Customer Experience, Lifecycle & Loyalty Lead

Company Summary
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
Department Summary
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.
Job Duties and Responsibilities
Join our team to shape how we engage, retain, and delight customers at scale. We're seeking a hands-on and data-informed leader to drive customer loyalty and lifecycle initiatives that strengthen relationships, reduce churn, and enhance the overall customer experience. This role turns strategy into coordinated execution across Marketing, Customer Care, Product, and Analytics.
Key Responsibilities:

• Translate retention and loyalty strategies into clear action plans, timelines, and deliverables
• Coordinate execution of campaigns across SMS, email, notifications, and outbound channels
• Partner with Customer Care to identify recurring customer pain points and address churn drivers
• Develop and execute loyalty programs, winback campaigns, and retention initiatives that increase customer lifetime value
• Manage customer feedback and online review channels to strengthen brand reputation and trust
• Lead root cause analysis to identify gaps and drive process improvements
• Drive the adoption of new tools and CRM capabilities to enhance lifecycle and loyalty initiatives
• Analyze churn, retention, and campaign performance data to identify trends and actionable insights
• Build and maintain dashboards and reports to monitor key performance indicators
• Recommend and implement enhancements to loyalty and retention programs based on real-world results
• Collaborate with marketing, product, operations, QA, and IT to enhance processes, tools, and lifecycle programs
• Maintain campaign calendars, workflow trackers, and process documentation
• Communicate updates, milestones, and results clearly to stakeholders
• Support team training, calibrations, and performance initiatives to drive operational excellence
• Perform other duties as assigned

Skills, Experience and Requirements
Education & Experience:

• Bachelor's degree in Business, Marketing, Communications, or related field (or equivalent experience)
• 3+ years of experience in customer experience, lifecycle management, loyalty program management, or related roles

Skills and Qualifications:

• Strong analytical skills with experience in customer insights, dashboards, and KPIs
• Proven track record executing lifecycle and loyalty initiatives across multiple channels
• Proficiency with CRM systems, customer service platforms, and cross-platform integrations
• Excellent organization in managing complex programs, and clear, concise communication skills
• Ability to collaborate effectively with cross-functional teams
• Experience managing customer feedback loops and online reputation programs is a plus
• Experience with CDP platforms is also a plus

Visa sponsorship not available for this role
Salary Ranges
Compensation: $72,622.00/Year - $103,500.00/Year
Benefits
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )