Sr. Director of Retention & Life Cycle Marketing

• At Sparklight/Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.  

We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ,  FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT.  

What you will do to contribute to the company's success 

• The ideal candidate will own the end-to-end customer strategy including long-term planning, managing major customer change moments, innovating new engagement and retention programs, improving our customer journeys, and scaling AI/ML and data integration
• This role requires a strategic, data-driven leader with a relentless focus on driving results
• You have experience managing a high performing team and are comfortable doing hands-on marketing yourself
• The responsibilities of this role include, but are not limited to:
•  Drive customer performance (churn, engagement, profitability) across the entire consumer journey
• Define our customer base retention and engagement go-to-market vision, strategy, and execution through data-driven, customer-first insights
•  Drive performance with key target audiences by elevating and addressing core insights, opportunities and gaps, portfolio alignment, and future offer and product development
• Collaborate with Retention Call Center leaders to monitor calls, understand churn mitigation efforts/barriers and present new retention strategies
• Develop cohesive lifecycle marketing programs to enhance customer experience and improve churn
• Partner with Acquisition and Digital Marketing teams to understand the overall acquisition funnel as well as customer promotional timing and relevant impact
• Build organizational buy-in from cross-functional, matrixed teams from strategic planning to building operational momentum at the division/region level; translate national plans into local  relevant execution
• Leadership of 4 FTEs in retention and customer
• Scale Next Best Offer/Next Best Action tools with sales team and suggest other data sources for best practices in churn mitigation
•  Operate with a sense of urgency and move at the speed of business, sometimes requiring failing fast and quick pivots
•  Partner with sales team in launching key retention strategies and testing outcomes for performance-based wins
• The Sr. Director will be a dedicated, inspirational people leader with a track record of developing team members and creating a high-performing, collaborative culture

Qualifications 

• 10+ years in a Senior Retention/Lifecycle Management Role
•  Experience in telecommunications, mobile, FWA or streaming services or subscription-based marketing preferred
•  Experience in B2C and direct to consumer
•  Strong communication skills – both written and oral
• ·Strategic thinker with the ability to manage multiple projects in a fast-paced environment
•  Ability to consistently meet goals, commitments and deadline
• You are passionate about finding new and better ways for the team to continuously innovate and connect with customers
• Ability to work cross-functionally and collaboratively
• Strong attention to detail
• Strong Interpersonal skills
• This role can be hybrid in Phoenix or remote with travel to corporate office in Phoenix required

Core Competencies  

• Committed: Values each customer, while working hard to keep their business and support our communities.  

• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.  

• Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.  

• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.  

Benefits 

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:  

• Medical, dental, and vision plans – start when you start!  

• Life insurance (self, spouse, children) 

• Paid time off (vacation, holiday, and personal/sick days)  

• 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation) 

• Group Legal plan with Identity Theft Protection 

Additional Perks  

• Tuition reimbursement (up to $5,250 on 1st year)  

• Annual community support to various organizations across the U.S.  

• Associate recognition & awards programs 

• Advancement opportunities  

• Collaborative work environment  

• FREE Cable One services for associates who live in a serviceable area 

• Up to $75/mo. Stipend  

• Remote Access to select premium channels (Cable One, Sparklight, Cable America and ValueNet Fiber Only) 

• Vehicle provided for daily work purposes, if residing within reasonable radius from office location 

We’re an Award-Winning Organization! 

• Forbes’ “America’s Best Midsized Employers” 2021-2023 

Our Commitment