Retention Marketing Manager - Churn & Winback

Armstrong Group•Butler, PA

About The Position

As our Retention Marketing Manager, Churn & Winback, you own both sides of keeping our customers: stopping departures before they happen and bringing the right customers back when they go. In a footprint under constant pressure from overbuilders and national carriers, every save and every win-back is revenue we do not have to re-earn. You read the data signals that predict churn, then turn them into personalized, well-timed campaigns that change minds. This is end-to-end retention, proactive and reactive, and it is yours to own.

Requirements

4+ years in retention, churn, or CRM marketing, ideally in telecom, broadband, or another subscription business
Proven experience building save and win-back programs with measurable churn impact
Strong segmentation skills and comfort turning data signals into targeted campaigns
A strong grasp of churn analytics, predictive modeling, and customer health scoring
An iterative, test-and-learn mindset across both proactive and reactive tactics
Hands-on experience with direct mail, email, and outbound retention
A competitive instinct for defending share in contested markets
Comfort embracing emerging technology, including AI, to work more efficiently, for example for churn prediction, save-offer optimization, and win-back propensity
Bachelor’s degree in Marketing, Business, or a related field, or equivalent experience

Nice To Haves

mover programs
address-trigger marketing
telecom competitive intelligence

Responsibilities

Own Retention End-to-End: Lead both proactive efforts to prevent departure and reactive efforts to win back the right former subscribers.
Predict and Prevent Churn: Use churn signals (e.g. contract end dates, complaints, usage changes, competitive threats) to launch timely, personalized save campaigns.
Segment and Target at Risk: Leverage segmentation to tailor offers and interventions to the right at-risk customers instead of treating the base as one group.
Run Smart Win-Back Campaigns: Own targeted win-back initiatives for former customers, matched to why and when they left, and deploy on the channels most likely to succeed.
Retain Movers: Manage the customer move journey, using move/address-change data to keep customers with Armstrong when they relocate.
Defend Contested Markets: Partner with the Competitive Manager to create and deploy aggressive, market-specific save/win-back plays in areas with overbuilder or wireless competition.
Align With the Save Desk: Collaborate with the call center to align on save strategies, ensuring frontline teams and marketing operate as one.
Test and Optimize Relentlessly: Bring an iterative, test-and-learn approach to new retention tactics, scaling what works.
Own the Retention Data: Partner with Marketing Ops & Analytics to manage data sources for churn, save, and win-back reporting.