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For more information about our benefits, see below!
We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."
Job Summary:
The leader is responsible for maximizing Customer Retention and the lifetime value of a customer through use of both strategic and operational execution teams. With responsibility for full RTX ownership, this strategic leadership position is accountable for the protection of the recurring revenue of the business..
Areas of responsibility include:
A key part of this position will be to ensure all plans are in place to achieve our strategic objectives - ensuring the right people, processes, and technologies are in place to enable those plans. Additionally this leader will help to define a data strategy that captures end to end all elements of the customer journey that need to be managed in the retention program.
Lastly, this position will play a pivotal role in communicating with all level of the organization - from front line colleagues, to execute management, to our Board of Directors (and possibly external investors).
Key Performance Indicators:
Customer Retention
Customer Counts
Customer Cancel Rates
Customer Journey performance - Must Win touchpoints
Lifetime Value (LTV) of Customer
Execution Rates for Saves & renewals
Colleague retention and engagement
Key Relationships:
North America LT
Chief Customer Officer, US Pest
Marketing & Sales Organizations
North America Field Leadership
Key customers, suppliers, vendors and consultants
Appropriate Government and regulatory agencies
Relevant external trade and industry bodies
Strong relationships within customer organization, Finance, IT and HR
Principal Duties and Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:
Sets all plans and performance goals for Customer retention activities
Identifies projects and initiatives for delivering on desired performance and works across the Rentokil Terminix organization to ensure enablement as needed
Establishes budget and plans for talent and technology for each project in collaboration with domain leaders
Monitors performance of domains using analyses from multiple channels
Problem-solves with domain leaders as needed to ensure performance
Sponsors continuous improvement initiatives across domains, provides industry-level insights and thought leadership to drive service excellence.
Develops and mentors leaders within Customer Experience function to create strong succession planning
Leads development of Customer Experience colleagues throughout function to drive Colleague retention in collaboration with Training group
Required Experience:
Bachelor’s Degree in Business or related field; graduate degree or MBA would be a plus
Alternatively, Military rank of O5
At least fifteen (15) years of progressive, hands-on leadership experience in Operation Support with revenue growth as a key area of focus
Proven leadership experience of a midsize to large, North American Customer centric Operational function with accountability across multiple regions and geographies.
Demonstrable experience in developing and implementing strategic business plans for large, customer service operations in North America.
Demonstrable knowledge of key trends, emerging technologies and innovations that can be leveraged to drive performance, create efficiencies and improve service
Availability to travel up to 25% to various locations in the NA business operation
Required Leadership Traits and Characteristics:
Visionary leader, with a propensity to drive growth and continuous improvement
Comfortable with marketing processes (CRM - Customer Relationship Management) and tactics to drive improved customer engagement in large complex business
Strong commercial abilities with an attestable customer service focus.
Strong analytical and problem-solving abilities with a strong understanding of key metrics and trends.
Excellent people management skills with demonstrable experience of leading a large, dispersed and diverse workforce across multiple locations and geographies.
Excellent organizational and leadership skills with the ability to operate effectively both strategically and operationally as required.
Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, and suppliers as required.
Able to demonstrate strong levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details.
Acts with the highest standards of integrity at all times and builds enduring and trusting relationships across all key stakeholders.
Formal Education, Qualifications or Training:
Bachelor’s Degree in Business or related field; a graduate degree or MBA would be a plus
Alternatively, Military rank of O5
At least fifteen (15) years of progressive, hands-on leadership experience in a revenue generating Customer Experience function.
Deep experience within the Retention domain specifically is required
Physical Demands and Working Conditions
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:
- Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
- Sitting for long periods of time while using office equipment such as computers, phones and etc.
- Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
- Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.
Incumbent is required to have:
- Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
Incumbent will be subject to:
- Inside working conditions: The change of building environment such as with or without air conditioning and heating.
Why Choose Us?
A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.
Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.
Click here to read more about our Total Rewards Program which includes:
Professional and Personal Growth
Multiple avenues to grow your career
Training and development programs available
Tuition Reimbursement benefits (for FT Colleagues)
Health and Wellness
Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
Savings and Retirement
Work-Life Balance
Vacation days & sick days
Company-paid holidays & floating holidays
A company mindset that prioritizes health, safety, and flexibility
We are looking for individuals who want to make a difference where our customers live and work. Is that you?
This company is a Drug Free workplace.
Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities.
Know Your Rights - Workplace Discrimination is Illegal
Pay Transparency - Nondiscrimination Provision
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