Senior Manager - Customer Retention

Join a globalleaderredefiningdental practice managementand do work thatactuallymatters.At Henry Schein One,we are a team ofcarecatalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everythingwedo.Yourideas fuel innovation that enhances patient care and drivesreal resultsfor practices.

Wedon’tjust talk aboutimpact;we build it!Backed by a trusted reputation, ourleaders foster an inclusive and supportive environment where we staysolely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We havehigh expectationsfor performance and delivering results; as part of awinningteam,you’llwork hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your winscelebrated.

As the Senior Manager, Customer Retention, you will play a critical role in driving revenue and growth by developing and implementing strategies aimed at increasing member retention, renewal performance, and lifetime value (LTV) for the DentalPlans.com member base. Retention channels drive the majority of the revenue contribution so this is a crucial role with a regular cadence of interaction and partnership with the leadership team.

The Senior Manager will own the customer relationship management (CRM) platform, lifecycle and renewal communications strategy, retention performance analytics, and cross-functional coordination with the Contact Center, Product, and Business Insights teams. Through a deep understanding of subscriber metrics tied to audience cohort and segment behaviors, you will improve engagement and renewal rates and reduce churn. You will also manage a team of retention marketers.

This position is Remote within the United States with up to 10% travel as needed.

What you will do

• Retention Strategy & Performance: Own retention strategy and related revenue targets tied to voluntary member renewal, including performance across Web and Call Center channels.
• CRM Platform & Segmentation Strategy: Own the segmentation and personalization strategy behind our CRM platform, applying member behavioral and lifecycle differences into segmentation logic, and directing the roadmap of platform enhancements needed to improve campaign performance.
• Insights & Performance Reporting: Translate data from retention risk frameworks, member health scoring and renewal performance reporting into leadership-ready, action-oriented recommendations.
• Retention Forecasting: Build and maintain forward-looking renewal revenue forecasts by channel, and drive the tactical response to close any gap
• Channel & Campaign Management: Direct multi-channel campaigns and tactics across the member journey, from new member onboarding through win-back.
• Member Experience, Voice-Of-Customer & Cross-Functional Partnership: Synthesize voice-of-customer signals and partner with Product on member portal and renewal-funnel improvements, and with Contact Center on agent-facing retention scripts and renewal handling practices.

Shape what’s next in dental technology

Join Henry Schein One!

What weare looking for

• 10+yearsof marketing experience, including 5+ yearsincustomer retention or subscriber Marketing lead role
• 5+ years of management experience (any team size)
• Experience in DTC / B2C
• Typically, a bachelor’s degree or global equivalent in related discipline
• Quantifiable track record of moving a primary retention and/or LTV metric at scale
• Demonstrated analytical rigor — a track record of turning cohort, segmentation, or health-scoring data into prioritized retention actions
• Strong knowledge and experience with CRM platforms (ie, Hubspot, Salesforce), including segmentation, automation and personalization
• Stronganalytical,communication andorganizationalskills
• Outstanding presentation and public speaking skills
• Outstanding independent decision making, analysis and problem-solving skills
• ProficientinMicrosoftExcel,Outlook,PowerPoint,andWord
• Ability to communicateeffectivelywithsenior management and key stakeholders

What will set you apart:

• Fluency in subscription mechanics
• Master's degree or global equivalent

The posted range for this position is $150,000-$175,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a target bonus not reflected in the posted range.

What you’ll gain as a #TeamSchein member

• A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is not currently hiring individuals residing in North Dakota, Rhode Island, Vermont, Delaware, Hawaii, Puerto Rico and other US territories.

Invitation for Job Applicants to Self-Identify as a U.S. Veteran

• A “disabled veteran” is one of the following:
  • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
  • a person who was discharged or released from active duty because of a service-connected disability.
• A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
• An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
• An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE

I AM NOT A PROTECTED VETERAN

I DON’T WISH TO ANSWER

Voluntary Self-Identification of Disability

Voluntary Self-Identification of Disability Form CC-305

OMB Control Number 1250-0005

Expires 07/31/2029

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualifiedpeople with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law sayswemust measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disabilityor have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one whomakes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If youwant to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract CompliancePrograms (OFCCP) website at .

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever hadsuch a condition, you are a person with a disability. Disabilities include, but are not limited to:

• Alcohol or other substance usedisorder (not currently usingdrugs illegally)
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heartdisease
• Celiac disease
• Cerebral palsy
• Deaf or serious difficultyhearing
• Diabetes
• Disfigurement, for example,disfigurement caused by burns,wounds, accidents, or congenitaldisorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example,Crohn's Disease, irritable bowelsyndrome
• Mental health conditions, for example,depression, bipolar disorder, anxietydisorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from theuse of a wheelchair, scooter, walker,leg brace(s) and/or other supports
• Nervous system condition, for example,migraine headaches, Parkinson’sdisease, multiple sclerosis (MS)
• Neurodivergence, for example,attention-deficit/hyperactivity disorder(ADHD), autism spectrum disorder,dyslexia, dyspraxia, other learningdisabilities
• Partial or complete paralysis (anycause)
• Pulmonary or respiratory conditions, forexample, tuberculosis, asthma,emphysema

Please check one of the boxes below:

YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST I DO NOT WANT TO ANSWER

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1955 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.