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The Senior Manager Churn Strategy is a highly analytical and strategic role focused on decreasing churn for mobility customers within the Verizon Business Group, ranging from small businesses to mid-market and large customers. This role will have a broad focus on mobility solutions, including but not limited to Fixed Wireless Access (FWA). Verizon’s CRM team will look to this individual to lead base management strategies by proactively driving bottom-up data-driven recommendations as well as adapting to top-down requirements from executive leadership. This individual will work back with the Associate Director of Base Strategy, BM Senior Director and various program leads in the surgical analysis and formulation of BM base strategies. The role has a strong problem-solving and data analysis focus to aid CRM program development and action plans to combat churn and drive loyalty within the customer base. They will operate by leading peers from cross-functional teams including but not limited to CRM Campaigns, Demand Gen, Sales Campaigns, Sales Enablement, Database Marketing, Finance, Digital, and Data Science & Customer Analytics.
This individual will provide strategic analytical support to marketing/sales leadership, program directors, and marketing campaign managers to drive base strategies by sharing data insights, deep-dives and accelerating action plans aligned with marketing opportunities. In addition, this insights and strategy lead will be responsible for understanding Sales/Field feedback and conducting problem-solving analysis, to aid CRM communications and strategy building.
Responsibilities will include:
Lead strategic analysis and insight generation to support base management and loyalty strategies, and interface directly with Sales executive leadership to represent the BM Marketing team.
Utilize business analytics and dashboards to assess the overall state of business and understand deeper-level customer insights to find combat opportunities for churn and loyalty.
Lead the BM Marketing team in the formulation of base strategies and surgical treatments that are grounded in disconnect trends data, churn-related insights, as well as channel performance. Serve as a guide to the offers and program development work to drive greater value and reduce disconnects within the BM customer base.
Work back with the Associate Director in the strategic planning for wireless customer retention at a line, account, product, and feature level.
Prioritize the most critical gaps in providing a comprehensive churn combat strategy and address root causes via surgical, below-the-line CRM actions.
Provide recommendations, present and influence relevant stakeholders to address gaps in base churn strategy. Own executive leadership updates, and customer & cohort deep dives alongside the BI team through the development of Google & PowerPoint slides and other views.
Analyze base performance by distilling complex data sets into concise and actionable data insights. This work will be used to further refine marketing campaign strategies to drive greater value and combat churn within the BM customer base. The ability to package fact-based recommendations clearly and “tell a story” with data to leadership is critical for success in this role.
Own executive leadership updates via scorecards on program performance as well as CRM KPI tracking & reporting. Make analytical findings available.
You’ll need to have:
Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
Experience with marketing analytics and driving actionable insights.
Experience with data visualization and communicating strategies and outcomes to stakeholders at all levels.
Experience translating complex ideas and expressing them in concise, simple to understand ways with actionable insights to meet or exceed KPIs.
Even better if you have one or more of the following:
Master’s degree – in Data Science, Marketing, or Analytics.
Marketing experience in telecommunications or another related field.
Understanding of direct marketing and Sales best practices across key tactics (Email, Direct Mail, SMS, Digital, Outbound, etc).
Experience with or knowledge of financial analysis and modeling.
Understanding of key CRM and Sales platforms and systems (i.e., Marketo, Adobe Analytics Site Catalyst, Adobe Experience Platform AEP, Pega, Adobe Customer Journey Analytics CJA, Salesforce and POS systems).
Strong understanding of marketing analytics and campaign success measures.
Ability to translate complex ideas and express them in concise, easy-to-understand ways.
Ability to work under pressure in a fast-paced environment and multi-task across projects.
Ability to balance multiple priorities to meet deadlines in a dynamic environment.
Translated market knowledge and strategy into compelling stories and tools for the sales team.
If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.
We’re proud to be an equal opportunity employer - and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.
Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.If you are hired into a California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $105,000.00 and $212,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.
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