Business Retention Lead
$78.5kFull-time
Wide Open West
The Opportunity The Business Retention Lead plays a critical role in supporting the Business Retention team across three key areas: advertising continuity and coordination, strategic marketing for the Business Video Migration, and project management across concurrent customer-impacting initiatives. This role keeps deliverables moving, customers informed, and leadership updated through ongoing periods of change-with a consistent focus on protecting and retaining the existing customer base. What You'll Do Base salary up to $78,500/year and comprehensive benefits include:
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran
- Medical, dental, vision, and life insurance
- HSA and FSA available
- 401(k) with company match
- Paid time off & company holidays
- Tuition reimbursement for continued development
- Employee broadband discounts
- Maintain advertising deliverables, campaigns, and vendor coordination on an ongoing basis, including providing coverage during team absences.
- Coordinate the strategic marketing effort for Business Retention alongside the Director.
- Translate campaign timing and customer segments into campaigns and hand creative to Marketing for execution.
- Manage concurrent customer-impacting initiatives, including:
- Project trackers
- Timelines
- Cross-functional sequencing
- Escalations
- Keep customer messaging consistent and well-timed across initiatives.
- Identify and flag at-risk and high-value accounts.
- Partner with Account Managers (AMs) on customer retention and save efforts.
- Pull and analyze retention, disconnect, and pipeline data.
- Surface churn drivers, at-risk trends, and segment-level patterns.
- Use insights to help shape strategic timing and prioritization.
- Assist in building playbooks and talking points.
- Support process documentation that equips Business Customer-facing teams to consistently manage:
- Renewals
- Transitions
- Customer-impacting changes
- Provide clear, regular status updates and reporting to the Director and leadership.
- Keep Account Management and Field teams informed regarding timing and customer impact.
- Perform other duties as assigned.
- Bachelor's degree in Marketing, Business Communication, or a related field-or an equivalent combination of education and experience.
- 2+ years coordinating or managing cross-functional projects, ideally involving customer-impacting initiatives with multiple stakeholders and timelines.
- 1+ year of experience in a marketing or advertising role, with hands-on experience taking campaigns from strategy through creative execution.
- Demonstrated proficiency with project-tracking and reporting.
- Comfort working with customer data.
- Experience with CRM and/or billing systems preferred, including Salesforce and/or iCOMS.
- Cross-functional project coordination or program management
- Marketing strategy and execution coordination
- Data-informed decision-making
- Clear and effective communication
- Regularly required to talk and hear
- Required to use hands to type, handle objects, and paperwork
- Required to use close vision and be able to focus
- Frequently required to sit, stand, bend at the knees and waist, and walk
- Primarily an office-based or remote/hybrid role with extended periods of computer use
- Occasional travel, up to 15%, for partner meetings, business reviews, and industry events
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran
Vacancy posted 3 days ago
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