Head of Operation Retention 80-100%

At Sunrise, we think bigger, go further and create new ideas. For us working culture means achieving great things together. It’s where respect and innovative ideas combine with real teamwork – every voice counts, every perspective makes us stronger. Our passion spurs us on to try new things and grow continuously. Sound like you? Then join our success story.

As the Head of Operation Retention, you will be responsible for leading and managing the strategies and initiatives aimed at retaining customers and ensuring their continued satisfaction with our products or services. You will collaborate with cross-functional teams, analyze data, and develop innovative approaches to minimize customer churn and maximize customer lifetime value. Your role will be crucial in driving customer loyalty and contributing to the overall success of the organization.

YOUR CHALLENGE:

• Retention Strategy Development: Develop and implement customer retention strategies; identify key drivers of churn and design interventions; collaborate with marketing, sales, and customer service for an integrated approach
• Team Leadership and Development: Build and lead a high-performing team focused on customer retention and success, providing guidance, coaching, and mentorship to foster professional growth, creativity, and continuous improvement
• Performance Data Analysis and Insights: Utilize data analytics to identify trends and areas for improvement in customer retention efforts, collaborate closely with BI for analytics support, monitor key metrics like SLA, Save Rate, handling time, and NPS, and translate insights into actionable recommendations for improving customer retention and satisfaction
• Performance Measurement and Reporting: Develop regular reports and presentations to communicate the effectiveness of retention strategies to senior management and key stakeholders; set clear performance goals for the team and individual members, tracking progress and adjusting strategies as necessary
• Customer Feedback and Voice of Customer: Establish processes for collecting, analyzing, and acting on customer feedback to enhance their experience; champion the \“voice of the customer\“ within the organization to ensure customer needs and preferences are considered in decision-making
• Cross-Functional Collaboration: Collaborate with product development and Base Management teams to integrate customer feedback into enhancements; work with sales and marketing teams on targeted campaigns for customer engagement and repeat business; partner with customer support teams to address issues promptly

YOUR SKILLS:

• Bachelor\’s degree in Business, Marketing, or a related field; Master\’s degree preferred
• Proven experience in a leadership role focused on customer retention, operations, or related areas
• Telecommunications knowledge is an additional asset
• Strong analytical skills with the ability to interpret data and generate actionable insights and proficiency in using data analytics tools and customer relationship management (CRM) systems
• Excellent communication and interpersonal skills to collaborate effectively across departments
• Travelling will be required (25%)
• English is a must in proficient level, additionally proficient level of German or French

At Sunrise, you’ll be working in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived. Diversity isn’t just a program for us, it’s part of our DNA. By celebrating our differences, we achieve great things together.

Sunrise has partnered with «Advance – Gender Equality in Business». We’ve also been awarded the Swiss LGBTI label and «Fair-ON-Pay Advanced» certification as recognition for offering all our employees equal pay for work of equal value.

Ready to rise to the challenge? Then join the team and actively shape our future!

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Information for agencies: Application dossiers sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted.

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