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Frontdoor Sr. Director, Renewals in Memphis, Tennessee

Company Overview

Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as Candu Home Solutions, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds).

Position Overview

As Senior Director of Renewals, you’ll be responsible for an over $900 million business segment for Frontdoor, including the unit, revenue and profitability performance of that segment. You’ll lead a team of customer relationship management professionals who design the campaigns that onboard and renew our existing customers. You’ll work with multiple functions within the company to achieve your goals, including sales, product development, pricing, customer service and engineering. You’ll drive cross-functional strategic initiatives that ultimately lead to delighting and retaining our existing customer base and improving Frontdoor’s customer retention rate.

Job Responsibilities

  • Develops short and long-term strategies for engaging and retaining customers

  • Communicates to the Frontdoor organization the importance of customer retention, and creates a compelling case for change

  • Develops budgets and forecasts for renewal units and the costs of related programs

  • Hires, trains and develops new and existing team members

  • Designs, develops, implements and tests customer lifecycle communication strategies to optimize performance for different customer segments

  • Defines and manages to key performance metrics focused on sustainable, profitable growth of our renewal customer base

  • Develops rigorous process analytics to ensure zero-defect execution of core processes

  • Manages relationships with and performance of marketing agencies

  • Proactively monitors the health of our customer base and identifies key problems and opportunities to address

  • Conducts primary customer research to identify innovation opportunities and influence product development roadmap

  • Works with sales team to define customer renewal processes and best practices, and uses data to monitor performance

  • Collaborates with Product and Pricing teams on decisions that impact the renewal customer base

  • Drives customer data management strategy, collaborating with Engineering and Product teams to develop tools to collect and manage data and execute on customer communications

  • Partners with Customer Service teams on measurement of overall customer satisfaction and key performance improvement initiatives

  • Creates an atmosphere that stimulates learning, development and achievement of stretch goals

  • Presents work to executive leadership team and board of directors

Job Requirements

  • Bachelor’s degree required and MBA preferred

  • 10+ years of relevant experience with 5+ years in a management role

  • Proven ability to achieve aggressive growth targets

  • Excellent strategic planning and budgeting skills

  • Strong ability to work with data to manage performance and solve problems

  • Experience with process improvement projects and change management

  • Strong leadership, motivational and coaching skills

  • Track record collaborating with peers and team members in other functions, gaining buy-in on new business opportunities, and influencing without authority

  • Significant experience driving performance improvements by leveraging data and technology

  • Effective at bringing teams together to make decisions and establish role clarity

  • Excellent verbal and written communication skills

  • Ability to manage multiple projects and effectively prioritize

  • Experience leveraging research and customer insight to guide business improvements

Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as Candu Home Solutions, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds). For more details, visit frontdoorhome.com .

Job Category: Marketing

ID: R0014348

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