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Manager - Customer Retention Insights


King Of Prussia, PA, US

Company:  AmeriGas Propane, Inc.

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 2 million residential, commercial, industrial and motor fuel propane customers.  Together, our 8,500 dedicated professionals will deliver 1.5 billion gallons of propane from 1,400 distribution points across the United States.


Job Summary (Purpose): 

The Manager – Retention Insights will leverage data and analytics to improve their understanding of customer trends across the business, specifically to support the organization in implementing key retention strategies to improve overall customer retention. Through the Marketing Director, they regularly analyze customer data and interactions and provide key insights that drive more efficient retention programs to increase Customer Lifetime Value (CLV). The Manager will make recommendations and drive segmentation of customers based on data, research and insights. Coordinates with our advanced analytics team in mining data, creating dashboards for KPI’s, and providing actionable best practices around promotions, customer interactions, and other retention initiatives.  Partners with the product management team to ensure customers are thriving in their journey with AmeriGas within each of our business segments.


Key Characteristics:


  • Data & Analytics driven – Seasoned expertise in using marketing data with analytics to implement effective retention strategies.  Experienced in taking insights and turning into action
  • Collaborator – Collaborates across the various roles within marketing and call centers
  • Communications – Leads communications across multiple teams, improving understanding of our customer base that will drive customer retention and long-term value
  • Motivated - Ability to thrive in a fast-paced and deadline-driven work environment.

Duties and Responsibilities:


  • Work with the marketing product managers to understand key trends in our business for customer losses. Effectively analyze data and provide recommendations on strategy. Provide insights through continuous analysis that maximizes LTV for all existing customers.
  • Provide a high level of analysis to marketing leadership that helps drive fact-based decision making and customer return rates and repeat purchase rates for existing customers.
  • Analyze and optimize current retention efforts to reduce churn rates, provide key insights and derive new retention plans
  • Pro-actively communicate and escalate customer churn concerns and participate in developing an action plan to address concerns.
  • Build mathematical models that show seasonal trending, regional performance trending, and lead projection forecasting etc.
  • Work with marketing leadership to detect and define customer segments and/or market trends to guide how the business can leverage the opportunities
  • Develop reports and deliverables for management and communicate with all levels of stakeholders
  • Collaborate with operations, call centers, marketing and sales management colleagues


Knowledge, Skills and Abilities:


  • Skilled in presenting detailed analytics to management teams
  • Proficiency in excel and working with databases
  • Creative with strong problem-solving skills 

Education and Experience Required:


  • Bachelor’s degree in analytics, business, statistics, math, IT or a related field
  • 10+ years of experience in an analyst role 
  • Previous experience in a Data Analysis / Statistics / Business Analytics role
  • Previous experience in a Data Visualization tools development such as Sisense, Tableau and Qlik.
  • Demonstrated experience with statistical software would be an advantage

AmeriGas is a Drug Free Workplace.  Candidates must be able to pass a pre-employment drug screen and a criminal background check.  AmeriGas is an Equal Opportunity Employer.

Nearest Major Market: Philadelphia

Job Segment: Marketing Manager, Manager, Communications, Marketing Communications, Marketing, Management, Research