Director, Retention Marketing

The Nielsen Company•New York, NY

About The Position

Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future. As Nielsen continues its transformation into a world-class revenue engine, we are seeking a Director of Retention Marketing to own the post-purchase customer journey. You will lead a sophisticated dual-track program: providing bespoke, "white-glove" experiences for our top-tier global enterprise clients while building a high-velocity, automated engine to drive retention and cross-sell opportunities across our mid-to-long tail segments. You are a strategic operator who understands that retention is not just a defensive play, but a growth lever. You have a "General Manager" mindset, capable of pivoting from a high-level executive presentation to the technical nuances of a CRM workflow. You thrive on building from scratch and enjoy the challenge of connecting community engagement to hard revenue outcomes.

Requirements

8-12+ years of marketing experience, with a heavy emphasis on Retention, CRM, or Account-Based Marketing (ABM) within a global, complex organization.
Proven track record of managing both high-touch "white-glove" accounts and high-volume automated retention programs.
Deep experience with modern GTM stacks, including CRM platforms (e.g., Salesforce), marketing automation, and community platforms.
Ability to influence C-suite stakeholders and lead cross-functional teams in a matrixed environment.
Bachelor’s or Master’s degree in Business, Marketing, or a related field.

Responsibilities

Lead the strategy and execution for our highest-stakes global clients. You will design exclusive "white-glove" programs, including high-touch executive engagement and bespoke "In Real Life" (IRL) experiences that solidify long-term partnerships.
Design and optimize automated lifecycle journeys for the mid-to-long tail customer base. Your goal is to maximize Customer Lifetime Value (CLV) through data-driven retention tactics and identifying expansion/cross-sell opportunities at scale.
Own the CRM implementation strategy to ensure every communication is personalized and timely. You will leverage deep segmentation to move away from generic messaging toward a highly relevant, value-based dialogue with every user.
Bridge the gap between digital and physical engagement by building a thriving customer community. This includes overseeing a dedicated customer forum and a localized event strategy to foster peer-to-peer networking and brand loyalty.
Conduct foundational research into customer health and churn drivers. Implement aggressive "win-back" campaigns and proactive health-scoring to protect our global revenue base.
Work seamlessly with Sales, Product, and Research teams to ensure the customer experience is unified and that the "voice of the customer" informs our broader product roadmap.