Customer Retention Manager, Business Analysis

As America's Un-carrier, T-Mobile US, Inc. (NYSE: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.The Manager for Customer Retention Programs is responsible for identifying, planning, designing and implementing opportunities for improvement in Customer Loyalty and Churn, and for the technical design, development and implementation of reporting infrastructure and interfaces to understand the benefits of planned projects in various T-Mobile functions attacking these same issues. Among the opportunities for improvement in Churn and Loyalty that the Manager would be expected to participate are: Triggers/Events, Preventative Programs and Detractors/Dissatisfied programs.Qualifications:

• 2+ years Strategic Analysis in a large corporation preferred (note, experience in a strategic or operational consulting organization can substitute for this requirement).
• 2+ years of experience in customer retention or relationship management/marketing, including program development and execution.
• Demonstrated data mining, mathematical/statistical modeling and business case skills.
• 3+ years of relevant experience working for a large national service provider, retailer, or multi-channel distribution; wireless and/or subscription services must account for at least 2 years.
• Must be proficient and have experience using SQL, Tableau MS Office (Excel, Word, PowerPoint) and MS Project.
• Excellent written and verbal communication skills; effectively communicates with all employee levels and levels of management.
• Proven experience with identifying & resolving project impacting issues, works with members of the Project team and business SMEs/executives to develop and implement viable solutions.
• Experience in communications services or consumer products strongly preferred.

Job Duties and Responsibilities:

• Identifies new program opportunities tied to customer churn and dissatisfaction through deep analysis of internal customer data.
• Develops business cases and complex financial models for new initiatives, providing though leadership on approach, inputs, and outputs.
• Perform key driver assessments on KPIs, identifying likely root cause of shifts in performance and driving actionable recommendations (new programs, program modifications) to address changes.
• Forecast and track all-up program and budget performance including identification of risks or gaps/overages.
• Track offer performance and drive recommendations for offer retirement, modification, or new offer development based on performance trends.
• Responsible for conducting data mining, predictive modeling, applying advanced mathematical and statistical concepts to interpret results and identify correlations and make recommendations based on insights

We Take Equal Opportunity Seriously - By Choice

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.