Director, Base Management

Astound Broadband • New York, NY

5d

About The Position

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere. A Day in the Life of the The Director of Base Management will be responsible for developing and directing strategic retention offer strategies and related campaigns to achieve subscriber and revenue goals. This role will provide leadership and direction for multiple functional areas to influence, shape, develop and integrate retention strategies for the company’s customer lifecycle, with a key focus on evolving scalable and data-centric approaches that create a more engaging customer experience and improve customer retention rates. Work closely with VP to understand the event or series of precipitous events that cause customer dissatisfaction or a predisposition to churn. Conduct ongoing review of key operational actions needed to improve customer experience. Assist in establishing and enhancing metrics for measuring the performance of retention initiatives. Lead discussions with internal business partners across multiple functional areas to diagnose, recommend and implement retention solutions, including success and testing criteria, and implement best practices to achieve and/or surpass product and customer relationship retention. Establish consistent cross-functional partnerships with Billing & Collection, IT/Engineering, E-commerce, Retail and Sales Channels to streamline and centralize customer retention strategy. Partner with CX teams to maintain & measure departmental KPIs to garner actionable insights that will drive strategies around churn reduction and revenue optimization. Actively and consistently support all efforts to simplify and enhance the customer experience. Collaborate with other departments and key marketing personnel to define the company's retention, brand and product positioning, and ensure ongoing brand awareness and consistency. Monitor and assist in driving the attainment of key performance indicators, including service level, quality, NPS, and customer satisfaction objectives to drive optimal customer experience and maximum retention efficiency. Identify future needs within the marketplace and qualify opportunities for new offerings based on fact-based, market-driven insights and analyses. Analyze competitors' services, prices and messaging; synthesize information to develop an integrated marketing retention strategy and course of action. Train, lead, and provide strong leadership and mentorship to the team. Offer strategic oversight to resource allocations, vendor relationships and contracted scopes of work. Actively support, promote, and advance all aspects of Astound’s Inclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered. Other duties as assigned.

Requirements

• Relevant cable and/or telecommunications experience
• 7+ years of experience leading in Marketing or Sales Operations
• Experience implementing and executing retention/competitive strategies, projects, and agency relationships.
• Experience synthesizing information and critical details for leadership and driving implementation of decisions and department ops direction.
• Proven success leading and partnering with cross-functional teams in a Marketing Operations capacity.
• Experience building/supporting monthly, quarterly, and annual marketing plans and processes that reinforce business goals, including ongoing management.
• Budget management experience
• Ability to manage multiple, diverse projects and management styles in a fast-paced environment.
• Excellent communication skills and confidence in managing varying levels of stakeholders are essential.
• Proactive team player with a positive attitude who adapts well to changing needs and priorities, ambiguity, experimentation, and iteration, and can pivot easily to achieve goals and deadlines.
• Knowledge/experience in platforms and tools that the marketing team and company use to support campaign efforts, measure performance, and provide data and insights.
• Proficiency in Microsoft Office Suite and Google products (Excel including PivotTables, Word and PowerPoint plus Gmail, Docs, Drive, Calendar).
• Ability to negotiate as needed during budget management discussions
• Analytical, resourceful problem solver.
• High school diploma or equivalent required.
• Bachelor's degree preferred.

Responsibilities

• Developing and directing strategic retention offer strategies and related campaigns to achieve subscriber and revenue goals.
• Providing leadership and direction for multiple functional areas to influence, shape, develop and integrate retention strategies for the company’s customer lifecycle, with a key focus on evolving scalable and data-centric approaches that create a more engaging customer experience and improve customer retention rates.
• Working closely with VP to understand the event or series of precipitous events that cause customer dissatisfaction or a predisposition to churn.
• Conducting ongoing review of key operational actions needed to improve customer experience.
• Assisting in establishing and enhancing metrics for measuring the performance of retention initiatives.
• Leading discussions with internal business partners across multiple functional areas to diagnose, recommend and implement retention solutions, including success and testing criteria, and implement best practices to achieve and/or surpass product and customer relationship retention.
• Establishing consistent cross-functional partnerships with Billing & Collection, IT/Engineering, E-commerce, Retail and Sales Channels to streamline and centralize customer retention strategy.
• Partnering with CX teams to maintain & measure departmental KPIs to garner actionable insights that will drive strategies around churn reduction and revenue optimization.
• Actively and consistently supporting all efforts to simplify and enhance the customer experience.
• Collaborating with other departments and key marketing personnel to define the company's retention, brand and product positioning, and ensure ongoing brand awareness and consistency.
• Monitoring and assisting in driving the attainment of key performance indicators, including service level, quality, NPS, and customer satisfaction objectives to drive optimal customer experience and maximum retention efficiency.
• Identifying future needs within the marketplace and qualify opportunities for new offerings based on fact-based, market-driven insights and analyses.
• Analyzing competitors' services, prices and messaging; synthesize information to develop an integrated marketing retention strategy and course of action.
• Training, leading, and providing strong leadership and mentorship to the team.
• Offering strategic oversight to resource allocations, vendor relationships and contracted scopes of work.
• Actively supporting, promoting, and advancing all aspects of Astound’s Inclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered.
• Other duties as assigned.

Benefits

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level