Director, Marketing Strategy – Customer Base Management and Retention

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Design and implement a thorough strategy for managing the customer base that aligns with objectives for growth, revenue, and retention.

• Propel ARPU growth through pricing strategies, speed enhancements, value-added services, product transitions, and targeted cross-selling initiatives.

• Discover growth and retention opportunities across various customer segments, geographic areas, and competitive landscapes.

• Take ownership of the strategic roadmap for customer base initiatives, ensuring alignment with financial goals and enterprise priorities.

• Spearhead proactive retention efforts, churn mitigation, customer reacquisition, and loyalty initiatives.

• Create targeted lifecycle marketing programs designed to enhance customer engagement during initial tenure and key customer milestones.

• Collaborate with Customer Experience, Sales, and Operations teams to enhance customer journeys and minimize avoidable churn.

• Develop unique retention and offer strategies based on customer value, competitive factors, and behavioral insights.

• Direct the customer offer strategy, which includes promotional pricing, retention incentives, product enhancements, and focused marketing programs.

• Work alongside Pricing, Product, and Finance teams to refine offer economics, promotional spending, and profitability.

• Assess business cases, financial forecasts, and program performance to optimize incremental revenue and return on investment.

• Set governance and performance metrics for customer offers and marketing campaigns.

• Utilize advanced analytics, customer segmentation, predictive modeling, and AI-driven insights to uncover growth opportunities and enhance customer engagement.

• Partner with Analytics and Technology teams for personalized marketing, next-best-action strategies, and campaign efficiency.

• Define performance metrics and accountability measures for revenue growth, retention, customer adoption, and marketing ROI.

• Regularly assess program effectiveness and adjust strategies based on quantifiable customer and financial results.

• Act as a strategic collaborator across Marketing, Sales, Customer Experience, Digital, Product, Finance, Technology, and Operations.

• Lead and nurture a high-performing team dedicated to customer strategy, lifecycle marketing, analytics, and offer management.

• Influence senior leadership with actionable insights, strategic recommendations, and business performance evaluations.

• Ensure the consistent, efficient execution of customer programs in compliance with regulatory standards and customer experience expectations.

⛳️ Requirements

• Bachelor's degree in Marketing, Business, Analytics, or a related discipline.

• Over 10 years of progressive experience in telecommunications, subscription services, customer lifecycle marketing, revenue expansion, or retention strategies.

• More than 5 years of experience in leading customer growth, pricing, offer management, or retention strategies.

• A minimum of 3 years of experience in a leadership role managing teams.

• Proven success in driving measurable advancements in revenue, ARPU, customer retention, and marketing effectiveness.

• Strong financial acumen, including the ability to develop business cases, assess offer economics, and manage marketing investments.

• Experience in utilizing customer analytics, segmentation, marketing automation, and predictive modeling.

• Exceptional strategic thinking abilities, executive communication skills, and cross-functional leadership experience.

• An MBA or advanced degree in Business, Marketing, or Analytics is preferred.

• Experience in telecommunications, broadband, fiber, or internet service providers is advantageous.

• Proficiency in customer lifecycle management, competitive retention strategies, pricing optimization, and digital customer engagement is a plus.

🏝️ Benefits

• Competitive salary.

• Medical insurance coverage.

• Dental insurance benefits.

• Vision insurance provisions.

• Life insurance options.

• Employee assistance program access.

• 401K plan with company matching.

• Additional voluntary benefits.

• Paid time off.

• Wellness programs supporting physical, emotional, and financial well-being.

• A hybrid work environment with technology facilitating team connectivity.

• Support for reasonable accommodations during the application and hiring process.