Customer Retention Manager

COMPANY OVERVIEW

Chariot Energy, is an affiliate company of Hanwha Energy USA and ultimately Hanwha Group, a FORTUNE Global 500 firm that is among the eight largest business enterprises in South Korea. Hanwha Energy USA designs, builds and manages solar power plant solutions. The company brings a decade of global leadership in solar PV to North America, combining best-of-world technology, processes, and partnerships to deliver utility-grade solar PV solutions customized for local energy markets. Hanwha Energy USA offers the full spectrum of PV solutions – from power plant development, design, construction, operations, and maintenance. With proven capabilities across the solar value chain, Hanwha Energy USA minimizes uncertainty and risk, and helps customers achieve a higher return on their investment in solar energy.

Hanwha Energy USA has recently embarked to enter the energy retail market in deregulated markets throughout North America. Chariot Energy is a retail energy provider based in Houston, Texas. We offer electricity to homes and businesses, and it is our goal to provide products and services our customers love and an unmatched experience that is missing in today’s retail energy market.

Hanwha Energy USA has set out to have Chariot Energy become one of the leading energy retail providers (by RCE count) within 5-years of Chariot Energy’s launch.

POSITION OVERVIEW

We are seeking a Customer Retention Manager who is proactive, customer focused, independent, results-oriented and wants to be part of a dynamic organization. The ideal candidate will have experience in the deregulated retail electricity space with a strong focus on customer retention and renewals and responsible for retention leading the efforts in retaining and renewing residential and small commercial customers. This role will be responsible for reducing churn, managing the renewal lifecycle, and driving customer satisfaction through personalized outreach, strategic offers, and strong relationship management. The ideal candidate combines sales acumen, customer service expertise, and analytical skills to maximize long-term value and loyalty.

This position is in Houston, and the ideal candidate will be within commutable distance to the Chariot Energy Houston office location. This is an onsite role.

RESPONSIBILITIES

Retention & Renewals

• Manage the end-to-end renewal process for residential and small commercial customers, ensuring timely and seamless contract transitions.
• Proactively identify at-risk accounts and develop tailored retention strategies to reduce churn.
• Offer competitive renewal plans and incentives aligned with customer needs and market conditions.
• Leverage CRM tools to track customer lifecycles, contract expirations, and interaction history.

Customer Engagement

• Serve as the primary point of contact for renewal-related inquiries, resolving customer concerns promptly and professionally.
• Educate customers on Chariot Energy’s products, services, and renewable energy mission to reinforce value.
• Deliver personalized communications (calls, emails, and digital campaigns) to increase engagement and loyalty.

Analytics & Reporting

• Monitor and report on key performance metrics including renewal rates, churn, customer lifetime value, and retention ROI.
• Provide insights to leadership on customer trends, competitive threats, and opportunities for improvement.
• Collaborate with marketing and sales teams to refine renewal offers, winback campaigns, and customer incentive programs.

Compliance & Quality

• Ensure all renewal and retention activities adhere to Public Utility Commission regulations and internal compliance standards.
• Maintain accurate documentation of customer interactions, contracts, and outcomes.
• Support quality assurance by regularly reviewing processes and recommending improvements.

REQUIRED COMPETENCIES

• Analytical - Proven problem-solving capability with strong analytical skills including statistical analysis,
• Stakeholder Engagement – Understands the importance of seeking out relationships and working with others toward a shared goal.
• Effective Communication - Strong verbal and written communication skills.
• Agility - Demonstrate willingness to modify position as needed to meet the needs of the business.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in Business, Marketing, or related field.
• 5+ years of experience in a B2C retention, account management, or renewals role in Retail Energy required.
• Proven ability to reduce churn and improve customer loyalty.
• Strong understanding of customer lifecycle behavior and retention levers.
• Experience improving business performance based on key metrics and goals.
• Strong communication, negotiation, and conflict-resolution skills.
• Analytical mindset with experience using CRM tools and reporting systems.
• Strong aptitude for problem solving and multitasking.
• Deadline-oriented with an ability to prioritize tasks.
• Highly data-driven with the ability to analyze, articulate and solve complex problems and concepts to make effective business decisions.
• Strong interpersonal skills and the ability to work across functions and levels.
• Creative thinking with experience guiding projects from concept to execution.
• Strong organizational, project management, and change management abilities.
• Strong proficiency in Microsoft Office Suite Apps: Excel, Access, PowerPoint.
• Bilingual (English/Spanish/Korean) a plus.
• Eligible to work in the USA for any employer without sponsorship.

Attention external recruitment firms, we will not accept any unsolicited resumes at this time. Please do not contact any internal member of our company to discuss the position or to solicit candidates.

Chariot Energy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. www.mychariotenergy.com