on site.

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