Manager, Customer Retention Strategy

T-Mobile•Frisco, TX

1d•Onsite

About The Position

This role is responsible for developing and implementing customer retention strategies that improve renewal, reduce churn, and increase subscriber lifetime value for Mint Mobile and Ultra Mobile. The position combines strategic analysis with hands-on lifecycle marketing execution within the Braze platform to activate targeted retention programs across email, SMS, push, and other owned channels. The role analyzes customer behavior and performance data to identify retention opportunities, design lifecycle strategies, and directly deploy campaigns that influence customer engagement and renewal outcomes. Success is measured through measurable improvements in retention metrics, customer engagement, and incremental revenue contribution. This role plays a critical part in strengthening customer loyalty and driving sustainable base revenue performance across the Mint and Ultra subscriber base.

Requirements

Bachelor’s degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR combination of education and experience deemed equivalent.
Acceptable areas of study include Business, Marketing, Economics, Statistics, Engineering, Computer Science, or other quantitative/technical subject areas.
3-5 years confirmed experience in CRM, lifecycle marketing, retention strategy, or customer base management
2+ years Hands-on experience building and implementing campaigns in Braze or similar marketing automation platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign, Iterable, or similar tools)
Consulting-style problem solving with the ability to break sophisticated, ambiguous business challenges into structured analytical workstreams and actionable retention strategies.
Strong understanding of lifecycle marketing strategies including segmentation, triggered messaging, personalization, and customer journey orchestration across digital channels.
Hands-on experience building and implementing campaigns within CRM platforms such as Braze, including audience segmentation, journey configuration, campaign QA, and deployment.
Ability to interpret large customer datasets, campaign performance metrics, and lifecycle analytics to find opportunities and optimize retention programs.
Excellent written and verbal communication skills with the ability to synthesize sophisticated analytical insights into clear recommendations for business collaborators.
Ability to develop compelling visual narratives and presentations that communicate retention performance, strategic insights, and business impact to leadership.
Strong organizational skills with the ability to lead multiple initiatives simultaneously and drive cross-functional collaboration to deliver retention programs.
Experience designing and implementing A/B tests and performance experiments to continuously improve lifecycle marketing outcomes.
At least 18 years of age
Legally authorized to work in the United States

Responsibilities

Analyze customer behavior, lifecycle performance, and churn drivers to identify retention opportunities and develop targeted strategies to improve renewal and customer engagement.
Design and implement lifecycle retention programs across email, SMS, push notifications, and other owned channels within the Braze platform. This includes audience segmentation, journey orchestration, campaign configuration, and deployment.
Develop and implement test-and-learn strategies to optimize messaging, timing, personalization, and offer structure to improve retention performance and customer lifetime value.
Partner with cross-functional teams including Product, Marketing, BI, Data Science, and Customer Experience to align retention initiatives with broader customer lifecycle and business objectives.
Monitor campaign and lifecycle program performance, analyze results, and translate insights into actionable recommendations that improve retention strategies and program effectiveness.
Ensure operational excellence and accuracy in campaign deployment through strong QA practices, platform governance, and adherence to CRM guidelines within Braze.
Prepare and present clear, data-driven narratives to leadership highlighting retention trends, program performance, and strategic recommendations.
Also responsible for other duties/projects as assigned by business management as needed.