Associate Director Customer Retention Orchestration

Verizon•Basking Ridge, NJ

1d•$114,000 - $219,000•Hybrid

About The Position

When you join Verizon You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife. What you’ll be doing... The Associate Director (AD) will be a member of the Base Marketing team, leading the Defend activation and orchestration across the VBG organization. Reporting directly to the Director, Defend Strategy, this individual will be responsible for driving the base churn program execution strategy for small and medium businesses, global enterprises, and public sector customers. Additionally, they will manage a team of marketers and drive business churn and retention goals via understanding of channels and systems available and strong execution skills. The AD will operate by leading peers from cross-functional teams, including but not limited to: Sales, Marketing, Customer Experience, Care, Martech, Digital, and AI groups. Responsibilities: Transform high-level VBG retention strategies into live, functional customer treatments. The role is the primary driver of activation —responsible for the end-to-end save journey work, orchestration of "Defend" programs across all rep-facing and customer-facing systems. The role bridges the gap between a marketing idea and a functioning action in the field. The AD is responsible for ensuring that the requirements for every "Save" action are accurately translated into logic for systems and platforms teams for execution with IT partners and vendors. Lead a team of marketers in this High-Velocity Activation Hub: a specialized team of activation and orchestration experts to transform complex "Defend" strategies into live, omni-channel experiences. The AD is responsible for the end-to-end deployment of churn-reduction programs, ensuring zero-defect execution to hit aggressive VBG retention milestones. Ensure that "Next Best Action" (NBA) and "Next Best Offer" (NBO) logic is correctly mapped and triggering across all omni-channel touchpoints with a high-quality emphasis on superior Care execution across those platforms (inbound and outbound). Build this keeping unique systems access, platform availability, and motions catering to the diverse types of customers available across VBG. Lead the team to drive end-to-end validation for all retention-focused system deployments. The AD team is the final "green light" for ensuring that offer logic, pricing, and eligibility function perfectly in-market before customer-facing experience or marketing communications are triggered. Ensure a "Save Action" perspective is unified across all channels. Whether a customer interacts via a self-service portal, a retail store, or a call center, the AD helps manage their team to orchestrate to provide a consistent, personalized experience. Surgical Treatment Deployment: Execute the CRM roadmap by activating surgical treatments for line, account, and product churn. Use performance data to troubleshoot and refine campaign delivery in real-time, ensuring maximum reach and effectiveness. Workstream Leadership: Lead the "E2E Execution" workstreams for device upgrades and pricing, as well as save action value-prop strategies. What we’re looking for... The ideal candidate is a results-oriented and highly motivated leader who excels at synthesizing data into actionable insights while fostering a culture of critical thinking and efficient execution. They are a big-vision thinker with the ability to distill complex plans into clear workstreams, navigating organizational landscapes to gain executive alignment and drive program timelines with precision. By prioritizing financial rigor and data storytelling, they elevate business casing to a core leadership requirement, ensuring end-to-end program effectiveness and optimized outcomes. Furthermore, they are dedicated to building high-performing, cross-functional environments rooted in constructive feedback and creative independence, ensuring that strategic goals are met through both technical excellence and strong interpersonal leadership.

Requirements

Bachelor’s degree or four or more years of work experience.
Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
Deep understanding of Next Best Action (NBA) and Next Best Offer (NBO) logic, including experience mapping complex eligibility and pricing rules within CRM and MarTech platforms.
Three or more years of experience leading and developing a team of high-performing marketers in a high-velocity, "activation hub" environment.
Experience translating high-level marketing strategies into functional, live customer treatments across diverse channels (Digital, Retail, Call Center, and Sales).

Nice To Haves

A Master’s degree in Business Administration, Finance, Marketing, or Analytics.
Understanding of direct marketing and Sales best practices across key tactics (Email, Direct Mail, SMS, Digital, Outbound, etc).
Understanding of key CRM and Sales platforms and systems (i.e., Adobe, Salesforce, Pega, and POS systems).
Strong understanding of customer analytics and campaign success measures.
Ability to translate complex ideas and express them in concise, simple-to-understand ways.
Ability to work under pressure in a fast-paced environment and multitask across projects.
Comfortable with continuously changing priorities.
Strong analytical, problem-solving, and planning skills.
Ability to interface with executive and C-suite leadership to develop and represent work.

Responsibilities

Transform high-level VBG retention strategies into live, functional customer treatments.
Lead a team of marketers in this High-Velocity Activation Hub: a specialized team of activation and orchestration experts to transform complex "Defend" strategies into live, omni-channel experiences.
Ensure that "Next Best Action" (NBA) and "Next Best Offer" (NBO) logic is correctly mapped and triggering across all omni-channel touchpoints with a high-quality emphasis on superior Care execution across those platforms (inbound and outbound).
Lead the team to drive end-to-end validation for all retention-focused system deployments.
Ensure a "Save Action" perspective is unified across all channels.
Surgical Treatment Deployment: Execute the CRM roadmap by activating surgical treatments for line, account, and product churn.
Workstream Leadership: Lead the "E2E Execution" workstreams for device upgrades and pricing, as well as save action value-prop strategies.

Benefits

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance.
We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package.
Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc.
Newly hired employees receive up to 15 days of vacation per year, which grows with additional service.

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