Vice President, Proactive and Reactive Retention
Job Description
You'll help shape how we keep customers engaged through smarter targeting, compelling experiences, and data-driven decision-making. Join a team where you can influence strategy, test new ideas, and deliver measurable impact at scale.
As a Vice President, Proactive and Reactive Retention in the Customer Lifecycle Marketing team, you will develop and execute retention strategies that deepen customer loyalty, reduce attrition, and improve long-term portfolio performance. You will partner closely with analytics, product, and operations teams to translate customer insights into targeted programs, offers, and experiences.
Job responsibilities
- Lead the development and execution of retention strategies that improve loyalty and mitigate attrition
- Own the retention marketing roadmap across proactive and reactive programs and lifecycle moments
- Build and optimize customer segmentation, targeting, and trigger-based strategies to reach customers at key moments
- Design and run test-and-learn experiments to evaluate offers, messaging, experiences, and channel strategy
- Partner with analytics teams to leverage insights, predictive models, and performance measurement to improve outcomes
- Evolve retention offer strategy, including eligibility frameworks and personalization approaches that balance customer value and business impact
- Collaborate with portfolio, product, and operations partners to implement enhancements that improve retention effectiveness and customer experience
- Identify opportunities to expand capabilities through digital experiences, automation, and artificial intelligence–enabled solutions
- Develop clear business cases and recommendations by translating complex analysis into actionable insights for senior leaders
- Influence and align a broad stakeholder group while prioritizing work in a fast-paced environment
- Monitor custo...
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