The Senior Analyst, Retention will be responsible for using data and analytics to evaluate and assess strategies to retain customer accounts for Spectrum Community Solutions' Retention team. Towards this goal, this individual will manage and track competitors' presence, available technology capabilities, performance, and other data to identify drivers of churn, develop solutions to improve customer retention, and report on progress.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Responsible for integrating intelligence from internal and external sources to assess the footprint, market share, product offerings, and marketing tactics of national and local/regional competitors using a Teradata database. .
Lead the development of tools for identifying competition, product availability, technologies, Internet speeds, and other relevant competitive information.
Leverage knowledge of programming and query languages (i.e., SQL, JSON, .Net, C#) to manage, analyze, and report findings using available data.
Performs datamining against raw data to identify business trends, assess competitive threats, and identify growth opportunities.
Assess retention opportunities and threats by geography and product. Identify, assess, and source intelligence from internal and external sources.
Utilize KML files and APIs to create customizable mapping capabilities; visually display competitive presence and intensity via Google Earth or other mapping tool.
Leverage big data to drive new insights and reporting capabilities.
Build and develop tools to visualize data and report to the organization using Tableau or other tools.
Develop competitor profiles and statistical analyses to include footprint, product set, internet speed, marketing tactics, channels employed, trend of historical performance and growth strategies.
Work cross-functionally with Sales and Operations teams to integrate solutions into existing tools to improve customer service and sales efforts.
Required Skills/Abilities and Knowledge
Advanced proficiency in SQL or similar tools to directly query data, manage ETL processes with large data
sets, joining tables, datamining, stored procedures; experience with tools like Alteryx (preferred), SAS, or
Informatica
Ability to develop tables and stored procedures related to managing tables and large datasets within
Teradata warehouse environment
Experience using analysis and visualization tools (i.e., Tableau, Microstrategy, BI, SAS, R, etc.) preferred
Experience with statistical and predictive modeling (Alteryx, SAS, R, etc.) preferred
Experience working with KML files and APIs preferred, especially with regard to customized mapping
capabilities
Understanding of cable industry products, technology, marketing, and sales/retention techniques and
processes
Strong communication skills, including experience presenting complex information in a concise and easy
to understand fashion
MS Office: including PowerPoint, Excel, and Word (with high level of proficiency in Excel/Think Cell)
Ability to manage projects with strong organizational skills and attention to detail
Ability to succeed in a fast-paced dynamic environment with limited oversight
Required Education
Bachelor's degree from accredited four-year college with major in Business Analytics, Computer Science, Marketing, Statistics, Economics, Management, or Finance or equivalent work experience
Required Related Work Experience and Number of Years
Experience working within a data management, reporting, or analytics function of a large organization with an established reputation for measuring business performance (e.g., telecom, media, financial services, publishing, retail, consulting, etc.) - 3-5
Preferred Skills/Abilities and Knowledge
Preferred Education
MBA Preferred
Preferred Related Work Experience and Number of Years
Office environment
Occasional travel
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
Job Code : SRT300
2025-45865
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
FCC Unit: HQ452 Business Unit: Community Solutions Zip Code: 06902
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