Sr. Manager, Retention & Upgrade Marketing

Job Description:

At Cable One and our family of brands, we keep our customers and associates connected to what matters most.

For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

The Retention & Upgrade Marketing Manager is responsible for reducing customer churn and driving revenue growth within the Residential Services division by targeting the existing customer base.

This role focuses on lowering internet service disconnect rates while increasing customer value through strategic upsell and cross-sell initiatives.

The manager develops and executes proactive outreach and intervention campaigns using both digital and traditional marketing channels.

Additionally, they track and report on key metrics related to retention and revenue growth and work closely with cross-functional teams to ensure alignment of customer-facing strategies.

The manager also leverages market research to develop retention offers, influence competitive pricing strategies, and identify opportunities for service upgrades.

What you will do to contribute to the company's success



* Develops and executes proactive outreach, upsell, and cross-sell campaigns to reduce disconnects and increase customer value, using both digital and traditional marketing channels.


* Tracks, analyzes, and reports on key retention and upgrade metrics, providing actionable insights to improve performance and grow revenue.


* Partners with the Customer Lifecycle Marketing Manager to ensure alignment of retention and upgrade strategies across the entire customer journey.


* Collaborates with the Senior Director of Retention and Customer Lifecycle Marketing to drive cross-functional initiatives aimed at reducing churn and increasing customer lifetime value.


* Works closely with internal and external creative teams and agencies to plan and execute retention and upgrade strategies effectively.


* Leverages quantitative and qualitative market research to develop impactful retention offers and identify opportunities for service upgrades.


* Coordinates with internal teams, including product, sales, and customer service, to ensure alignment and execution of retention and upsell efforts.


* Manages the creation and maintenance of strategies, tools, and resources to support retention and revenue growth across the organization.


* Continuously monitors market trends, customer feedback, and competitor activities to identify opportunities for enhancing customer experience and driving upgrades.

Qualifications


* Bachelor's degree (B.A.) in Marketing, Business Administration, or a related field required.


* 8 years or more experience in a customer retention or revenue growth marketing role, preferably within the telecommunications or subscription-based services industry, managing both digital and tradi...