Sr. Director of Retention & Life Cycle Marketing

Job Description:



* At Sparklight / 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.

We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT.

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



* The ideal candidate will own the end-to-end customer strategy including long-term planning, managing major customer change moments, innovating new engagement and retention programs, improving our customer journeys, and scaling AI/ML and data integration


* This role requires a strategic, data-driven leader with a relentless focus on driving results


* You have experience managing a high performing team and are comfortable doing hands-on marketing yourself


* The responsibilities of this role include, but are not limited to:


* Drive customer performance (churn, engagement, profitability) across the entire consumer journey


* Define our customer base retention and engagement go-to-market vision, strategy, and execution through data-driven, customer-first insights


* Drive performance with key target audiences by elevating and addressing core insights, opportunities and gaps, portfolio alignment, and future offer and product development


* Collaborate with Retention Call Center leaders to monitor calls, understand churn mitigation efforts/barriers and present new retention strategies


* Develop cohesive lifecycle marketing programs to enhance customer experience and improve churn


* Partner with Acquisition and Digital Marketing teams to understand the overall acquisition funnel as well as customer promotional timing and relevant impact


* Build organizational buy-in from cross-functional, matrixed teams from strategic planning to building operational momentum at the division/region level; translate national plans into local relevant execution


* Leadership of 4 FTEs in retention and customer


* Scale Next Best Offer/Next Best Action tools with sales team and suggest other data sources for best practices in churn mitigation


* Operate with a sense of urgency and move at the speed of business, sometimes requiring failing fast and quick pivots


* Partner with sales team in launching key retention strategies and testing outcomes for performance-based wins


* The Sr.

Director will be a dedicated, inspirational people leader with a track record of developing team members and creating a high-performing, collaborative culture

Qualifications



* 10+ years in a Senior Retention/Lifecycle Management Role


* Experience in telecommunications, mobile, FWA or streaming s...