Join Our Success Story at Sunrise
At Sunrise, we think bigger, go further, and create new ideas. Our working culture is centered around achieving great things together, where respect and innovative ideas merge with real teamwork. Every voice counts, and every perspective makes us stronger. Our passion drives us to explore new opportunities and grow continuously. If this sounds like you, we invite you to apply and become part of our journey.
Position Overview: B2B Prevention & Retention Manager
As the B2B Prevention & Retention Manager, you will proactively identify at-risk customers and deploy targeted retention strategies and campaigns, utilizing special offers to reduce churn. Your role will involve leveraging data insights and customer behavior through close collaboration with our B2B Frontline Retention, Base Management, Analytics, and NPS teams to drive retention initiatives that ensure long-term customer satisfaction and value.
Your Challenge:
- Churn Prevention Strategy: Identify customers with a high risk of churn through data analysis and implement tailored retention campaigns.
- Churn Prevention Execution: Conduct briefings, listen in on customer calls, evaluate customer escalations as needed, and ensure the quality of the operational campaign. Design, evaluate, and execute special offers and incentives that align with customer needs and company goals.
- Customer Segmentation: Develop segmentation strategies to personalize prevention actions and increase offer relevance and effectiveness.
- Performance Monitoring: Track the impact of prevention activities and offers; continuously refine strategies based on KPIs and feedback.
- Cross-functional Collaboration: Work closely with Base Management, Retention Frontline, NPS Team, and Marketing to align retention tactics, share customer insights, and solve customer interactions.
- Customer Insights & Reporting: Analyze customer feedback, usage trends, and churn reasons to support data-driven decision-making.
- Process Optimization: Continuously improve churn prevention workflows, tools, and automation for scalability and efficiency.
Your Skills:
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Proven experience (3+ years) in customer retention, Base Management, Value Management, or a related field.
- Strong analytical skills with the ability to interpret complex data and customer behavior patterns.
- Excellent communication and negotiation skills, with a customer-centric mindset.
- Ability to work cross-functionally and drive initiatives in a fast-paced environment.
- Strategic thinker with hands-on execution ability and a proactive approach to problem-solving.
- Fluency in German and English; knowledge of Italian and French is a plus.
At Sunrise, you will thrive in a dynamic and multinational environment where every voice is heard, perspectives are shared, and values are embodied. Diversity is not just a program for us; it is 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? Apply online using the form below to join our team and actively shape our future!
#ChallengersWanted
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