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At Sunrise, we think bigger, go further and create new ideas. Our working culture is about achieving great things together, where respect and innovative ideas combine with real teamwork. Every voice counts and every perspective makes us stronger. Our passion drives us to try new things and grow continuously.

Tasks

  • Identify customers with a high risk of churn through data analysis and implement tailored retention campaigns.
  • Conduct briefings, listen in on customer calls, evaluate customer escalations as needed, and ensure the quality of operational campaigns.
  • Design, evaluate, and execute special offers and incentives that align with customer needs and company goals.
  • Develop segmentation strategies to personalize prevention actions and increase offer relevance and effectiveness.
  • Track the impact of prevention activities and offers; continuously refine strategies based on KPIs and feedback.
  • Work closely with Base Management, Retention Frontline, NPS Team, and Marketing to align retention tactics, share customer insights, and solve customer interactions.
  • Analyze customer feedback, usage trends, and churn reasons to support data-driven decision-making.
  • Continuously improve churn prevention workflows, tools, and automation for scalability and efficiency.

Requirements

  • Bachelor’s degree in Business Administration, Marketing, or a related field.
  • Proven experience (3+ years) in customer retention, Base Management, Value Management, or related field.
  • Strong analytical skills with the ability to interpret complex data and customer behavior patterns.
  • Excellent communication and negotiation skills, with a customer-centric mindset.
  • Ability to work cross-functionally and drive initiatives in a fast-paced environment.
  • Strategic thinker with hands-on execution ability and a proactive approach to problem-solving.
  • Fluent in German and English; Italian and French is a plus.

Benefits

  • Work in a dynamic and multinational environment where every voice is heard, perspectives are shared, and values are lived.
  • Diversity is part of the DNA at Sunrise.
  • Sunrise has partnered with Advance – Gender Equality in Business.
  • Swiss LGBTI label and Fair-ON-Pay Advanced certification for equal pay for work of equal value.
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Über uns
Sunrise ist ein Schweizer Telekommunikationsunternehmen mit Sitz in Opfikon und bietet Mobilfunk-, Internet-, Festnetz- und TV-Dienste für Privat- und Geschäftskunden an. Das Unternehmen betreibt Telekommunikationsinfrastrukturen und stellt Kommunikations- und Datenlösungen für Haushalte, Unternehmen und öffentliche Institutionen bereit. Sunrise gehört zu den grössten Telekommunikationsanbietern der Schweiz und versorgt Kunden mit mobilen und festnetzbasierten Kommunikationsdiensten.
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