Business Retention Specialist in Coppell, TX at Brink's

Date Posted: 9/12/2019

Job Snapshot

  • Employee Type:
  • Location:
    Coppell, TX
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Brink’s U.S., a division of Brink’s, Incorporated, is the premier provider of armored car transportation, currency and coin processing, ATM servicing and other value added services to financial institutions, retailers and other commercial and government entities.  The company has a proud history of providing growth and advancement opportunities for its employees.  We have a challenging opportunity for a Business Retention Specialist.

Job Summary:
The Business Retention Analyst is responsible for supporting all departments and business partners with analytical data to identify at risk customers, enhance the client experience through identifying area of concern and working with the area to correct the issues, proactively improving client loyalty, reduce client attrition, and work with sales and marketing to re-engaging lost clients. Acts as the voice of the customer through data and the ambassador for all client-related activities.

Key Responsibilities:
• Create at risk customer profiles and use AI in SalesForce to identify at risk customer based on profiles
• Work with a Steering committee in retaining the identified at risk customers
• Closely monitors the Customer Health Score for new, top, and identified clients
• Provides analytical data for all client complaints and At Risk clients.
• Supports the organization through research, data development, reporting, data interpretation and analytics.
• Supports departments by providing timely and relevant client metrics for the business segment.
• Ensures integrity and accuracy of business segment and/or support functional metrics.
• Utilize data to improve internal processes and/or determine root causes of certain business challenges and propose solutions.
• Prepare presentations to communicate findings that support recommendations.
• Develop custom reports for management, highlighting key performance metrics.
• Monitors but does not provide key performance metrics across operational areas on an on-going basis.
• Establish tracking and reporting methods for internal use and distribution to the field team and or/various departments.
• Work cross-functionally to help departments understand how to interpret Customer Health data, including Sales, Marketing, Client Services, Product, Finance, Operations, and IT.
• Exude a positive attitude/energy that is visibly by clients and team members, while displaying a commitment and passion for our customers.
• Conducts research and performs analysis to understand retention rates of different customer segments.
• Performs ad hoc analysis of business situations, systems, and problems.
• Conducts data query and analysis to determine the profitability of an investment or project.
• Develops financial and statistical models to aid retention improvement activities
• Serves as an internal expert focusing on retention analytics to provide data and interpretation.
• Formulates actionable, value-adding business solutions and works with project management team to implement retention strategies.
• Co-coordinates with project management team to test and implement initiatives to improve retention.

Job Requirements

Minimum Qualifications:
Bachelor’s degree in Math, Engineering, Statistics, Business Administration, related field, and/or equivalent education.
• 3 plus years of experience in an analytical role, or 1 or more year of experience with Master’s degree.
• Strong experience of Microsoft Office Suite, Access, Word, Excel, Outlook, and general working knowledge of Internet for business use.
• Advanced knowledge of MS Excel
• Strong quantitative and qualitative analytical skills
• Ability to translate complex ideas and data models into simple explanations
• Innate desire to solve problems through analysis or through a quantitative process
• Demonstrated decision making ability towards solving problems, while working under pressure and effectively communicating these solutions to co-workers.
• General understanding of business policies and practices.
• Ability to quickly learn and apply knowledge of proprietary software programs.
• Must be a self-starter requiring little supervision.
• Detail-oriented with strong organizational and project management skills, able to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently.
• Demonstrated ability to manage relationships with both internal and external customers.
• Demonstrated ability to work effectively under pressure and within a collaborative team oriented environment using sound judgment in decision-making.
• Excellent communication skills both oral and written with strong analytical skills.
• Strong presentation skills and the ability to translate analytics to reports
• Demonstrated proficiency with Microsoft Office products (PowerPoint, and Word); Advanced Excel knowledge and strong SQL programming skills.

If you have the background and integrity we require and are looking for a challenging opportunity, we hope you will consider employment with Brink’s U.S.  We provide a competitive salary, medical, dental, vision and life insurance plans. In addition, we offer a 401(k) plan with company match.  If you are interested and meet the requirements for this position, please apply.

Brink’s, Incorporated is an Equal Opportunity / Affirmative Action Employer, and is committed to maintaining a drug-free workplace.  


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.