Director of Retention and Lifecycle 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'll Do to Drive Business Impact

As the Director of Retention and Lifecycle Marketing, you will lead the strategy, development, and execution of data-driven initiatives to improve customer retention and maximize customer lifetime value.

Reporting to the Senior Director of Retention and Lifecycle Marketing, you will be responsible for proactive outreach, upsell, cross-sell, and lifecycle campaigns across multiple customer segments and channels.

You will:


* Lead the strategic development and execution of omnichannel retention, upsell, and cross-sell programs that drive subscriber engagement, reduce churn, and increase ARPU.


* Own retention and upgrade KPIs, translating insights into actionable strategies to improve performance across customer segments, products, and geographies.


* Mentor and develop a high-performing team, providing strategic direction, performance feedback, and career development support.


* Champion the customer journey, identifying opportunities to improve engagement and satisfaction through tailored lifecycle messaging, offers, and experiences.


* Collaborate cross-functionally with product, care, sales, and field operations to ensure organizational alignment and execution of retention initiatives that support company objectives.


* Partner closely with analytics, research, and finance teams to model the impact of retention initiatives and optimize offer structures, pricing strategies, and investment allocation.


* Lead agency and vendor relationships, ensuring creative alignment, timely execution, and ROI on campaign spend.


* Stay ahead of market trends, customer behavior shifts, and competitive threats, informing proactive strategy pivots and go-to-market adjustments.


* Embed test-and-learn methodologies into campaign planning to drive continuous improvement and innovation across the retention and lifecycle portfolio.


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

Qualifications


* Bachelor's degree in marketing, Business, or a related field required; master's degree or MBA preferred.


* 10+ years of progressive experience in retention, lifecycle marketing, or growth marketing; preferably in telecom, subscription, or B2C service industries.


* 5+ years of direct team management experience, with a proven ability to ...