Manager of Customer Engagement

optimum • New York, NY

43d

About The Position

We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We are Optimum!Job Summary The Manager of Customer Engagement will play a crucial role in implementing programs designed to enhance customer lifetime value (LTV) of Optimum's customer base through effective product management and engagement initiatives. This position will focus on supporting the go-to-market (GTM) for Overbuilder Protention, Movers, & Referral Programs among others to help ensure that Optimum meets its annual objectives.

Requirements

• Minimum of 5 years of experience in customer engagement, product management, marketing or related fields, with a demonstrated ability to enhance customer lifetime value.
• Bachelor's degree required; advanced degree preferred.
• Solid understanding of the telecommunications or subscription service industries, with insights into customer behavior and market trends.
• Strong analytical skills, with the ability to interpret data and develop actionable strategies.
• Proven experience collaborating with cross-functional teams and managing projects from conception to execution.
• Excellent communication and interpersonal skills, with the ability to influence stakeholders effectively.
• Strategic thinker with a results-oriented approach, capable of developing and executing plans while addressing immediate challenges.
• Experience in developing onboarding and referral programs that drive engagement and retention.
• Ability to thrive in a fast-paced environment, efficiently managing multiple priorities and deadlines.

Responsibilities

• Assist in the development and execution of Base Management programs aimed at improving customer LTV through effective product management and engagement strategies.
• Oversee day-to-day management of cross-functional go to market for key projects. Work with product, data / business intelligence, marketing, finance & others to support the execution of the GTM strategy to ensure alignment with corporate goals.
• Contribute to designing and implementing engagement programs that strengthen customer relationships, increase product adoption, and improve overall satisfaction.
• Help create and oversee customer referral programs that encourage existing customers and other audiences to refer new customers, boosting acquisition and brand loyalty.
• Assist in implementing effective onboarding strategies to provide new customers with a seamless experience, facilitating early engagement and long-term retention.
• Help manage the Mover program, ensuring customers who relocate have a smooth transition and continue to engage with Optimum's offerings.
• Contribute to establishing metrics for evaluating the effectiveness of Base Management programs, utilizing data analytics to inform strategies and improvements.
• Work closely with teams in Product, Marketing, Sales, and Customer Care to ensure alignment and contribute to the success of customer engagement initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager