Senior Marketing Retention Lead
US-CO-Littleton
Attract-careers1
Req #: 95116
Type: Fulltime-Regular
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Overview: Our Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a passion for change and the power to drive it, we continue to push boundaries and be a disruptive force in the market. Responsibilities: Are you a highly analytical and strategic individual passionate about customer loyalty, churn prevention, and driving measurable business outcomes? Boost Mobile is seeking a Senior Marketing Retention Lead to play a pivotal role in developing and executing cutting-edge strategies to enhance customer lifetime value and optimize agent performance within our retention organization. This position is instrumental in leveraging data science, business intelligence, and advanced AI/Machine Learning solutions to proactively address churn, identify key trends, and foster strong agent and network partnerships. If you're a results-driven professional eager to make a significant impact on our customer experience and bottom line, this is the opportunity for you. Key Responsibilities: Customer Experience & Insights * Translate customer insights from the Customer Experience (CX) Organization into strategic, customer-centric retention initiatives. * Analyze daily customer feedback and CX cancel reasons to identify critical trends, root causes, and actionable retention opportunities. Offer Strategy & Performance * Own and rigorously optimize the agent loyalty offer waterfall, including performance analysis of innovative device offers. * Develop and manage sophisticated save offer strategies, conducting operational and financial analysis to secure cross-functional and finance alignment. * Partner with CX for seamless implementation and continuous performance management of all save offers. Operational Strategy & Management * Develop and execute the incident playbook to proactively mitigate business-wide retention risks. * Lead the strategy for key metrics (credits, calls, call reasons), collaborating with CX on implementation and monitoring. * Collaborate cross-functionally to develop and optimize the IVR strategy to enhance customer experience and retention. Advanced Analytics & Partnerships * Own end-to-end AI/NBA (Next Best Action) development and implementation, refining customer budget recommendations and exploring new applications. * Partner with analytics teams to enhance churn propensity models and develop proactive, commitment-based offers for high-risk customers. * Cultivate strong agent and network partnerships to ensure effective strategy execution and holistic retention optimization. * Monitor the competitive landscape for retention best practices and emerging opportunities. Qualifications: Education and Experience: * Bachelor's degree in Business, Marketing, Data Analytics or a related quantitative field. * 5+ years of experience in analysis of customer retention, loyalty, and marketing data; or a related strategic role supporting subscription business models. * Experience with offer management, financial analysis, and performance optimization in a dynamic environment Skills and Qualifications: * Strong analytical and critical-thinking abilities with an exceptional focus on detail and accuracy, coupled with the ability to interpret complex data and translate it into clear, actionable insights * Excellent communication and interpersonal skills, with the ability to convey complex findings clearly and persuasively to diverse audiences, and to collaborate effectively with cross-functional teams, including the Customer Experience Organization, finance, and network operations * Proven ability to develop and implement impactful strategic initiatives that drive measurable business outcomes * Results-driven mindset with a proactive and innovative approach to problem-solving and a dedication to continuous improvement * Proficiency in data visualization tools (e.g., Tableau) and advanced Excel skills * Familiarity with AI/NBA tools and their application in customer retention is a significant plus Visa sponsorship not available for this role #LI-CG
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