Manager, Customer Retention (Houston, TX)

| Houston, TX
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At NRG, we're bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy.

Job Summary:

Reporting to the Director, Customer Operations, this role is responsible for directly assisting internal and external Call Center representatives to perform more effectively and profitably within systems they utilize, processes they follow and customer interactions they conduct. The candidate will assist in the implementation of key sales and retention process initiatives, while supporting internal/external business partners in creating action plans that both drive performance improvement and achieve desired sales targets.

The successful candidate also works closely with internal business partners to support the achievement of all inbound/outbound organizational sales and retention targets; via the implementation of standardized call flows, sales processes and associated tracking mechanisms. They will draw upon both previous call center sales experience, as well as project & vendor management skills, to assist in delivering results that coincide with organizational goals and initiatives.

The Manager, Customer Retention ensures consistent, profitable growth in Home Protection revenues through proper planning, training, development and management of sales reps, and identifies additional opportunities and strategies to increase sales/reduce customer churn throughout the organization.

Essential Duties/Responsibilities:

  • Assist in the development of current and future product strategies designed to increase partner engagement and reduce customer churn
  • Develops strong working relationships with various partners to proactively facilitate change and resolve issues which impact revenue, cost and customer experience
  • Promotes collaboration, partnership and relationships among the participants and stakeholders
  • Communicates effectively in visual, oral, and written form and deliver engaging presentations to business leaders and external partners in person or by remote web-based format
  • Interaction and collaboration with senior stakeholders and executive management team
  • Preparation of high-impact communication materials, including summaries and presentations
  • Assists in ongoing implementation of "sales culture" within both internal/3rd party workforce.
  • Manage relationships with internal/external 3rd party service providers; working in conjunction with Vendor Management, and other partners, as required.
  • Organize (and participate) in call calibration sessions with internal/external service providers; focusing on sales/retention techniques and adherence to communicated processes.
  • Review sales reporting to identify gaps in performance; work directly with internal/external partners, to create action plans associated with results improvement
  • Recommend and implement changes/improvements to service quality and business processes where applicable
  • Develops and manages effective programs to compensate, train, coach and appraise sales/retention reps
  • Other duties as assigned
Working Conditions:
  • Hybrid, remote/office
  • Some overtime required as special projects arise
  • Travel as required, on an adhoc basis, ~10-15% of time

Minimum Requirements:

  • Post-secondary degree and/or related professional work experience.
  • 5-10 years of sales management experience in a call center environment; inbound and outbound.
  • 5+ years of experience in sales training and coaching.
  • 5+ years of experience in the warranty industry.
  • Problem solving and analytical skills to interpret sales performance and market trend information.
  • Ability to manage all details for a variety of projects and meet deadlines

Preferred Qualifications:

  • Communicates information timely and effectively, providing clarity and direction
  • Acts as a change agent; involving self and team in developing and executing change for business success
  • Drives for results; mobilizes self and team to execute on deliverables
  • Role models desired behaviors and demonstrates personal resilience
  • Excellent communication skills; ability to communicate to both all levels of the organization and internal/external constituents
  • Manage relationships; interact with individuals across organizational business units
  • Executes on performance targets based on contractual obligations
  • Understanding of the products that are available to our customers
  • Possesses skills that will support the current sales process and methodology
  • Strong analytical thinking skills; to develop plans, strategies and tactics
  • Self-starter with a desire to take on increased levels of responsibility
  • High energy and a positive attitude; proactive and focuses on what we "can do"
  • Ability to work in a cohesive team environment

Additional Knowledge, Skills and Abilities:

  • Expertise in call center operations and change implementation management
  • Working knowledge of the North American Energy and Home Services industries
  • Proven leadership skills; champions ideas and projects across a matrixed organization, managing through influence to drive team members from across the company towards one common objective of growing sales revenue in various channels and regions
  • Proficient with Microsoft Office suite (Word/excel/PowerPoint/Visio/Teams)

Physical Requirements:

  • Role may require sitting for extended periods of time


NRG Energy is committed to a drug and alcohol free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability

EEO is the Law Poster(The poster can be found at

Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Human Resources

Nearest Major Market: Houston
More Information on Direct Energy
Direct Energy operates in the Energy industry. The company is located in Houston, TX. Direct Energy was founded in 2022. It has 2900 total employees. It offers perks and benefits such as Dental Benefits, Health Insurance Benefits, 401(K), Remote Work Program, Paid Holidays and Paid Sick Days. To see all 2 open jobs at Direct Energy, click here.
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