Verizon Wireless Manager of Customer Engagement in Hilliard, Ohio
What you’ll be doing...
The Manager of Customer Engagement – Frontline Engagement is responsible for the management of Wireless Business Group (WBG) customer facing loyalty tools, i.e. Save Offers, Customer Notifications, as well as leading all efforts for frontline engagement for churn initiatives, i.e. retention roundtables and newsletters. The Manager will also lead the WBG Executive Engagement program and provide in depth insight and analysis into the strategies and market threats of our competitors.
The Manager of Customer Engagement will solicit information from a variety of internal teams including the frontline sales teams, BGCO, Marketing and B2B Market peers across the organization to develop recommendations for improving customer facing tools. The Manager will act as the primary point of contact for the sales team to plan and execute education campaigns to decrease churn and drive awareness of how to overcome the competition and participation in the Executive Engagement program.
Primary responsibilities include:
Develop and execute the Wireless Business Group’s top churn initiatives by partnering with the BGCO, Finance, Offer Development and the national CRM team.
Take lead operational role to ensure a solid customer experience for all service or product related changes requiring customer notice.
Establish monthly and quarterly cadence of communication to frontline teams to drive awareness and action around WBG churn initiatives.
Provide in depth competitive analysis on key threats and opportunities that impact the Wireless Business Group vertical teams.
What we’re looking for...
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
Experience with CRM systems and demand generation strategies.
Six or more years of sales, operations, business development or marketing experience.
Even better if you have:
Demonstrated communications and influence skills with different stakeholders.
Managed multiple projects with tight timelines and multiple stakeholders.
Presentation, communication, and leadership skills.
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
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