CLM Marketing Manager

Successful candidate will be focused on managing the customer retention and customer base management programs for the San Francisco Market. Candidate will be focused on driving all aspects of San Francisco market retention and renewal strategies and implementation of all corresponding programs.

Duties and responsibilities to include:
Management of specific local market projects designed for rollout among cross-functional business units, with specific focus on channel touch-points. Provide leadership and continual direction to multiple project teams in order to ensure successful implementation of local customer lifecycle projects and strategic initiatives within customer service. Maintain direct interaction with Customer Service centers to improve performance around churn reduction and prevention activities. Manage customer relationship through potentially customer impacting events on behalf of the market (e.g. billing conversions or network migrations). Successful candidate will work closely with partners in Network, Finance, Sales Operations and IT to ensure positive customer experience throughout the events. Responsible for creation of business solutions to customer program execution challenges. Working with Customer Services organization, ensure accurate and prompt changes are made to key customer impacting gaps / opportunities. Drive for process improvement and enhanced execution between cross-functional groups. Oversee the effective communication of project status reports on multiple initiatives in order to ensure overall team alignment. Facilitate communication execution between care, the save centers, and the region. Special projects and cross-functional project management as needed/required.


QUALIFICATIONS

Strong quantitative and problem-solving orientation.
Strong interpersonal skills.
8+ years of program management experience. Experience implementing customer programs with sales teams, network, care organizations and marketing departments preferred.
Effective at using innovative approaches to better serve the customer and improve processes.
Strong organizational skills with strict attention to detail.
Experience with managing multiple priorities and teams responsible for cross-functional initiatives.

Cingular Wireless is an Affirmative Action / Equal Opportunity Employer, and we're committed to hiring a diverse and talented workforce