Senior Director, Customer Retention

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period! We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."
Job Summary: The leader is responsible for maximizing Customer Retention and the lifetime value of a customer through use of both strategic and operational execution teams. With responsibility for full RTX ownership, ensuring the delivery of desired service levels to improve customer retention and protection of the recurring revenue of the business. This role will leverage all communication channels including chat, text, email, phone and Salesforce Marketing Cloud to execute against a defined strategy.
Areas of responsibility include: Customer SavesTermite RenewalsResidential CollectionsCustomer Relationship ManagementEnsures plans are in place to achieve key operational metrics, staffing plans, and talent development. This leader also ensures the right people, processes, and technologies are in place to enable those plans.
Key Performance Indicators: Customer RetentionLifetime Value (LTV) of CustomerExecution Rates for Saves & renewalsRevenue growth through upselling / cross-sellingDelivery on Sales and Profit PlanColleague retention and engagementPercent Colleague compliance with Training requirementsKey Relationships: North America LTChief Customer Officer, US PestMarketing & Sales OrganizationsNorth America Field LeadershipKey customers, suppliers, vendors and consultantsAppropriate Government and regulatory agenciesRelevant external trade and industry bodiesStrong relationships within customer organization, Finance, IT and HRPrincipal Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:
Identifies projects and initiatives for delivering on desired performance and works across the Rentokil Terminix organization to ensure enablement as neededEstablishes budget and plans for talent and technology for each project in collaboration with domain leadersMonitors performance of domains using analyses from multiple channelsProblem-solves with domain leaders as needed to ensure performanceSponsors continuous improvement initiatives across domains, provides industry-level insights and thought leadership to drive service excellence.Develops and mentors leaders within Customer Experience function to create strong succession planningLeads development of Customer Experience colleagues throughout function to drive Colleague retention in collaboration with Training groupRequired Experience: Bachelor's Degree in Business or related field; graduate degree or MBA would be a plusAlternatively, Military rank of O5At least ten (10) years of progressive, hands-on leadership experience in Operation Support with revenue growth as a key area of focusProven leadership experience of a midsize to large, North American Customer centric Operational function with accountability across multiple regions and geographies.Demonstrable experience in developing and implementing strategic business plans for large, customer service operations in North America.Demonstrable knowledge of key trends, emerging technologies and innovations that can be leveraged to drive performance, create efficiencies and improve serviceAvailability to travel up to 25% to various locations in the NA business operationRequired Leadership Traits and Characteristics: Visionary leader, with a propensity to drive growth and continuous improvementComfort with marketing processes (CRM - Customer Relationship Management) and tactics to drive improved customer engagement in large complex businessStrong commercial abilities with an attestable customer service focus.Strong analytical and problem-solving abilities with a strong understanding of key metrics and trends.Excellent people management skills with demonstrable experience of leading a large, dispersed and diverse workforce across multiple locations and geographies.Excellent organizational and leadership skills with the ability to operate effectively both strategically and operationally as required.Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, and suppliers as required.Able to demonstrate strong levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details.Acts with the highest standards of integrity at all times and builds enduring and trusting relationships across all key stakeholders.Formal Education, Qualifications or Training: Bachelor's Degree in Business or related field; a graduate degree or MBA would be a plusAlternatively, Military rank of O5At least ten (10) years of progressive, hands-on leadership experience in a Customer Service functionPhysical Demands and Working Conditions The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to: Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.Sitting for long periods of time while using office equipment such as computers, phones and etc.Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.Incumbent is required to have: Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm's reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.Incumbent will be subject to: Inside working conditions: The change of building environment such as with or without air conditioning and heating.Why Choose Us? A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.
Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.
Click here to read more about our Total Rewards Program which includes:
Professional and Personal Growth Multiple avenues to grow your careerTraining and development programs availableTuition Reimbursement benefits (for FT Colleagues)Health and Wellness Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much moreSavings and Retirement 401(k) retirement plan with company-matching contributionsWork-Life Balance Vacation days & sick daysCompany-paid holidays & floating holidaysA company mindset that prioritizes health, safety, and flexibilityWe are looking for individuals who want to make a difference where our customers live and work. Is that you?
This company is a Drug Free workplace.
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