Lead Product Marketing

AT&T•Dallas, TX

2d•Onsite

About The Position

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. At AT&T, we empower leaders to drive change in a fast-evolving, connected world. Your strategic vision will help serve customers and transform lives through innovative solutions and impactful connections. We are seeking a visionary and customer-centric Lead Marketing Manager to lead our Fiber Base marketing initiatives. This role is instrumental in developing and executing base management programs that prioritize the customer journey and experience (CX). Along with that, a passion for driving measurable, meaningful, and impactful interactions that secure growth and long-term value. The ideal candidate will be a dedicated ambassador for the Fiber Base, championing a customer-first approach and employing an omni-channel test and learn strategy to optimize key moments in the customer lifecycle.

Requirements

Bachelor's degree in Marketing, Business Administration, or a related field.
At least 7 years of marketing experience with a focus on customer journey and CX.
Proven success in developing and executing omni-channel marketing strategies.
Strong analytical skills and a data-driven approach to decision-making.
Excellent communication, leadership, and interpersonal abilities.
A deep commitment to delivering exceptional customer experiences.

Nice To Haves

A Master’s degree is advantageous.

Responsibilities

Customer Journey Management: Design and implement strategic base management programs that enhance the customer journey/CX and drive growth
Map out the end-to-end customer journey for Fiber customers: identifying key touch points and opportunities to improve the overall experience
By putting the customer first, you will focus on creating measurable, meaningful, and impactful moments that ensure long-term customer value
Work closely with cross-channel partners to address and resolve pain points along the customer journey
Customer-Centric Leadership: Act as an ambassador for the Fiber Base, ensuring that customer needs and satisfaction are at the core of all marketing activities
Embed a customer-first mindset across the marketing team and organization
Omni-Channel Strategy: Lead the development of an omni-channel test and learn approach to optimize the customer journey and CX across all touchpoints ensuring a consistent experience regardless of where the customer “lands”
Utilize data-driven insights to refine and personalize customer interactions.
Focus on Key Moments: Strategically manage critical customer touchpoints, including pre Go-To-Market, Early Tenure, Speed Upgrades/Downgrades, Right-Sizing, Feature Adoption, and Convergence
Develop targeted strategies to enhance engagement and satisfaction during these key moments
Address Key Drivers: Identify and address known risks to the business and CX, moments causing friction, and opportunities to create brand affinity
Implement initiatives to improve product experience and increase feature adoption
Performance Metrics: Establish/monitor KPIs and metrics to evaluate the success of marketing initiatives
Analyze performance data and provide insights and recommendations to senior management for continuous improvement

Benefits

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone