Manager, Go to Market Retention

As an NRG employee, we encourage you to think creatively and proactively about your career choices.  Our work environment is dynamic and the career opportunities across our businesses offer variety and challenge.  Providing career growth to our own employees is critical to our ongoing success--take charge of your career goals and empower your future!

Job Summary: 

The position will manage and carry out a diverse range of assignments, projects, and activities to enable successful customer retention for the Direct Energy brand.

Direct Energy markets and sells electricity and natural gas to residential and small business customers throughout deregulated energy markets in the U.S. Primary responsibilities of this position include developing overall customer retention strategy for Eastern U.S. deregulated power and gas markets, driving retention performance, and delivering on company customer and financial goals. Retention strategy includes the areas of product, pricing/margin, channels, customer experience, and supporting internal/external partnerships. Position works cross-functionally with other key departments to execute retention strategies including Sales, Marketing, Operations, Product Development, Pricing, Legal/Regulatory, Analytics, Finance, and IT.

Essential Duties/Responsibilities:

• Drives and develops retention strategies based on consumer & market insights and business/brand growth objectives
• Leads the development of segment analytics and market insights to guide market and segment plan development
• Develops channel-specific segmentation, targeting, and margin strategies for retention marketing efforts
• Leads the performance and understanding of customer segments through analytics, sales performance tracking, management reporting, and decision support
• Sponsors and leads deployment of key retention strategies working with other functions including Care, Marketing, Operations, Product Development, Legal/Regulatory, Analytics, Finance, and IT
• Monitor competitive intelligence to better understand the competitive landscape and market dynamics, and develop actionable insights that can be turned into practical solutions
• Drives overall cross-serve / up-serve product, channel & segment strategy
• Manages targets and ongoing performance against key metrics including customer count, market share, unit margins, cost-to-acquire, products per customer, and consideration
• Defines the brand’s customer lifecycle journey including customer communication strategy, and leads cross-functional programs to bring the journey to life
• Supports the financial forecasting process by preparing key inputs and working with Financial Planning/Accounting to develop monthly forecast updates
• Develop, prepare, and present management performance reporting for key weekly/monthly performance discussions
• Working understanding of key systems involved in sales and customer support processes
• Develops documents or presentations on key projects, processes, and issues as appropriate to keep management informed and drive decision-making.
• Lead/Support integration of strategies, channels, and customers associated with Mergers/Acquisitions as needed
• Perform other duties as assigned

Working Conditions:

• Open office environment.
• Some overtime required as special projects arise.
• Minimal Travel required

Minimum Requirements:

• 5-7 years work experience in energy markets
• Bachelor’s degree from an accredited college or university
• 2+ years experience  working in deregulated power and gas markets 
• Business Analysis, Finance, Marketing, or Strategy experience

Preferred Qualifications:

• 3+ years people of  management experience 

• 3+ years of experience  working in  deregulated power and gas markets in eastern U.S. states,  including,  Ohio, Pennsylvania, Illinois, Maryland, Michigan, New York, New Jersey, New Hampshire
• Prior reporting experience using reporting dashboards (Power BI, Tableau)
• Master’s degree from an accredited college or university

Additional Knowledge, Skills and Abilities:

• Strong computer and analytical skills, including proficiency in MS Office.
• Detail oriented and highly organized.
• Thorough understanding and ability to apply marketing and technology principles.
• High integrity, energy, enthusiasm, and tenacity.
• Proven commitment to delivering projects on-time.
• Effectively communicate to a wide range of audiences in both written and oral form. 
• Working knowledge of project management methodologies

Physical Requirements:

• Occasionally requires lifting as appropriate to perform duties and responsibilities.

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/Vet/Disability  Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.  Official description on file with Talent.