Customer Retention Strategy Manager

Job Overview

This role supports customer retention efforts by analyzing data and collaborating across functions to reduce customer churn among postpaid customers. It involves structuring analytical problems, developing churn intervention initiatives, and building arguments to gain collaborator consensus. The role leads the design and execution of testing and implementation plans for retention strategies with business leaders. Success is measured by the effectiveness of retention initiatives, impact on customer experience, and alignment with key company metrics. The work directly influences customer loyalty and contributes to improved organizational performance and customer satisfaction.

Job Responsibilities

• Analyze customer data and feedback to identify problems and develop strategies that reduce customer churn
• Lead projects that design and implement retention initiatives targeting specific customer segments or locations
• Collaborate with internal partners across marketing, retail, finance, network, and care to build consensus and drive retention efforts
• Synthesize analytical findings into clear presentations that inform decision-making by business leaders
• Also responsible for other duties/projects as assigned by business management as needed
• Develop and optimize cross-channel CRM campaigns across email, SMS, push, and in-app messaging by partnering with marketing, analytics, and technology teams to drive customer retention
• Define audience segmentation, campaign logic, personalization, and experimentation using enterprise marketing automation platforms (e.g., Braze ) and dynamic templating languages such as Liquid.

Education and Work Experience

• Bachelor's Degree plus 2 years of related work experience OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Business, Finance, Accounting, Economics, Statistics, Engineering, Math, Physical Sciences or related field (Preferred)
• 2-4 years 2+ years working on customer-facing products or programs, or otherwise in a capacity responsible for ensuring positive customer experiences or business outcomes (Preferred)
• 2-4 years 1+ years related business strategy experience. (Preferred)

Knowledge, Skills and Abilities

• Argument Development (Required)
• Communication (Required)
• Cross-Functional Project Management (Required)
• Customer Insights (Required)
• Customer Retentions (Required)
• Data Analysis (Required)
• Financial Analysis (Required)
• Collaborator Management (Required)
• Critical Thinking (Required)

Other Requirements

• At least 18 years of age
• Legally authorized to work in the United States
• Travel Required (Yes/No): Yes
• DOT Regulated:
  • (Yes/No): No
• Safety Sensitive Position (Yes/No): No
• Base Pay Range: $86,200 - $155,500
• Corporate Bonus Target: 15%