Customer Retention Marketing Senior Manager

When you join Verizon

You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you'll be doing...

The Marketing Senior Manager will be a member of the Verizon Business Base Marketing Team leading FWA base retention strategy including campaign management. Reporting into the Director, this Senior Manager will be responsible for developing, implementing and managing initiatives to improve customer tenure and revenue with special focus on overall customer experience for business customers.


Responsibilities will include:

• Orchestrate End-to-End Churn Mitigation & Revenue Growth Campaigns: Develop, evaluate, and optimize omni-media, omni-channel strategies designed to encourage customer motions that result in churn reduction and increased product attach.
  
• Drive Creative Strategy & Audience Targeting Direction: Spearhead the end-to-end development of campaign assets by delivering clear creative briefs and copy development guidance, while defining comprehensive audience strategies and precise targeting directions for Database Marketing execution through partnership with the Audience Modeling organization.
  
• Campaign Optimization: Continually monitor and evaluate campaign health, dynamically pausing underperforming initiatives to re-evaluate messaging strategy or realign product and offer updates.
  
• Conduct Cohort Churn Analysis: Analyze complex datasets to identify high-risk customer cohorts, translating data insights into proactive churn mitigation and proof-of-concept (POC) strategies.
  
• Identify and implement WOW Moments: Deliver unexpected value at unprompted, curated touchpoints to strengthen customer loyalty and brand equity.
  
• Spearhead Cross-Functional Retention Integration: Partner closely with Mobility and Churn Management teams to unlock synergies, leverage automated recommender engines, and close competitive coverage gaps for converged customer segments.
  
  
• Evaluate Campaign Performance & Effectiveness: Monitor and analyze business-level KPIs to evaluate overall program effectiveness, ensuring initiatives are successfully meeting strategic retention and attachment objectives while identifying opportunities for optimization.
  
• Cultivate Collaborative Partner Relationships: Work closely with Product Marketing, Product Management, Database Marketing, Agency Management, and Integrated Marketing to champion retention goals, stay informed of shifting broader strategies, and align joint efforts across end-to-end campaign lifecycles.
  
• Deliver Performance Insights and Readouts: Develop marketing impact and business contribution readouts, including initiative insights and data-anchored recommendations to optimize existing campaigns and/or introduce new programs. Requires the ability to package strategies and results into professional presentations for communication to peers, leadership, and executive levels of the organization.
  
• Represent Strategy to Stakeholders: Champion Base Marketing strategy and planning to senior leaders and stakeholders, using data-driven storytelling to connect high-level strategy with execution.
  

The successful candidate will be a self-motivated individual who is outgoing, a quick-learner, results driven, and a critical thinker with attention to detail and experience in omni-media, omni-channel campaign and initiative orchestration.


What we're looking for...

You are a self-starter, highly organized, and results-driven with a keen eye for detail and a passion for customer-centric strategy and delivery. You thrive in a dynamic, cross-functional environment and have a demonstrated ability to manage marketing initiatives from concept to completion.

You'll need to have:

• Bachelor's degree or four or more years of work experience.
  
• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
  
• Experience in Marketing, demonstrated through work in Base Marketing, CRM, or Customer Retention.
  
• Experience working on cross-functional teams; gaining alignment to drive completion of goals in a resource-constrained environment.
  
• Experience using data and analytics to inform and improve marketing strategies.
  
• Experience presenting marketing results and business impact.
  
• Experience in initiative and campaign orchestration and work with internal cross-functional teams and external agency partners.
  
• Experience with balancing multiple priorities to meet deadlines in a fast-paced environment.
  
• Experience with Google Suite.
  

Even better if you have one or more of the following:

• Bachelor's or Masters degree, MBA is a plus.
  
• Experience with proactive customer relationship management (CRM) programs.
  
• Experience in, or working, with call centers, sales teams, and agencies.
  
• Experience with campaign automation/project management tools such as Workfront, Marketo, etc.; and, demonstrable experience employing AI.
  
• Strong verbal communication skills.
  

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.

Where you'll be working

In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours
40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

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 benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

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.

The annual salary range for the location(s) listed on this job requisition based on a full-time schedule is: $105,000.00 - $201,000.00.

The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $115,500.00 - $201,000.00.

The annual salary range for the Maryland location(s) listed on this job requisition based on a full-time schedule is: $115,500.00 - $201,000.00.

The annual salary range for the New York location(s) listed on this job requisition based on a full-time schedule is: $115,500.00 - $201,000.00.