Head of Churn & Retention B2B 80-100%

Sunrise Communications AG seeks a Head of Churn & Retention to lead B2B loyalty strategies, manage domestic and international teams, and protect revenue through data-driven retention initiatives.

This senior leadership position focuses on safeguarding revenue and enhancing customer loyalty within the B2B Customer Value Management division. The role requires balancing strategic planning with operational oversight, managing a local Swiss team while coordinating with an external operational unit abroad to ensure cohesive performance and alignment.

Responsibilities

• Direct the B2B Retention department, aligning priorities and holding the team accountable for performance across both Swiss and international operational units.
• Create and implement strategies to lower churn rates, prevent contract cancellations, and foster long-term client commitment to secure sustainable revenue.
• Design and manage end-to-end retention campaigns tailored to specific customer segments, market conditions, and behavioral patterns.
• Manage retention sales targets and offer structures to ensure commercial effectiveness and maximize saved revenue.
• Oversee operational excellence in external call centers, handling daily performance metrics, capacity planning, escalation management, and quality control.
• Track and report key performance indicators, including churn rates, saved revenue, campaign success, and budget impact, providing regular updates to senior leadership.
• Strengthen customer relationships and operational cohesion, manage the churn budget, and travel abroad two to three days per month to align with overseas teams.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a closely related discipline.
• Significant experience in the telecommunications sector, with at least three years leading retention teams in an international setting.
• Deep understanding of B2B telecom products and enterprise solutions, including cloud services, security, automation, unified communications (UCC), and analytics.
• Fluent proficiency in both German and English.

Nice to have

• Proficiency in additional national languages is considered an asset.

About the company

Sunrise Communications AG fosters a dynamic, multinational work environment where diversity is embedded in the company culture. The organization emphasizes collaborative success, ensuring that every employee's perspective is valued and that innovative ideas are pursued through genuine teamwork.

• Collaborative success driven by mutual respect and innovative thinking.
• Inclusive environment where diverse perspectives are actively shared and valued.
• Commitment to diversity as a core component of the organizational identity.