Customer Retention Marketing Senior Manager

Verizon•Irving, TX

5d•$105,000 - $201,000•Hybrid

About The Position

The Marketing Senior Manager will be a member of the Verizon Business Base Marketing Team leading FWA base retention strategy including campaign management. Reporting into the Director, this Senior Manager will be responsible for developing, implementing and managing initiatives to improve customer tenure and revenue with special focus on overall customer experience for business customers.

Requirements

Bachelor’s degree or four or more years of work experience.
Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
Experience in Marketing, demonstrated through work in Base Marketing, CRM, or Customer Retention.
Experience working on cross-functional teams; gaining alignment to drive completion of goals in a resource-constrained environment.
Experience using data and analytics to inform and improve marketing strategies.
Experience presenting marketing results and business impact.
Experience in initiative and campaign orchestration and work with internal cross-functional teams and external agency partners.
Experience with balancing multiple priorities to meet deadlines in a fast-paced environment.
Experience with Google Suite.

Nice To Haves

Bachelor's or Masters degree, MBA is a plus.
Experience with proactive customer relationship management (CRM) programs.
Experience in, or working, with call centers, sales teams, and agencies.
Experience with campaign automation/project management tools such as Workfront, Marketo, etc.; and, demonstrable experience employing AI.
Strong verbal communication skills.

Responsibilities

Orchestrate End-to-End Churn Mitigation & Revenue Growth Campaigns: Develop, evaluate, and optimize omni-media, omni-channel strategies designed to encourage customer motions that result in churn reduction and increased product attach.
Drive Creative Strategy & Audience Targeting Direction: Spearhead the end-to-end development of campaign assets by delivering clear creative briefs and copy development guidance, while defining comprehensive audience strategies and precise targeting directions for Database Marketing execution through partnership with the Audience Modeling organization.
Campaign Optimization: Continually monitor and evaluate campaign health, dynamically pausing underperforming initiatives to re-evaluate messaging strategy or realign product and offer updates.
Conduct Cohort Churn Analysis: Analyze complex datasets to identify high-risk customer cohorts, translating data insights into proactive churn mitigation and proof-of-concept (POC) strategies.
Identify and implement WOW Moments: Deliver unexpected value at unprompted, curated touchpoints to strengthen customer loyalty and brand equity.
Spearhead Cross-Functional Retention Integration: Partner closely with Mobility and Churn Management teams to unlock synergies, leverage automated recommender engines, and close competitive coverage gaps for converged customer segments.
Evaluate Campaign Performance & Effectiveness: Monitor and analyze business-level KPIs to evaluate overall program effectiveness, ensuring initiatives are successfully meeting strategic retention and attachment objectives while identifying opportunities for optimization.
Cultivate Collaborative Partner Relationships: Work closely with Product Marketing, Product Management, Database Marketing, Agency Management, and Integrated Marketing to champion retention goals, stay informed of shifting broader strategies, and align joint efforts across end-to-end campaign lifecycles.
Deliver Performance Insights and Readouts: Develop marketing impact and business contribution readouts, including initiative insights and data-anchored recommendations to optimize existing campaigns and/or introduce new programs. Requires the ability to package strategies and results into professional presentations for communication to peers, leadership, and executive levels of the organization.
Represent Strategy to Stakeholders: Champion Base Marketing strategy and planning to senior leaders and stakeholders, using data-driven storytelling to connect high-level strategy with execution.