Customer Experience, Lifecycle & Loyalty Lead

Echostar Corporation • El Segundo, CA

52d

About The Position

Join our team to shape how we engage, retain, and delight customers at scale. We're seeking a hands-on and data-informed leader to drive customer loyalty and lifecycle initiatives that strengthen relationships, reduce churn, and enhance the overall customer experience. This role turns strategy into coordinated execution across Marketing, Customer Care, Product, and Analytics.

Requirements

• Bachelor's degree in Business, Marketing, Communications, or related field (or equivalent experience)
• 3+ years of experience in customer experience, lifecycle management, loyalty program management, or related roles
• Strong analytical skills with experience in customer insights, dashboards, and KPIs
• Proven track record executing lifecycle and loyalty initiatives across multiple channels
• Proficiency with CRM systems, customer service platforms, and cross-platform integrations
• Excellent organization in managing complex programs, and clear, concise communication skills
• Ability to collaborate effectively with cross-functional teams

Nice To Haves

• Experience managing customer feedback loops and online reputation programs is a plus
• Experience with CDP platforms is also a plus

Responsibilities

• Translate retention and loyalty strategies into clear action plans, timelines, and deliverables
• Coordinate execution of campaigns across SMS, email, notifications, and outbound channels
• Partner with Customer Care to identify recurring customer pain points and address churn drivers
• Develop and execute loyalty programs, winback campaigns, and retention initiatives that increase customer lifetime value
• Manage customer feedback and online review channels to strengthen brand reputation and trust
• Lead root cause analysis to identify gaps and drive process improvements
• Drive the adoption of new tools and CRM capabilities to enhance lifecycle and loyalty initiatives
• Analyze churn, retention, and campaign performance data to identify trends and actionable insights
• Build and maintain dashboards and reports to monitor key performance indicators
• Recommend and implement enhancements to loyalty and retention programs based on real-world results
• Collaborate with marketing, product, operations, QA, and IT to enhance processes, tools, and lifecycle programs
• Maintain campaign calendars, workflow trackers, and process documentation
• Communicate updates, milestones, and results clearly to stakeholders
• Support team training, calibrations, and performance initiatives to drive operational excellence
• Perform other duties as assigned

Benefits

• We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits.
• The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Telecommunications
• Number of Employees: 5,001-10,000 employees