Senior Manager, Customer Retention

Who we Are

Oncourse Home Solutions (OHS) is a people-centric, $400M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.6+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an Oncourse SUPER Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers don t have to. We view every day as an opportunity to step up, step out, and remind others that we are in this together, to stay on course.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary

The Senior Manager, Customer Retention is responsible for driving customer retention strategy efforts at Oncourse Home Solutions. The role will lead and manage a Manager of Retention and a Senior Marketing Specialist.

Reporting to the Head of Products, Pricing & Retention, the Sr. Manager of Customer Retention will own our retention metrics and will bring a general manager mindset to driving improvement across all markets and products. The Senior Manager in this role will develop comprehensive, multi-channel retention plans for partner and direct-to-consumer markets determining the right tactics, offers/incentives, messaging and operating structure (how and who handles calls) to ensure customers remain active. This role requires enhancing existing strategies and developing new approaches that enable Oncourse to continue growing its customer base. This role will collaborate closely with Growth, Product / Pricing, Acquisition Marketing and Contact Center teams to drive cross-functional retention efforts and will be the primary subject matter expert for all retention KPIs by market and product.

This role will drive the strategy, set targets, and evaluate performance to achieve retention KPIs. Optimal execution of customer messaging and retention campaigns will all be supported in a cross-functional manner.

This role will be based in the Naperville location. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model is required (generally in-office T-TH and remote M & F).

Responsibilities included but not limited to:

• Develop comprehensive, multi-channel retention plans for partner and direct-to-consumer markets determining the right tactics, offers/incentives, and messaging to ensure customers remain active.
• Manage and develop early-to-mid career high performing individual contributors.
• Think holistically about the customer experience and identify opportunities to enhance retention after the moment the customer is attempting to cancel.
• Evaluate existing retention strategies and prioritize opportunities for improvement based on impact potential. Work cross-functionally with existing teams to implement, measure, and iterate on enhancements to existing strategies.
• Where needed, identify new retention strategies and tactics. Develop a roadmap for how new tactics can be implemented with cross-functional teams including. Hold teams accountable for implementing new tactics, measure and iterate on the actions
• Partner with Finance and Business Intelligence to obtain the necessary visibility to manage retention efforts on a daily, weekly, monthly, and longer-term basis.
• Proactively identify issues and act quickly. Leadership would rather know about a problem early and be confident that you are taking action than be surprised by a long-standing issue.

• 5+ years of experience in Consulting, PE/Banking, or in a B2C business focused on customer loyalty or retention strategy
• 3+ years of experience leading teams
• Experience working directly with Call Center teams on sales, retention, or customer loyalty initiatives
• Proven track record of improving customer growth metrics, especially customer engagement, loyalty, and/or retention
• Analytically strong must be comfortable using a BI tool (Looker experience a plus) to build your own reports and extract data. Extensive experience in excel for analysis and modeling a strong plus.
• Comfortable operating independently a confident problem solver, self-starter and communicator who is comfortable influencing others, including C-level executives
• You must be comfortable influencing cross-functional teams, as this role will be responsible for strategy and tactics without reporting oversight to our dedicated retention agents. Strong business acumen, analytically driven and detail-oriented
• Roll-up-your-sleeves mentality we run a lean team and get things done
• Highly agile and comfortable with ambiguity

Education

Bachelor s degree required, Advanced degree referred; functional and industry experience

Certificates, Licenses, Registrations

None

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Defined Contribution Arrangement: 5.25% of employee annual income contributed to your retirement plan, yearly up to 7,875 dollars.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies

Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Leading with Influence: Managing direct and indirect relationships with productive influence not necessarily authority

Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Problem Solving: Is tolerant with people and processes; listens and checks after acting; tries to understand the people and the data after making judgments and acting; waits for others to catch up after acting; sensitive to due process and proper pacing; follows established process.

Intellectual Horsepower: Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.

Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

Computer Skills Needed to Perform this Job

Proficiency in Microsoft Office Suite (Word, Excel)

Proficiency in Looker or other BI tool