Director, Customer Loyalty – Churn Management

Clearwave Fiber

Director of Customer Loyalty managing churn outcomes and retention strategies at Clearwave Fiber. Collaborating across departments to enhance customer experience and reduce churn rates.

Posted 4/24/2026full-timeRemote • Alabama, Florida, Illinois, Kansas, Maryland, Missouri, New York, Ohio, Tennessee, Texas, Virginia • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Define and own the enterprise retention strategy, churn targets, and roadmap
Lead the evolution from reactive save models to proactive, predictive retention programs
Identify and size churn drivers and LTV impact across segments, markets, and customer journeys
Translate insights into clear retention playbooks across: Save and cancel interactions, Winback strategies, Proactive outreach programs
Leverage data and analytics to: Identify market and segment level churn drivers, Develop targeted remediation strategies, Enable trigger-based and predictive interventions
Support and enable Loyalty Operations (save desk) by: Providing clear strategy and playbooks, Ensuring alignment on priorities and offers, Creating a structured feedback loop to continuously refine strategy based on execution
Partner with Marketing to: Develop and optimize retention and winback offers, Execute targeted campaigns, Lead A/B testing and test-and-learn frameworks to improve performance
Establish governance and performance tracking for: Save effectiveness, Offer performance, Revenue retained and durability, Proactive program lift
Drive cross-functional alignment across Care, Digital, Sales, Product, and IT to ensure retention strategies are consistently executed and scaled

Requirements

What you’ll need

10+ years of experience in customer retention, churn strategy, customer experience, or related roles within telecom, subscription, or recurring revenue businesses
Proven track record of owning and improving churn and retention outcomes at scale
Experience building and leading enterprise retention strategies, including save, winback, and proactive retention programs
Strong background in data-driven decision making, including: Churn analysis and segmentation, LTV modeling and ROI measurement
Use of predictive analytics and customer insights
Demonstrated experience designing and scaling test-and-learn environments, including A/B testing of offers, messaging, and interventions
Experience partnering cross-functionally with: Marketing (offers, campaigns, segmentation), Analytics (models, dashboards, insights), Operations (care, digital, field execution), Product and IT (journey and experience improvements)
Experience translating insights into clear, actionable playbooks that drive frontline execution and measurable results
Strong understanding of contact center and retention operations, with the ability to influence without directly owning execution
Experience leading through transformation or change, including shifting organizations from reactive to proactive operating models

Benefits

Comp & perks

Medical, Dental and Vision
Short Term Disability
Flexible Spending Accounts
Company Paid Life as well as Voluntary policies
401(k) with generous company match
Paid Time Off
Share the Care Paid Time Off
Paid Holidays
Uniform/Boot allowance *Applicable by Position*
Cell Phone Allowance *Applicable by Position*
Career Progression Opportunities
Discounted Broadband Services *Where Applicable*

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer retentionchurn strategycustomer experiencedata-driven decision makingchurn analysisLTV modelingpredictive analyticsA/B testingtest-and-learn frameworkssegmentation

Soft Skills

leadershipcross-functional collaborationinfluencingstrategic thinkingcommunicationproblem-solvingadaptabilityexecutionfeedback loop creationtransformation management