What you’ll be doing...

As the Business Intelligence Manager, you will manage customer relationships through developing and refining multi-channel loyalty offer strategies. Duties include driving customer retention and growth with attention to maximizing operational efficiencies. You will leverage loyalty insights and assist in designing and implementing differentiated treatments to drive consumer base initiatives.

You will be responsible for:

  • Leading efforts to maximize customer retention, analyze program results and continuously refine offers to strengthen loyalty.
  • Assisting the Verizon Business Group (VBG) sales and finance teams to evaluate loyalty programs and deliver a consistent customer experience.
  • Using fact-based analysis and diagnostic techniques to develop proactive treatments for retaining customers centered on maximizing revenue and cost efficiencies.
  • Supporting new strategies and capabilities to fully optimize channel performance with loyalty enablement tools.

You will also analyze base behavioral information to understand why customers are satisfied/dissatisfied.

  • Drive retention strategy improvement through performance evaluation with loyalty/retention offers.
  • Analyze NPS customer comments, disconnect survey reports to isolate key customer pain points.
  • Track status of continual improvement projects and pilots aligned with save optimization.
  • Partner with various teams – Customer Service, Sales, Operations, IT, Product Teams and Finance to improve loyalty results.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Project management experience.
  • Experience working across channels and work groups.
  • Experience in Microsoft Office suite, particularly Excel and PowerPoint.

Even better if you have:

  • Master's degree or MBA.
  • Experience building relationships and working as a team player.
  • Five or more years of experience in the wireless industry. Delivering results in a marketing capacity with experience in loyalty and retention, base campaigns and CRM strategy development/execution.
  • Experience with SQL, Python, R
  • Excellent oral and written communication skills; with demonstrated experience building and delivering executive level presentations
  • Experience working with Marketing and Go-To-Market teams on delivering high quality training materials.
  • Capability to thrive in a dynamic, fast-changing environment that requires a high degree of multi-tasking with minimal supervision.
  • Passion for our customers – fully wanting to understand their needs and wants and how we can better serve them.
  • Willingness to travel.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.