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Retention Manager - ISC

Location:

Rocklin, CA, US, 95765

Workplace Environment: Hybrid

Company: AmeriGas Propane, Inc.

Requisition Number: 28480

This position is a hybrid position working out of our Rocklin, CA office located at: 6020 W Oaks Blvd., Rocklin, CA 95765

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Applications for this position will be accepted until February 3rd, 2026.

Position Summary

The Inside Sales Manager – Retention leads AmeriGas's residential customer retention strategy by managing 3-5 retention teams within the Inside Sales Center. This role owns churn reduction initiatives, proactive customer save programs, and territory-level retention analytics. Working collaboratively with field distribution, service teams, and the internal Relationship Management Team, this position identifies at-risk customers, implements AI-powered retention interventions, and develops targeted save strategies to protect and grow market share. The ideal candidate is a self-starter with proven large-scale retention expertise who can operate effectively in a call center environment while driving measurable improvements in customer lifetime value.

Key Characteristics

• Self-starter with strong initiative to identify opportunities, launch projects, and drive them to completion without constant oversight

• Proactive problem-solver who anticipates customer churn risks and implements preventative strategies

• Analytical thinker who uses data to identify patterns, segment at-risk customers, and measure retention program effectiveness

• Highly collaborative with ability to partner across field operations, service, marketing, and technology teams

• Results-driven with strong accountability for retention metrics and revenue protection

• Effective coach and trainer who develops retention skills in call center representatives

• Customer-centric mindset with deep understanding of residential customer needs and pain points

Essential Functions

Essential functions document the key responsibilities required to achieve results. The following represent the primary duties that consume the majority of work time:

1. Drives Customer Retention Strategy & Analytics: Owns residential customer churn reduction through data-driven analysis of customer behavior, territory-level retention trends, and at-risk customer identification. Develops and delivers retention performance reports by region and service territory, identifying specific locations with high churn rates and implementing targeted save programs. Uses analytical insights to create proactive retention plans and measure program effectiveness against churn rate KPIs.

2. Manages Retention Teams & Develops Save Capabilities: Leads 3-5 retention teams (15-25 representatives) in executing proactive and reactive customer save strategies. Trains call center agents on retention techniques, objection handling, win-back strategies, and customer empathy. Creates coaching programs, quality standards, and performance metrics that drive accountability for individual and team retention results.

3. Leads Proactive Customer Outreach & AI-Powered Interventions: Collaborates with internal Relationship Management Team to leverage AI technology for early identification of at-risk customers. Designs and executes proactive outreach campaigns targeting customers showing churn signals before they defect. Manages lost customer feedback collection, win-back campaigns, and develops retention offers that address root causes of customer dissatisfaction.

4. Partners with Field Operations to Address Service Gaps: Works closely with field distribution and service teams to identify operational issues causing customer churn such as delivery problems, service quality concerns, or billing disputes. Facilitates root cause analysis of customer defection patterns and collaborates on process improvements that prevent future churn. Provides field teams with retention insights and customer feedback to improve service delivery.

5. Develops Retention Programs & Market Share Protection Initiatives: Creates targeted retention programs addressing specific customer segments, seasonal churn patterns, and competitive threats. Identifies customer opportunities that maintain and grow market share through improved retention economics. Launches initiatives from concept through execution including program design, team training, performance tracking, and continuous optimization based on results.

The above list is not exhaustive. All essential functions must be performed in accordance with applicable laws, regulations, and company policies including the Company's Code of Ethics and Standards of Business Conduct.

Key Performance Indicators

• Residential customer churn rate reduction (primary metric)

• Customer save rate (percentage of at-risk customers retained)

• Proactive outreach contact rate and effectiveness

• Lost customer win-back success rate

• Revenue protected through retention activities

• Customer lifetime value improvement

• Retention team productivity and quality scores

• Field operations satisfaction with retention support and service gap identification

Knowledge, Skills and Abilities

1. Customer Retention Expertise: Proven track record of reducing churn in large-scale residential customer environments (10,000+ customers). Deep understanding of customer retention strategies, churn analysis, customer lifecycle management, and win-back campaigns. Experience with both proactive retention (preventing churn) and reactive save strategies (recovering at-risk customers).

2. Data Analytics & Customer Segmentation: Strong analytical skills to identify churn patterns, segment at-risk customers, and measure retention program ROI. Proficiency in Excel, CRM platforms, and data visualization tools to create territory-level retention dashboards and predictive churn models. Ability to translate data insights into actionable retention strategies.

3. Call Center Management & Training: Experience managing retention teams in call center environments with understanding of telephony systems, quality assurance, and workforce management. Skilled at developing training programs that teach consultative retention techniques, emotional intelligence, and problem-solving skills. Ability to create call scripts, playbooks, and coaching frameworks for retention scenarios.

4. Cross-Functional Collaboration: Demonstrated ability to partner effectively with field operations, service delivery teams, marketing, and technology groups. Skilled at identifying process gaps, facilitating problem-solving discussions, and driving organizational alignment around retention priorities. Experience working with AI and technology teams to implement automated retention solutions.

5. Project Management & Initiative: Self-starter with proven ability to identify retention opportunities, design programs, and execute initiatives independently from concept to completion. Strong project management skills including stakeholder coordination, timeline management, and results tracking. Bias for action with ability to move quickly without constant direction.

6. Customer Empathy & Communication: Exceptional verbal and written communication skills with ability to understand customer pain points and craft compelling retention offers. Experience gathering and synthesizing Voice of Customer feedback to inform retention strategies. Skilled at coaching teams to demonstrate empathy while achieving retention outcomes.

Minimum Qualifications

Education

Bachelor's degree in Business, Marketing, Communications, or related field preferred. Equivalent combination of education and relevant retention experience may be considered.

Experience

• 5+ years of customer retention management experience in large organizations (preferably with residential customer base)

• 3+ years leading retention teams or call center groups (10+ direct or indirect reports)

• Demonstrated track record of reducing customer churn by 10%+ or achieving save rates of 30%+ in previous roles

• Experience with call center technology, CRM platforms (Salesforce preferred), and retention analytics tools

• Proven ability to design, launch, and manage retention programs from inception to completion

• Experience collaborating with operations and service teams to identify and resolve customer experience gaps

Preferred Qualifications

• Experience in utilities, energy, telecommunications, or other recurring revenue/service industries

• Knowledge of AI-powered customer retention tools and predictive churn modeling

• Background in customer success, account management, or loyalty program management

• Experience with Voice of Customer programs and customer feedback analysis

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

The pay for this position ranges from $91,900.00 to $110,000.00 , depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors.

This is the Company’s good faith and reasonable estimate of the range of compensation for this position as of the time of posting. The Company offers a wide array of comprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid days off such as parental leave, military leave, vacation/paid time off, sick leave in compliance with state law, as applicable, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.

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