Manager, Customer Retention (Phoenix)

Aaron's, Inc. - Central Phoenix, Phoenix, AZ

Aaron’s has a long legacy as an industry leader with continued growth.  In business since 1955, we have grown to over 2,000 stores across North America built on a foundation of excellence, customer focus, quality products and services.  Personally, and professionally, we hold ourselves to high standards and an unwavering commitment to do what’s right; treating every individual with respect, compassion and integrity.  We are highly invested in the communities we serve through our community outreach programs, donating time, products and services locally and nationally.

As a potential Aaron’s Associate, you’ll share our purpose and passion for making a real difference in the lives of others and the rewards that come from creating strong personal connections for life.  You’ll be a contributing team member in an environment that embraces challenge and has a strong drive to achieve.  We like to set the bar high, roll up our sleeves and work together to out-perform the competition.  You’ll have an opportunity to work in an environment which prides itself on recognizing and rewarding top performers.

Interested in becoming a Manager, Customer Retention (Phoenix) at Aaron’s?  The Manager for our Customer Retention, Phoenix department is responsible for helping our customer base maintain their “path to ownership.” This individual will drive business results through the identification and development of customer insights that lead to breakthrough opportunities. They will use training, analytics and trending data to drive customer centric activities that improve overall customer experience outcomes. They will act as the advocate for the customer within the organization and help us advance our customer experience to build our business as well as collaborate with business partners to drive performance within each area.

 

The primary objective is to maximize Contact Center effectiveness, with a significant focus on Customer Experience. You will lead the team to excellence through productivity attainment and initiative deployment for all team members through highly effective coaching and leadership.  Additional activities include ensuring effective administration of quality and compliance initiatives, achievement of quality targets, assessing contact handling processes to improve productivity, monitor and develop reporting on operational performance metrics and take actions to remediate issues that impact goal attainment. Managing team member resources and ensuring contact center technology is functioning as designed are also a critical component of this position.

Come see why the difference is personal at Aaron’s, connect with us today!

 

Duties and Responsibilities:

 

• Build and maintain a Customer Retention employee growth platform to identify and replicate Best in Class performers from recruitment into steady state production
• Work with the Learning and Development team to ensure training materials deliver the most prepared agent into our production environment
• Create dashboard reporting that communicates a “story” and produces actionable data and present results to all levels of the organization, including our Executive Leadership Team.
• Identify areas for innovation in order to improve our customer experience in a productive way
• Collaborate with the Compliance team by understanding the voice of the customer as it relates to Key Performance Indicators and identify actionable opportunities to improve performance

 

Education and Experience:

 

• Bachelor’s Degree in Business Management or a related discipline; Master’s Degree preferred
• Requires 15 or more years of related experience, including management experience with profit and loss responsibilities exceeding $25M annually
• Preferred, 10 years of contact center management

Required Skills and Competencies:

 

• Comfortable using a variety of computer software (e.g. Word, Excel and Power Point, etc.) to tell your team’s story to wide audience across different levels of the organization
• Excellent strategic, analytical, and problem-solving skills with a proven track record of high performance in a fast-paced environment
• Determined achiever focused on delivery and problem resolution, recognized as a natural influencer with an ability to find creative solutions to deliver business plan targets
• Demonstrated experience in change leadership, with a proven history of creating world-class customer centric cultures
• Communication – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive and accurately interpret ideas, information and needs through the application of appropriate communication behaviors. This includes the ability to describe or explain complex processes and issues in a concise manner

At Aaron’s, you will have access to a comprehensive benefits package that includes:

Paid time off including vacation days, sick days and holidays

Ongoing training and development

Medical, dental & vision insurance

401(k) plan

Life insurance

Disability benefits

Employee Purchase Discounts

A drug screen and criminal background investigation are required before beginning employment at Aaron’s.  A job performance reference check is also required.

Aaron’s is an Equal Opportunity Employer.

 

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Posted: 30+ days ago

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