Business Retention Lead

WOW! Internet, Cable & Phone•Augusta, GA

2d•Hybrid

About The Position

The Business Retention Lead plays a critical role in supporting the Business Retention team across three key areas: advertising continuity and coordination, strategic marketing for the Business Video Migration, and project management across concurrent customer-impacting initiatives. This role keeps deliverables moving, customers informed, and leadership updated through ongoing periods of change—with a consistent focus on protecting and retaining the existing customer base.

Requirements

Bachelor's degree in Marketing, Business Communication, or a related field—or an equivalent combination of education and experience.
2+ years coordinating or managing cross-functional projects, ideally involving customer-impacting initiatives with multiple stakeholders and timelines.
1+ year of experience in a marketing or advertising role, with hands-on experience taking campaigns from strategy through creative execution.
Demonstrated proficiency with project-tracking and reporting.
Comfort working with customer data.
Experience with CRM and/or billing systems preferred, including Salesforce and/or iCOMS.

Nice To Haves

Experience with Salesforce and/or iCOMS.

Responsibilities

Maintain advertising deliverables, campaigns, and vendor coordination on an ongoing basis, including providing coverage during team absences.
Coordinate the strategic marketing effort for Business Retention alongside the Director.
Translate campaign timing and customer segments into campaigns and hand creative to Marketing for execution.
Manage concurrent customer-impacting initiatives, including project trackers, timelines, cross-functional sequencing, and escalations.
Keep customer messaging consistent and well-timed across initiatives.
Identify and flag at-risk and high-value accounts.
Partner with Account Managers (AMs) on customer retention and save efforts.
Pull and analyze retention, disconnect, and pipeline data.
Surface churn drivers, at-risk trends, and segment-level patterns.
Use insights to help shape strategic timing and prioritization.
Assist in building playbooks and talking points.
Support process documentation that equips Business Customer-facing teams to consistently manage renewals, transitions, and customer-impacting changes.
Provide clear, regular status updates and reporting to the Director and leadership.
Keep Account Management and Field teams informed regarding timing and customer impact.
Perform other duties as assigned.