Manager, Analytics & Strategy - Retention

Job Summary
You love data, analytics and learning, want to be on a fast-paced, collaborative team, and are interested in driving customer loyalty strategy to retain and grow our Small-to-Medium Business (SMB). You may have found the perfect team. We, the Comcast Business Customer Loyalty team, are looking for a manager of retention analytics and strategy. Specifically focused on Customer Retention, this manager will think strategically and lead critical analyses to help reveal the dynamics of customer loyalty and retention. You will help point the way for managing our base of customers to prevent churn and maximize growth opportunities. You will have significant exposure to the whole Senior Leadership team of Comcast Business SMB. As the Manager of Retention Analytics & Strategy you will employ data-driven decision making, problem-solving and analytics skills to uncover insights. To do so, you will leverage big data to identify opportunities, and will partner with colleagues in executional roles to ensure success.
Job Description

Core Responsibilities
  • Creates actionable insight and understanding, through the analysis of both quantitative and qualitative data, building recommendations in support of strategic initiatives focused on customer loyalty.
  • Works cross-functionally to brainstorm approaches and analytical frameworks, acquire data, execute analyses, and packages actionable recommendations.
  • Presents data-driven recommendations for enhancing customer loyalty to Senior Leadership to earn buy-in for most promising ideas.
  • Identifies possible conflicts with the strategy and recommends cost-effective alternatives.
  • Conducts full analyses of changes impacting customers and operations and ensures impacts are accurately integrated into forecasts.
  • Carries out post-event analyses to validate forecast assumptions and identifies all additional factors associated with changes.
  • Builds and maintains dashboards and other key sources of information to provide ongoing insight and information to senior leaders to support decision making.
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • Other duties and responsibilities as assigned.


Minimum Job Requirements:
  • 5+ years of relevant work experience
  • Bachelor's Degree or equivalent
  • Highly analytical, comfortable working in large datasets
  • Fluent in Microsoft Office Suite (e.g. Excel and PowerPoint)
  • Proficient in SQL queries and performing complex data analysis


Employees at all levels are expected to:
  • Understand our Operating Principles; make them the guidelines for how you do your job.
  • Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
  • Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
  • Win as a team - make big things happen by working together and being open to new ideas.
  • Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
  • Drive results and growth.
  • Respect and promote inclusion & diversity.
  • Do what's right for each other, our customers, investors and our communities.


Disclaimer:

  • This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.


Comcast is an EOE/Veterans/Disabled/LGBT employer.


Education

Bachelor's Degree

Relevant Work Experience

5-7 Years



Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.