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Senior Director of Customer Retention

1 week ago

Auckland, Auckland, New Zealand Chorus Nz Limited Full time

**Our Story**

We are Chorus, a pioneering organisation empowering Aotearoa's digital future with ultra-fast fibre. Our mission is to unleash potential through connectivity, driving better futures for New Zealand.

The Role

We are seeking a dynamic leader to join our senior leadership community as the Head of Customer Retention & Loyalty Leader. This pivotal role will focus on developing and executing strategies to enhance retention, loyalty, and lifetime value.

In this role, you will be responsible for ensuring that our existing NZ Fibre homes remain engaged by analysing customer data, identifying at-risk customers, and creating targeted campaigns and propositions.

You will play a critical role in reducing NZ fibre homes and businesses churn, strengthening relationships, and fostering long-term loyalty, ultimately driving overall business stability and success.

This position involves overseeing the creation and implementation of comprehensive retention strategies and working collaboratively with various teams across the business, ensuring that retention efforts align with company-wide goals.

Key Responsibilities

  • Develop and execute large-scale retention strategies to reduce churn and drive customer loyalty
  • Lead cross-functional teams to create targeted campaigns and propositions
  • Analyse customer data to identify trends and areas for improvement
  • Collaborate with various teams to ensure alignment with company-wide goals

Requirements

  • 15+ years of experience in retention or marketing roles
  • Proven track record in developing and executing large-scale retention strategies
  • Strong people leadership experience, including managing high-performing teams and reporting to executive levels
  • Collaborative, results-driven approach with the ability to foster cross-functional cooperation and innovation
  • Experience with data-driven decision-making, change management, and financial planning

About Us

We are a fair, inclusive, and equitable organisation where diversity is our strength. We connect on shared values and provide an environment where everyone can thrive. If you're passionate about customer advocacy and engagement, we'd love to hear from you.