Head of Customer Retention
Vor 5 Tagen
Unlock Your Potential at Sunrise GmbH
We are the largest private telecommunications company in Switzerland and a subsidiary of Liberty Global. With Switzerland's leading gigabit fiber optic network and one of the world's best mobile networks, we are poised for success. Our goal is clear: To become the national champion, pioneering the market. Future-oriented ways of working and workplaces make us one of the most attractive employers on the Swiss market.
Make the most of your talent: Get to know Sunrise GmbH right here
We are excited to find a passionate and results-driven Head of Churn & Retention to lead efforts in reducing churn for our fixed and mobile products. In this key role, you will shape and implement innovative retention strategies, drive impactful campaigns, and manage high-performing call center operations. With a focus on customer insights and collaboration, you will ensure we meet our goals while delivering real value. If you thrive in dynamic environments and are ready to make a big impact, this opportunity is for you.
Key Responsibilities:- Ultimate goal: improve Flanker Brands churn for both fixed and mobile products
- Define and ensure implementation of churn processes across all product and channels, constantly improving and adapting them. Maintain operative business (Infrastructure & Tools)
- Define and execute: (i) retention offers and campaigns aiming at maximizing churn save rate and churn value, both in inbound channels and outbound channels and (ii) churn prevention campaigns defining customer segments, proposition / promotion / offer, channel and execution
- Regularly provide insights on customer dynamics, churn reasons, painpoints driving churn and define and execute actions against
- Plan monthly and yearly churn targets, as well as monthly and yearly churn and retention Opex budget
- Manage relationship with all partners involved: commercial model, incentives, budget; manage a call center of >50 agents. This also includes ensuring a proper planning and resource staffing, proper agent training, agent daily steering, and proper quality management (compliance to business rules and processes)
- Ensure high quality and efficient call center operations in terms of: service levels, abandoned rate, NPS, occupancy. Performance management: ensure E2E control, track and reporting of churn related KPIs, for day to day business steering and to ensure targets reach in term of volume and value
- Full academic qualification in Economics, Business Administration, Communication or Social Sciences
- Several years of experience in at least some of: Marketing, Base Management, Customer Operations (Retention/Care/Telesales/...), Digital, Customer Experience. Experience in external Partner management and steering, as well as people management and leadership skills, are highly appreciated
- Sound business understanding, commercial drive, and finance skills
- Passionate about customers, as well as about GenAI and ML technologies
- Ability to translate business needs / business questions into technical and operational requirements, as well as to work independently & take ownership while at the same time work in matrix organizations and coordinate with multiple stakeholders
- Analytical skills required to define data and insight driven actions, campaigns, projects, plans. Also, goal oriented and solution-oriented attitude, entrepreneurial mind-set and spirit, pragmatic approach, are all a must. Ability of combining strategic thinking and operational execution is also required
- Strong written and verbal communication skills in German and English (written and spoken) required. French and Italian - nice to have
At Sunrise GmbH, you will work in a dynamic and international environment where every voice is heard, perspectives are shared, and values are respected. We are an equal opportunity employer, with a diverse workforce, which is part of the success of our business. Sunrise GmbH has partnered with «Advance Gender Equality in Business», is a recipient of the Swiss LGBTI-Label and is certified with the «Fair-ON-Pay Advanced» for providing equal pay for work of equal value to women and men.
In addition to our new «FlexWork» working model, we offer you above-average social benefits and attractive product advantages from the Sunrise range.
Seize this opportunity to join us on our journey to actively help shape our future
#LI-KD1
-
Head of Customer Success
vor 2 Monaten
Zürich, Zürich, Schweiz grape insurance AG VollzeitAbout grape: Our entrepreneurial spirit drives us in what we do and what we are passionate about. Our mission is to become the premier health partner in the insurance business. Recognising the need for innovation in the traditional employee insurance model we are set to revolutionize the employee insurance industry. We help companies support people before...
-
Head of Product
vor 2 Monaten
Zürich, Zürich, Schweiz FELFEL AG VollzeitDEIN IMPACTHast du Erfahrung im komplexen Produktmanagement? Idealerweise mit Food & Service? Dann lohnt es sich, hier weiterzulesen:Als Head of Product bist du gemeinsam mit unserem Geschäftsleiter für die Definition und Umsetzung der FELFEL-Produktlandschaft verantwortlich (FELFEL, USEGO, Kaffee Gavetti, Früchteboxen etc.). Du leitest unsere...
-
Head of People
vor 2 Monaten
Zürich, Zürich, Schweiz grape insurance AG VollzeitAbout grape: Our entrepreneurial spirit drives us in what we do and what we are passionate about. Our mission is to become the premier health partner in the insurance business. Recognising the need for innovation in the traditional employee insurance model we are set to revolutionize the employee insurance industry. We help companies support people before...
-
Head of Product
vor 1 Monat
Zürich, Zürich, Schweiz FELFEL AG VollzeitDEIN IMPACTHast du Erfahrung im komplexen Produktmanagement? Idealerweise mit Food & Service? Dann lohnt es sich, hier weiterzulesen:Als Head of Product bist du gemeinsam mit unserem Geschäftsleiter für die Definition und Umsetzung der FELFEL-Produktlandschaft verantwortlich (FELFEL, USEGO, Kaffee Gavetti, Früchteboxen etc.). Du leitest unsere...
-
Head of Sales and Marketing
Vor 5 Tagen
Zürich, Zürich, Schweiz Addington Place of Shoal Creek VollzeitJob DescriptionCompany OverviewAddington Place of Shoal Creek is a leading global company that develops and markets high-quality products for various industries and markets. Our products are primarily custom solutions that embody cutting-edge technology and exceptional results in precision, efficiency, and reliability.Job SummaryWe are seeking a highly...
-
Head of Legal
vor 1 Monat
Zürich, Zürich, Schweiz Humentum AG VollzeitHumentum AG is the expert in IT, engineering and finance recruitment. With our long term experiences, we have built a huge network of renowned companies and high potential candidates in Switzerland. This is reflected in the high customer satisfaction. In addition to the recruitment, we offer specific candidate coaching and client consulting. For more...
-
Founders Associate
Vor 5 Tagen
Zürich, Zürich, Schweiz PastaHR VollzeitAbout the RoleWe are seeking a highly skilled and motivated Customer Success Lead to join our team at PastaHR. As a key member of our organization, you will be responsible for driving customer satisfaction and retention through proactive engagement, issue resolution, and strategic account planning.Key ResponsibilitiesCaptain the Customer Success Ship: Take...
-
Head of Product Management
Vor 4 Tagen
Zürich, Zürich, Schweiz Luminary Group VollzeitJob DescriptionLuminary Group is seeking a seasoned Head of Product Management to lead the development of innovative Real-World Evidence (RWE) solutions. As a key member of our team, you will collaborate closely with cross-functional teams to define product strategies, guide product development, and ensure the successful launch and adoption of our RWE...
-
Customer Success Lead
Vor 5 Tagen
Zürich, Zürich, Schweiz PastaHR VollzeitAbout the RoleWe are seeking a highly skilled and motivated Customer Success Lead to join our team at PastaHR. As a key member of our organization, you will be responsible for driving customer satisfaction and retention through proactive engagement, strategic planning, and exceptional service delivery.Key ResponsibilitiesCaptain the Customer Success Ship:...
-
Program Manager Retention
vor 1 Monat
Zürich, Zürich, Schweiz Tamedia Publikationen Deutschschweiz AG VollzeitDas erwartet dichDu entwickelst Entscheidungs- und Kalkulationsvorlagen zur Priorisierung der Anti-Churn-Massnahmen basierend auf deren Einfluss auf die Umsatzentwicklung und unsere Mittelfristplanung. Du überwachst und priorisierst die Massnahmen hinsichtlich ihres Impacts und Ressourcenaufwands über verschiedene Bereiche innerhalb des Consumer...
-
Head of Agriculture
vor 3 Monaten
Zürich, Zürich, Schweiz SCOR Services Switzerland AG VollzeitThe role is to lead the Reinsurance Specialty Line (SL) Agriculture underwriting department, consisting of 7 underwriters (direct reports) writing business on worldwide basis, and 1 underwriter (dotted line report) leading the Agriculture sales and underwriting department of ESSOR (Brazilian Insurance company owned by SCOR). Agriculture is one of the 7...
-
Director of Ecommerce EMEA
vor 1 Monat
Zürich, Zürich, Schweiz On VollzeitTeam for Career SiteEcommerceIn shortAs the Director Ecommerce EMEA you will drive our ambitious strategic e-commerce objectives in partnership with the Global DTC and EMEA teams to unlock the next phase of growth for On in this dynamic and constantly evolving region. You will apply a business and commercial lens to our e-commerce growth engine, to acquire...
-
Head of Group Tax
Vor 4 Tagen
Zürich, Zürich, Schweiz Nellen & Partner AG St VollzeitÜberblickWir suchen einen erfahrenen Steuerexperten, der unsere Steuerabteilung als Head of Group Tax leiten kann. Die Position erfordert breites Fachwissen im Steuerrecht, einschließlich lokaler und internationaler Steuergesetze, sowie Erfahrung in der Führung einer Steuerabteilung.VerantwortlichkeitenSteuerstrategie und -planungWir suchen nach einem...
-
Head of Quality
Vor 5 Tagen
Zürich, Zürich, Schweiz Thales VollzeitJob Description:Head of QualityJob Summary:We are seeking a highly experienced and skilled Head of Quality to join our team at Thales. As a key member of our organization, you will be responsible for ensuring the highest quality standards are met in all aspects of our business.Key Responsibilities:Develop and implement quality management systems to ensure...
-
Head Of Biostatistics
vor 4 Wochen
Zürich, Zürich, Schweiz Luminary Group VollzeitLuminary Group is looking for an exceptional Head of Biostatistics with strong leadership skills and expertise in the healthcare industry. As the Head of Biostatistics, you will lead a team of talented biostatisticians and play a key role in providing statistical expertise and guidance for the analysis and interpretation of real-world evidence (RWE)...
-
Head of Machining Processes
vor 2 Monaten
Zürich, Zürich, Schweiz inspire AG für mechatronische Produktionssysteme und Fertigungstechnik Vollzeitinspire AG is the Swiss competence center for production technology and a strategic partner of ETHZurich for technology transfer. Our goal is to swiftly implement scientific findings into industrial practice.We are looking for a dedicated Group Leader for our Process Group to strengthen our innovationcapabilities.The Process Group at inspire is renowned for...
-
Head of Consulting SAP Supply Chain
vor 16 Stunden
Zürich, Zürich, Schweiz NTT DATA Business Solutions AG VollzeitJob DescriptionAs a Head of Consulting SAP Supply Chain at NTT DATA Business Solutions AG, you will be responsible for leading our SAP Supply Chain and Logistics Consulting Portfolio in Switzerland. Your primary goal will be to define and execute the Go-To-Market strategy for SAP Logistics solutions, ensuring optimal consulting services for our SME and LE...
-
Head of HR
vor 2 Monaten
Zürich, Zürich, Schweiz Nexxiot AG VollzeitApply Now Head of HR at Nexxiot (View all jobs) Zurich, Switzerland Nexxiot is digitalizing freight asset management with technology that now oversees the world's most extensive network of connected intermodal containers and railcars.Clients gain access to unparalleled real-time data, which streamlines fleet management and automates logistics processes....
-
Head of Logistics Operations
Vor 4 Tagen
Zürich, Zürich, Schweiz SR Technics Switzerland AG VollzeitAbout the Role:The Head of Parts Movement is a key position within SR Technics Switzerland AG, responsible for overseeing the logistics department and ensuring the smooth operation of warehouse, goods receiving, goods dispatch, and internal transport activities. This role requires a strong focus on quality, safety, and customer satisfaction, while...
-
Founders Associate
Vor 2 Tagen
Zürich, Zürich, Schweiz PastaHR VollzeitAbout the RoleWe are seeking a highly motivated and experienced Customer Success Manager to join our team at PastaHR. As a Customer Success Manager, you will be responsible for driving customer satisfaction and retention, while also identifying opportunities for growth and expansion.Key ResponsibilitiesCustomer Success: Develop and execute customer success...
