Sr. Specialist, Retention Communications

Comcast • Philadelphia, PA

3d

About The Position

The Sr Specialist, Retention Communications supports customer retention through strategic and tactical execution of lifecycle communications. This role focuses on reducing churn and improving survival rates across critical journeys—promo roll, leave, and movers—by leveraging data-driven insights, prioritization, and cross-functional collaboration. The ideal candidate will support communications strategy and execution of omni-channel marketing efforts with a primary emphasis on email and app messaging, ensuring personalized, timely, and impactful customer experiences.

Requirements

• Bachelor's Degree
• 5-7 Years Relevant Work Experience
• Collaboration
• Customer Experience (CX)
• Customer Feedback
• Marketing Campaigns
• Marketing Initiatives
• Prioritization
• Strategic Communication Planning

Responsibilities

• Assist with the design and implementation of retention-focused communication strategies aligned with business goals for promo roll across WiFi and Mobile.
• Assist with launch of enhanced journey for Xfinity members moving service, including optimization of audience and creative for post-move communications.
• Partner with Sr. Manager on end-to-end messaging strategy for key lifecycle journeys – promo roll, leave, move.
• Define KPIs and success metrics for promo roll, leave, and move journeys.
• Continuously test, analyze, and optimize campaigns.
• Lead execution across email and app channels, ensuring consistency and integration with other touchpoints.
• Partner with channel owners to deliver seamless customer experiences.
• Work closely with Product, Marketing, Analytics, and Operations teams to align priorities and leverage insights.
• Influence roadmap decisions to support retention objectives.
• Monitor campaign performance, generate actionable insights, and present findings to stakeholders.
• Use data to inform future strategies and improve ROI.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance.
• Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Benefits

• Options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.

What This Job Offers

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