Senior Retention Marketing Lead

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

📋 Description

• Take charge of the lifecycle retention strategy for the Sponsorship portfolio, with a primary focus on month 13+ sponsor retention (post-year-one), ensuring clear responsibility for reducing churn and enhancing tenure during critical risk moments (e.g., delinquency/non-payment, project closures/phase outs, child drops, and general attrition) in later tenure.

• Create and sustain a sequenced, insight-driven retention roadmap (12–24 months) that emphasizes the highest-impact interventions, clarifies dependencies, and balances immediate needs with the long-term health of the portfolio.

• Oversee retention measurement (in collaboration with Analytics), including churn by category/type/tenure, save rate, non-payment risk indicators, and leading engagement metrics.

• Conduct in-depth cancel analytics to uncover trends and drivers (by segment, acquisition channel, tenure, payment behavior, communications engagement, and operational/program factors) and convert findings into clear, prioritized opportunity hypotheses.

• Develop and enhance segmented retention journeys and experiences (audience rules, triggers, messaging strategies, channel mix, and timing), focusing on month 13+ lifecycle stages that reduce churn, bolster sponsor trust, and safeguard donor experience while minimizing operational strain and ensuring readiness for Sponsor Care/Service.

• Lead retention test-and-learn initiatives: leverage cancel insights to quantify opportunities and establish hypotheses; translate these into briefs and requirements; collaborate with channel owners and Product/Digital teams to implement pilots (e.g., A/B testing, holdouts, phased rollouts); assess incremental impact and scale validated solutions with documented standards and playbooks.

• Collaborate with Operations and Impact Lead to guarantee that sponsor-facing impact claims are credible, evidence-based, and aligned with sponsor expectations.

• Work in conjunction with Sponsor Experience journey owners (e.g., onboarding, extension, and operations/impact) to ensure that retention interventions are cohesive throughout the lifecycle and do not conflict with other touchpoints or channel priorities.

• Maintain and refine documentation and playbooks (journey maps, segmentation logic, decision logs, creative standards, and launch checklists) to facilitate repeatable execution, partner self-service, and compliance alignment.

• Represent Sponsor Experience/Sponsorship Product Marketing in assigned cross-functional forums, advocating for retention priorities and highlighting risks, dependencies, and tradeoffs.

• Collaborate effectively with team members when assigned to work as part of a team.

⛳️ Requirements

• Bachelor's degree in marketing, communications, business, analytics, or a related field, or equivalent professional experience. A Master's degree is preferred.

• At least 8 years of progressive experience in retention/lifecycle marketing, CRM/journey strategy, direct response fundraising, or similar customer/sponsor experience roles, with proven ownership of churn reduction initiatives and measurement.

• Experience with analytics tools (e.g., BI dashboards) and CRM/journey platforms; ability to collaborate effectively on requirements for data, segmentation, and experimentation.

• Preferred: experience with sponsorship, recurring revenue, or subscription-style donor programs; understanding of cancellation drivers such as non-payment/delinquency and program/fulfillment constraints.

• Work Authorization: Must be authorized to work in the U.S.A for any employer.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Engaging work environment that values collaboration and innovation.