Senior Manager, Customer Retention

This is a fully remote position, open to applicants in United States.

📋 Description

• Create and execute strategies aimed at enhancing member retention, improving renewal performance, and increasing the lifetime value of the DentalPlans.com member base.

• Manage the customer relationship management (CRM) platform.

• Develop and oversee lifecycle and renewal communication strategies.

• Analyze retention performance metrics.

• Collaborate across departments with the Contact Center, Product, and Business Insights teams.

• Utilize subscriber metrics, audience cohorts, and behavior segments to boost engagement, renewal rates, and minimize churn.

• Lead a team of retention marketers.

• Formulate retention strategies and set revenue targets linked to voluntary member renewals across Web and Call Center channels.

• Direct the CRM segmentation and personalization strategy and guide the enhancement roadmap for the platform.

• Convert retention risk, member health scoring, and renewal performance data into actionable recommendations for leadership.

• Establish and maintain forward-looking renewal revenue forecasts by channel and implement tactical measures to address gaps.

• Oversee multi-channel campaigns throughout the member journey, from onboarding to win-back.

• Integrate voice-of-customer insights and collaborate with Product on improvements to the member portal and renewal funnel.

• Work with the Contact Center to develop agent-facing retention scripts and renewal handling practices.

⛳️ Requirements

• A minimum of 10 years of marketing experience, including over 5 years in a customer retention or subscriber marketing lead role.

• At least 5 years of management experience.

• Background in DTC / B2C marketing.

• Typically requires a bachelor’s degree or its global equivalent in a relevant field.

• Proven track record of significantly improving a primary retention and/or LTV metric at scale.

• Demonstrated analytical expertise and experience in transforming cohort, segmentation, or health-scoring data into prioritized retention strategies.

• Strong knowledge of and experience with CRM platforms such as HubSpot or Salesforce, including aspects of segmentation, automation, and personalization.

• Excellent analytical, communication, and organizational abilities.

• Exceptional presentation and public speaking skills.

• Strong capabilities in independent decision-making, analysis, and problem-solving.

• Proficient in Microsoft Excel, Outlook, PowerPoint, and Word.

• Effective communicator with senior management and key stakeholders.

• Familiarity with subscription mechanics is an advantage.

• A master's degree or its global equivalent is a plus.

• Must be authorized to work in the United States without current or future employer sponsorship.

• Ability to work within the United States; Henry Schein One is not hiring individuals residing in North Dakota, Rhode Island, Vermont, Delaware, Hawaii, Puerto Rico, and other U.S. territories at this time.

• Willingness to travel up to 10% as necessary.

🏝️ Benefits

• Comprehensive health coverage.

• Retirement savings plan with company match.

• Paid time off (PTO).

• Paid parental leave.

• Access to wellbeing resources.

• Education support initiatives.

• Medical, dental, and vision coverage.

• 401K plan with company match.

• Short-term disability benefits.

• Work-life assistance program.

• Health savings and flexible spending accounts.

• Educational benefits.

• Worldwide scholarship program.

• Volunteer opportunities.

• Eligible for a target bonus (not included in the listed base salary range).