Lead Product Development Manager: Retention Strategy
About The Position
The Lead Product Development Manager will support retention strategy across the full DIRECTV FOR BUSINESS product suite. The role combines lifecycle management, customer insights, financial acumen, and business case development to identify churn risks and opportunities, then translate them into actionable churn-mitigation recommendations, including messaging, offers, tactics, and changes to sales strategy. The position serves as a strategic thought partner to Marketing and Sales, helping leaders understand customer lifecycle stages, reasons customers may be at risk, the business implications, and the actions most likely to retain and grow valuable customers. It works closely with Marketing to shape retention campaigns, offers, and customer communications, and with Sales, Care, Finance, Product, Operations, Customer Care, and Business Analytics to develop and execute retention initiatives. This is a remote position located anywhere in the United States except Alaska. A background check may be required because the job involves routine access to DIRECTV and DIRECTV customers’ proprietary data. Qualified applicants with arrest or conviction records will be considered in accordance with applicable local ordinances and state law.
Requirements
- Experience working within or in close partnership with a marketing organization.
- Solid understanding of customer lifecycle management and churn drivers.
- Ability to translate customer insights into messaging, offer, and tactical recommendations.
- Comfort working with data and performance reporting to inform recommendations and measure results.
- Financial acumen and experience developing business cases to support offers, campaigns, or strategic decisions.
Nice To Haves
- Experience in retention, lifecycle, CRM, or customer marketing.
Responsibilities
- Support customer lifecycle management from onboarding and early tenure through renewal, contract expiration, and save/win-back moments to strengthen engagement and reduce churn.
- Partner with Marketing to inform retention campaigns, offer construction, and customer communications, and evaluate their in-market effectiveness.
- Collaborate with Sales and Care leaders to recommend changes to sales strategy, save approaches, and offer positioning to improve retention outcomes.
- Develop business cases for retention initiatives and offers, including assumptions, expected impact, risks, and trade-offs.
- Apply financial and business acumen to assess customer value, offer economics, and the revenue impact of retention decisions.
- Partner with Finance, Product, Operations, Customer Care, and Business Analytics to align on and execute retention initiatives.
- Identify emerging lifecycle trends, risks, and opportunities and present clear, actionable recommendations.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
