Director of Retention and Lifecycle Marketing

About the Role

Key Responsibilities

• Lead the strategic development and execution of omnichannel retention, upsell, and cross-sell programs that drive subscriber engagement, reduce churn, and increase ARPU.
• Own retention and upgrade KPIs, translating insights into actionable strategies to improve performance across customer segments, products, and geographies.
• Mentor and develop a high-performing team, providing strategic direction, performance feedback, and career development support.
• Champion the customer journey by identifying opportunities to improve engagement and satisfaction through tailored lifecycle messaging, offers, and experiences.
• Collaborate cross-functionally with product, care, sales, and field operations to ensure organizational alignment and execution of retention initiatives.
• Partner with analytics, research, and finance teams to model the impact of retention initiatives and optimize offer structures, pricing strategies, and investment allocation.
• Lead agency and vendor relationships, ensuring creative alignment, timely execution, and ROI on campaign spend.
• Stay ahead of market trends, customer behavior shifts, and competitive threats to inform proactive strategy pivots and go-to-market adjustments.
• Embed test-and-learn methodologies into campaign planning to drive continuous improvement and innovation.
• Manage the creation and maintenance of strategies, tools, and resources to support retention and revenue growth.

Requirements

• Bachelor's degree in marketing, Business, or a related field; master's degree or MBA preferred.
• 10+ years of progressive experience in retention, lifecycle marketing, or growth marketing, preferably in telecom, subscription, or B2C service industries.
• 5+ years of direct team management experience, with a proven ability to inspire, coach, and scale marketing talent.
• 5+ years of experience working cross-functionally to align marketing initiatives with product roadmaps, customer support strategies, and sales enablement.
• 5+ years or more experience collaborating with internal teams and external agencies or creative teams to develop and execute retention and lifecycle campaigns.
• Proven ability to track, analyze, and report key marketing metrics to assess performance.
• Demonstrated success owning retention KPIs and driving measurable improvements in churn reduction, upsell/cross-sell revenue, and customer engagement.
• Expertise in using data, analytics, and consumer insights to guide decision-making and optimize retention and revenue growth strategies.

Nice to Have

• Experience with BI tools, dashboards, and models for decision-making.
• Knowledge of digital and offline channels including email, SMS, direct mail, outbound calling, and in-product messaging.
• Experience managing multichannel journeys and marketing automation.

Benefits & Perks

• 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
• 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