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Director, Base Management

WaveDivision Holdings LLC

Bellingham, WA

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JOB DETAILS
JOB TYPE
Full-time, Employee
SKILLS
Analysis Skills, Best Practices, Brand Marketing (Branding), Brand Positioning, Budget Management, Business Strategy, Campaigns, Coaching, Communication Skills, Competitive Analysis/Strategy, Credit and Collections, Cross-Functional, Customer Experience, Customer Relations, Customer Retention/Renewal, Equipment Maintenance/Repair, Genetics, High School Diploma, Information Technology & Information Systems, Leadership, Marketing, Marketing Plan, Marketing Strategy, Meet Sales Quota, Mentoring, Metrics, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Microsoft Word, Military, Negotiation Skills, Operational Audit, Performance Metrics, Product Positioning, Resource Management, Retail Channel, Retention Programs, Sales Operations, Strategic Planning, Telecommunications Industry, Testing, Time Management, Web Infrastructure, Wi-Fi, eCommerce, eCommerce Sales
LOCATION
Bellingham, WA
POSTED
30+ days ago
Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.

At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers-delivering reliable connectivity and groundbreaking digital experiences.

Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.

We offer a robust benefits package that includes rewards, recognition programs, and employee discounts-ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.

A Day in the Life of the

The Director of Base Management will be responsible for developing and directing strategic retention offer strategies and related campaigns to achieve subscriber and revenue goals. This role will provide leadership and direction for multiple functional areas to influence, shape, develop and integrate retention strategies for the company's customer lifecycle, with a key focus on evolving scalable and data-centric approaches that create a more engaging customer experience and improve customer retention rates.

Work closely with VP to understand the event or series of precipitous events that cause customer dissatisfaction or a predisposition to churn.

Conduct ongoing review of key operational actions needed to improve customer experience.

Assistinestablishingand enhancing metrics for measuring the performance of retention initiatives.

Lead discussions with internal business partners across multiple functional areas to diagnose, recommend and implement retention solutions, including success and testing criteria, and implement best practices to achieve and/or surpass product and customer relationship retention.

Establish consistent cross-functional partnerships with Billing & Collection, IT/Engineering, E-commerce, Retail and Sales Channels to streamline and centralize customer retention strategy.

Partner with CX teams tomaintain& measure departmental KPIs to garner actionable insights that will drive strategies around churn reduction and revenue optimization.

Actively and consistently support all efforts to simplify and enhancethe customerexperience.

Collaborate with other departments and key marketing personnel to definethe company'sretention, brand and product positioning,and ensure ongoing brand awareness and consistency.

Monitor andassistin driving the attainment of key performance indicators, including service level, quality,NPS,and customer satisfactionobjectivesto driveoptimalcustomer experience and maximum retention efficiency.

Identifyfuture needs within the marketplace andqualifyopportunities for new offerings based on fact-based, market-driven insights and analyses.

Analyze competitors' services,pricesand messaging; synthesize information to develop an integrated marketing retention strategy and course of action.

Train,lead,and provide strong leadership and mentorship to the team. Offer strategic oversight to resource allocations, vendorrelationshipsand contracted scopes of work.

Actively support, promote, and advance all aspects ofAstound'sInclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered.

Other duties as assigned.

What You Bring to the Table:

Relevantcable and/or telecommunications experience

7+ years of experience leading in Marketing or Sales Operations

Experienceimplementing and executing retention/competitive strategies, projects, and agency relationships.

Experience synthesizing information and critical details for leadership and driving implementation of decisions and department ops direction.

Proven success leading and partnering with cross-functional teams in a Marketing Operations capacity.

Experience building/supporting monthly, quarterly, and annual marketing plans and processes that reinforce business goals, including ongoing management.

Budget management experience

Ability to manage multiple, diverse projects and management styles in a fast-paced environment.

Excellent communication skills and confidence in managing varying levels ofstakeholdersareessential.

Proactive teamplayerwith a positive attitude whoadaptswell to changing needs and priorities, ambiguity, experimentation,and iteration,andcanpivot easily to achieve goals and deadlines.

Knowledge/experience in platforms and tools that the marketing team and companyuseto support campaign efforts, measureperformance,and provide data and insights.

Proficiencyin Microsoft Office Suite and Google products (Excel including PivotTables, Word and PowerPoint plus Gmail, Docs, Drive, Calendar).

Abilityto negotiate as neededduring budget management discussions

Analytical, resourceful problem solver.

Education:

High school diploma or equivalentrequired.

Bachelor's degree preferred.

We're Proud to Offer a Comprehensive Benefits Package Including:

401k retirement plan, with employer match

Insurance options including: medical, dental, vision, life and STD insurance

Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization

Floating Holiday: 40 hours per year

Paid Holidays: 7 days per year

Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws

Tuition reimbursement program

Employee discount program

*Benefits listed above are for regular full-time position

Base Compensation: The base compensation range for this position is $132,000 - $195,000 plus opportunities for benefits. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to location, relevant skills, experience, and capabilities.

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

FCO (For San Francisco Candidates only):

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Employee Privacy Policy (For California Candidates Only):

https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

About the Company

W

WaveDivision Holdings LLC

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