Senior Marketing Manager Retention Execution

Verizon•Basking Ridge, NJ

1d•Hybrid

About The Position

The Senior Manager, Churn Activation and Orchestration, will be a member of the Base Marketing team, executing the Defend activation and orchestration work across the VBG organization. Reporting directly to the Associate Director, Defend Orchestraion, this individual will be responsible for executing on the base churn program strategy for small and medium businesses, global enterprises, and public sector customers. The Senior Manager will operate by leading peers from cross-functional teams, including but not limited to: Marketing, Customer Experience, Care, Martech, Digital, and AI groups.

Requirements

Bachelor’s degree or four or more years of work experience.
Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
Experience working with marketing research, research strategy, or consumer research methodologies.
Six or more years of experience in marketing operations, CRM execution, or churn management, with a proven track record of launching live customer treatments in a fast-paced environment.

Nice To Haves

A Master’s degree in Business Administration, Finance, Marketing, or Analytics.
Understanding of direct marketing and Sales best practices across key tactics (Email, Direct Mail, SMS, Digital, Outbound, etc).
Understanding of key CRM and Sales platforms and systems (i.e., Adobe, Salesforce, Pega, and POS systems).
Strong understanding of customer analytics and campaign success measures.
Ability to translate complex ideas and express them in concise, simple-to-understand ways.
Ability to work under pressure in a fast-paced environment and multitask across projects.
Comfortable with continuously changing priorities.
Strong analytical, problem-solving, and planning skills.
Ability to interface with executive and C-suite leadership to develop and represent work.

Responsibilities

Execution lead for VBG retention strategies into live, functional customer treatments.
The role is the driver of activation —responsible for the end-to-end save journey work, orchestration of "Defend" programs across all rep-facing and customer-facing systems.
The role bridges the gap between a marketing idea and a functioning action in the field.
The Senior Manager, Defend Execution is a technical-marketing hybrid responsible for the day-to-day activation of churn-reduction strategies.
This role focuses on the precise configuration of offers and save actions within VBG’s digital and rep-facing systems.
Omni-Channel Synchronization: Coordinate the simultaneous launch of campaigns across CRM, Digital, Sales, Telesales, and Care.
The execution lead ensures that a "Save" action initiated in a digital portal is visible and consistent if the customer moves to a live rep.
Troubleshooting & Rapid Response: Serve as the first line of defense for execution errors.
The lead builds, maintains, and drives customer journey work for save treatments aligned to churn/defend programs.
Monitor live performance to identify system "breaks" or offer misfires, leading to immediate triage to minimize customer friction using AI, tech, and data.
Cross-Functional Coordination: Act as the "boots on the ground" contact for Marketing, CX, Care teams, lighting up process and flow optimizations.

Benefits

medical
dental
vision
short and long term disability
basic life insurance
supplemental life insurance
AD&D insurance
identity theft protection
pet insurance
group home & auto insurance
matched 401(k) savings plan
up to 8 company paid holidays per year
up to 6 personal days per year
paid parental leave
adoption assistance
tuition assistance
other incentives
opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc.
up to 15 days of vacation per year, which grows with additional service.