Manager, Customer Growth Activation

Comcast • Philadelphia, PA

4d

About The Position

The Manager, Customer Retention Strategy & Activation is a member of the Xfinity Retention Team and primarily responsible for implementing strategic marketing programs targeted to the Xfinity Residential customer base. This individual is accountable for efficiently and effectively translating strategy into executable marketing plans to drive incremental revenue and reduce churn among existing Xfinity customers. As a subject matter expert in customer marketing, the Manager partners across Xfinity teams including EBI, AI Product, Finance, Communications, Care/Retention, Outbound Telemarketing, Retail, and miscellaneous other stakeholders to ensure quarterly marketing programs focused on retaining and engaging customers align with strategic objectives. He/she will also collaborate across the organization to ensure campaign performance is tracked, measured, and fed back to the strategy team to draw conclusions and recommend improvements in marketing strategies and tactics. In this role, he/she will combine marketing thought leadership with an understanding of Xfinity capabilities and objectives to support KPIs across Comcast. The position requires a proven track record of building successful marketing programs to accomplish strategic objectives.

Requirements

• Bachelors or equivalent. Masters degree preferred
• Generally requires 5-7 years of related experience in omni-channel marketing in a business-to-consumer environment
• Self-starter with the ability to work independently and thrive under pressure and in ambiguous situations
• Demonstrated ability to think strategically, understand business challenges and recommend effective plans designed to drive results
• Ability to manage a complex workload with multiple priorities and tight deadlines while remaining focused on measuring results and improving performance
• Proven track record working with and influencing cross-functional teams at all levels of the organization, making data-based business decisions to drive results
• Strong verbal and written communication skills to share results and make recommendations to senior leadership and cross-functional teams
• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Nice To Haves

• Masters degree preferred

Responsibilities

• Facilitate customer retention strategy implementation to grow the value of key segments within the Xfinity residential customer base
• Develop and deploy quarterly activation plans across tactics and channels
• Create project briefs and requirements to ensure execution aligns with strategic guidance
• Collaborate with data analysts to measure individual campaign performance and socialize overall marketing impact
• Build strong relationships with internal stakeholders to influence the in-quarter execution that drives and sustains the business
• Support digital first initiatives by driving customers to low-cost digital channels with quick, hassle-free ways to repackage and/or engage with their service online or in-app
• Lead with positivity and a well-established growth mindset

Benefits

• We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.
• Please visit the benefits summary on our careers site for more details.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees