Senior Manager, Customer Retention (Strategy/Metrics)

Who we Are

Oncourse Home Solutions (OHS) is a people-centric, $450M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.7 million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water / gas / electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water / gas / electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an 'Oncourse SUPER'-Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don't have to. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and / or harassment.

Position Summary

The Senior Manager, Customer Retention is responsible for driving customer retention strategy efforts at Oncourse Home Solutions. The role will lead and manage a Manager of Retention and a Senior Marketing Specialist.

Reporting to the Head of Products, Pricing & Retention, the Sr. Manager of Customer Retention will own our retention metrics and will bring a general manager mindset to driving improvement across all markets and products. The Senior Manager in this role will develop comprehensive, multi-channel retention plans for partner and direct-to-consumer markets - determining the right tactics, offers / incentives, messaging and operating structure (how and who handles calls) to ensure customers remain active. This role requires enhancing existing strategies and developing new approaches that enable Oncourse to continue growing its customer base. This role will collaborate closely with Growth, Product / Pricing, Acquisition Marketing and Contact Center teams to drive cross-functional retention efforts and will be the primary subject matter expert for all retention KPIs by market and product.

This role will drive the strategy, set targets, and evaluate performance to achieve retention KPIs. Optimal execution of customer messaging and retention campaigns will all be supported in a cross-functional manner.

This role will be based in the Naperville location. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model is required (generally in-office T-TH and remote M & F).

Responsibilities included but not limited to :

• Develop comprehensive, multi-channel retention plans for partner and direct-to-consumer markets - determining the right tactics, offers / incentives, and messaging to ensure customers remain active.
• Manage and develop early-to-mid career high performing individual contributors.
• Think holistically about the customer experience and identify opportunities to enhance retention before the moment the customer is attempting to cancel.
• Evaluate existing retention strategies and prioritize opportunities for improvement based on impact potential. Work cross-functionally with existing teams to implement, measure, and iterate on enhancements to existing strategies.
• Where needed, identify new retention strategies and tactics. Develop a roadmap for how new tactics can be implemented with cross-functional teams including. Hold teams accountable for implementing new tactics, measure and iterate on the actions
• Partner with Finance and Business Intelligence to obtain the necessary visibility to manage retention efforts on a daily, weekly, monthly, and longer-term basis.
• Proactively identify issues and act quickly. Leadership would rather know about a problem early and be confident that you are taking action than be surprised by a long-standing issue.

We are excited if this is You

Education

Bachelor's degree, Advanced degree or equivalent work experience.

Computer Skills Needed to Perform this Job

Proficiency in Microsoft Office Suite (Word, Excel)

Proficiency in Looker or other BI tool

Certificates, Licenses, Registrations

None

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $120,000- $165,000 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include but are not limited to : healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

Competencies

Drive for Results : Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Leading with Influence : Managing direct and indirect relationships with productive influence not necessarily authority

Customer Focus : Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Problem Solving : Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.

Intellectual Horsepower : Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.

Strategic Agility : Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

Salary : $120,000 - $165,000