Senior Director, Customer Experience & Retention Management

We are seeking a dynamic and passionate

Senior Director, Customer Experience & Retention Management

to join our team in Houston, Texas. The primary mission of this role is to protect the customer at all costs, ensuring an exceptional customer journey from construction to sales, fulfillment, and support. This role is crucial in reducing churn and leading the Churn Management Task Force. The ideal candidate will be extremely organized, have a strong project management background, and be adept at creating presentations to articulate the customer lifecycle, challenges, opportunities, and highlights. This role will be essential in developing strategies and programs aimed at delivering an exceptional customer experience and implementing effective tactics to reduce churn.

About Us

Founded in 2021, Ezee Fiber is a rapidly growing Houston-based fiber telecommunications company that provides affordable and reliable multi-gig internet service to residential, business and government customers through its 100 percent fiber-optic network. Ezee Fiber is built upon a foundation of exceptional customer service, lightning-fast internet speeds, and straightforward, transparent pricing. The company operates a carrier-grade network throughout Texas, where its customers are supported by local teams that live and work in the communities they serve.

Key Responsibilities

Customer Protection:

Advocate for the customer in all company decisions.
Ensure customer satisfaction and loyalty at every touchpoint.

Customer Journey Oversight

Manage the entire customer journey from construction, sales, fulfillment, and support.
Collaborate with various departments to ensure a seamless and positive customer experience.
Partner with our Network Engineering team

Churn Management

Lead the Churn Management Task Force to identify and mitigate factors contributing to customer churn.
Develop and implement strategies to reduce churn rates.

Project Management

Oversee projects related to customer experience improvements, liaison with Enterprise PMO vertical.
Ensure timely and successful execution of projects.

Data Analysis And Reporting

Analyze customer data to identify trends, challenges, and opportunities.
Prepare detailed reports and presentations on customer lifecycle, challenges, and achievements.

Communication And Presentation

Create and deliver engaging presentations to stakeholders on customer experience metrics and initiatives.
Clearly communicate customer insights and recommendations to executive leadership.

Collaboration

Work closely with construction, sales, fulfillment, and support teams to align efforts and improve customer outcomes.
Foster a customer-centric culture within the organization.

Qualifications

Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
Proven experience in a senior customer experience role, with a focus on reducing churn and improving customer satisfaction.
Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Excellent project management skills.
Exceptional presentation and communication skills.
Strong analytical abilities to interpret customer data and trends.
Ability to work collaboratively across departments.

What We Offer

Competitive salary and benefits package.
Opportunities for professional growth and advancement.
A challenging and rewarding work environment that values innovation and performance.
Competitive compensation package
Health, Dental and Vision insurance
401k match
Cell phone reimbursement

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