Customer Retention Strategy Manager

Job Overview

This role supports customer retention efforts by analyzing data and collaborating across functions to reduce customer churn among postpaid customers. It involves structuring analytical problems, developing churn intervention initiatives, and building arguments to gain collaborator consensus. The role leads the design and execution of testing and implementation plans for retention strategies with business leaders. Success is measured by the effectiveness of retention initiatives, impact on customer experience, and alignment with key company metrics.

The work directly influences customer loyalty and contributes to improved organizational performance and customer satisfaction.

• Analyze customer data and feedback to identify problems and develop strategies that reduce customer churn
• Lead projects that design and implement retention initiatives targeting specific customer segments or locations
• Collaborate with internal partners across marketing, retail, finance, network, and care to build consensus and drive retention efforts
• Synthesize analytical findings into clear presentations that inform decision-making by business leaders
• Also responsible for other duties/projects as assigned by business management as needed

• Bachelor's Degree plus 2 years of related work experience OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Business, Finance, Accounting, Economics, Statistics, Engineering, Math, Physical Sciences or related field (Preferred)
• 2-4 years 2+ years working on customer-facing products or programs, or otherwise in a capacity responsible for ensuring positive customer experiences or business outcomes (Preferred)
• 2-4 years 1+ years related business strategy experience. (Preferred)

• Argument Development (Required)
• Communication (Required)
• Cross-Functional Project Management (Required)
• Customer Insights (Required)
• Customer Retentions (Required)
• Data Analysis (Required)
• Financial Analysis (Required)
  Collaborator Management (Required)
• Critical Thinking (Required)

• At least 18 years of age
• Legally authorized to work in the United States

Travel Required:

Yes

DOT Regulated Position:
No

Safety Sensitive Position:
No

Base Pay Range: $86,200 - $155,500

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The actual starting pay will vary within this range based on factors such as work location, qualifications, and experience.

Employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most corporate employees are eligible for a year-end bonus based on company performance. Certain positions are eligible for monthly bonuses. Benefits include medical, dental, vision, flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off, paid holidays, parental leave, family building benefits, backup care, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, voluntary long-term care insurance, mobile service & home internet discounts, pet insurance, and access to commuter and transit programs.

Eligible employees can also receive mobile service and home internet discounts, pet insurance, and commute benefits.

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law.

Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms. If you have a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing Applic or calling  Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.