Senior Manager - Customer Retention

Henry Schein One•American Fork, UT

9d•$150,000 - $175,000•Remote

About The Position

Join Henry Schein One, a global leader in redefining dental practice management. We are a team of care catalysts focused on innovation and an entrepreneurial mindset. Your ideas will drive innovation that enhances patient care and delivers real results for practices. We foster an inclusive and supportive environment focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Your strengths will be recognized, your development will matter, and your wins will be celebrated. As the Senior Manager, Customer Retention, you will play a critical role in driving revenue and growth by developing and implementing strategies aimed at increasing member retention, renewal performance, and lifetime value (LTV) for the DentalPlans.com member base. Retention channels drive the majority of the revenue contribution, making this a crucial role with regular interaction and partnership with the leadership team. The Senior Manager will own the customer relationship management (CRM) platform, lifecycle and renewal communications strategy, retention performance analytics, and cross-functional coordination with the Contact Center, Product, and Business Insights teams. Through a deep understanding of subscriber metrics tied to audience cohort and segment behaviors, you will improve engagement and renewal rates and reduce churn. You will also manage a team of retention marketers.

Requirements

10+ years of marketing experience, including 5+ years in customer retention or subscriber Marketing lead role
5+ years of management experience (any team size)
Experience in DTC / B2C
Typically, a bachelor’s degree or global equivalent in related discipline
Quantifiable track record of moving a primary retention and/or LTV metric at scale
Demonstrated analytical rigor — a track record of turning cohort, segmentation, or health-scoring data into prioritized retention actions
Strong knowledge and experience with CRM platforms (ie, Hubspot, Salesforce), including segmentation, automation and personalization
Strong analytical, communication and organizational skills
Outstanding presentation and public speaking skills
Outstanding independent decision making, analysis and problem-solving skills
Proficient in Microsoft Excel, Outlook, PowerPoint, and Word
Ability to communicate effectively with senior management and key stakeholders

Nice To Haves

Fluency in subscription mechanics
Master's degree or global equivalent

Responsibilities

Own retention strategy and related revenue targets tied to voluntary member renewal, including performance across Web and Call Center channels.
Own the segmentation and personalization strategy behind our CRM platform, applying member behavioral and lifecycle differences into segmentation logic, and directing the roadmap of platform enhancements needed to improve campaign performance.
Translate data from retention risk frameworks, member health scoring and renewal performance reporting into leadership-ready, action-oriented recommendations.
Build and maintain forward-looking renewal revenue forecasts by channel, and drive the tactical response to close any gap.
Direct multi-channel campaigns and tactics across the member journey, from new member onboarding through win-back.
Synthesize voice-of-customer signals and partner with Product on member portal and renewal-funnel improvements, and with Contact Center on agent-facing retention scripts and renewal handling practices.