Director, Customer Retention

Requistion Number: 26244 

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premiere propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Position Summary:

The Director, Customer Retention is responsible for retaining our current customers and generating margin growth. Primary responsibilities include setting and executing a customer retention plan, optimizing margins by customer segment, developing metrics to measure success, improving the customer experience, and managing a sales team to execute the business plan. This individual will serve in a leadership role within the Sales & Marketing team and will lead our customer retention efforts with an emphasis on optimizing margins and enhancing the customer experience for our commercial and industrial customers.

Duties and Responsibilities:

• Develop and execute a customer retention plan by market segment for short and long-term growth strategies.
• Define metrics to measure success and drive decision making and execution to achieve goals. 
• Build dashboards to monitor the business metrics and present analysis to AmeriGas executives.
• Develop budget and forecasting model along with a business plan, including resources needed, to execute on that model to achieve year-over-year growth.
• Develop and modify offerings to improve the overall customer experience. 
• Drive automation and system enhancements by working across departments to improve business processes. 
• Demonstrate an effective method of differentiating AmeriGas from the competition.  Monitor competition by gathering market information on pricing, offerings, delivery schedules, marketing strategies, etc.  Provide market feedback and recommend changes in service offerings and policy by evaluating results and competitive developments.
• Lead account management and retention teams committed to providing top tier customer service through established team routines and expectations that monitor and predict customer satisfaction, and proactively act on reducing the risk of churn.  Serves as point of escalation and accountable for effective resolutions.  
• Meet with key customers regarding status and performance of current services, resolves problems, and discusses opportunities to expand or extend current business services.   
• Partners with operations, customer service, sales, marketing, and pricing teams to understand customer concerns and churn, and analyzes operational opportunities to execute improved communications and delivery of product safely and on-time

Knowledge, Skills, and Abilities:

• Knowledge of all propane pricing products and service offerings.
• Excellent leadership and management skills to achieve high level of customer retention.
• Strong process improvement and project management skills.
• Ability to build and maintain meaningful relationships with customers.
• Ability to initiate collaboration efforts with peers and other departments to solve complex problems and anticipate requests and issues before they arise.
• Ability to hold teams accountable to achieve goals in a competitive environment with tight timelines and strong delivery focus.
• Ability to leverage data analytics to develop business strategy.
• Ability to clearly present information in an engaging manner.

Education:

• Bachelor’s degree in Business, Finance, Engineering or related field; MBA preferred.
• Minimum 10 yrs. in progressive positions in driving profitable growth at an organization
• Experience leading, coaching & motivating national teams with direct and indirect oversight over large groups of employees.
• Strong business acumen and experienced in developing business plans.
• Project management experience.
• Energy industry experience preferred.

AmeriGas is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician.  Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.