Marketing Manager, Retention

At Sparklight/Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.  

We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ,  FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT.  

Customer retention is one of the most important drivers of long-term growth at Cable One—and this role plays a key part in helping us strengthen customer relationships and improve retention performance across our markets.

As Marketing Manager, Retention, you will support the development, execution, optimization, and reporting of retention marketing initiatives designed to reduce churn, increase customer engagement, and improve customer value. This role is ideal for a hands-on marketer who enjoys balancing campaign execution, testing, analytics, and cross-functional collaboration in a fast-paced environment.

You’ll work closely with teams across Marketing, Analytics, Customer Experience, Product, and Operations to deliver effective customer communications and continuously improve retention performance through data-driven insights and testing.

A Brief Overview

The Marketing Manager, Retention is responsible for planning, executing, testing, and reporting on retention-focused marketing initiatives across multiple markets. This role partners closely with Marketing, Analytics, Customer Experience, Product, Legal, Training, and regional teams to ensure retention campaigns are delivered accurately, optimized continuously, and communicated clearly to stakeholders.

This position combines strategic thinking with hands-on execution. The ideal candidate is comfortable managing campaign details, building and deploying retention communications, analyzing performance, and identifying opportunities for optimization and process improvement.

This role does not have direct people management responsibilities but operates at a manager level in scope, ownership, and accountability.

How You’ll Make an Impact

• Develop and execute omnichannel retention initiatives designed to reduce churn, improve engagement, and support customer lifetime value

• Support a test-and-learn culture by embedding experimentation and optimization into retention campaign planning

• Translate campaign and customer performance data into actionable insights and recommendations

• Partner cross-functionally to support retention initiatives aligned to customer and business needs

• Monitor customer behavior, market trends, and competitive activity to identify opportunities for retention improvement

Key Responsibilities

Retention Campaign Strategy & Execution

• Plan, schedule, and execute multi-market retention campaigns aligned to business priorities and customer lifecycle strategies

• Develop, build, QA, schedule, and deploy retention email campaigns, including customer-facing copy, campaign setup, and execution within marketing platforms

• Maintain direct involvement in campaign execution activities, including targeting, fulfillment, launch coordination, and optimization

• Manage day-to-day operational execution needs, including retention fulfillment and migration-related initiatives

• Ensure campaign assets, customer lists, reporting files, and communications are delivered accurately and on time

• Maintain high standards for execution quality, documentation, and operational consistency

Testing, Optimization & Performance

• Embed A/B testing and test-and-learn methodologies into campaign planning to improve messaging, offers, timing, and targeting strategies

• Partner with Analytics and stakeholders to define KPIs, evaluate campaign effectiveness, and identify optimization opportunities

• Track, analyze, and report on retention, upgrade, and engagement metrics to support continuous improvement

• Leverage customer insights, campaign results, and market trends to refine retention strategies and recommendations

• Apply performance insights to improve customer outcomes, reduce churn, and support incremental revenue growth

Reporting & Insights

• Own campaign reporting and performance analysis for assigned retention initiatives

• Translate campaign and customer data into clear, concise insights and actionable recommendations

• Prepare and deliver recurring performance updates, dashboards, and presentations for stakeholders and leadership

• Identify trends, risks, and opportunities and communicate them proactively to stakeholders

• Ensure reporting accuracy, consistency, and alignment across teams

Cross-Functional Collaboration

• Partner closely with Marketing Analytics, Product, Customer Experience, Sales, Legal, Training, and regional teams to support retention initiatives

• Coordinate campaign approvals, timelines, dependencies, and execution across multiple stakeholders

• Support alignment between retention strategy, operational execution, and frontline customer experience

• Serve as a point of contact for retention-related execution, reporting, and process issues

Process Improvement & Operational Excellence

• Maintain and improve retention workflows, documentation, and execution standards

• Identify opportunities to streamline processes, reduce manual work, and improve campaign scalability

• Support evolving platforms, tools, and operational capabilities with minimal disruption to campaign delivery

• Contribute to the development of retention best practices and operational improvements across the team

Qualifications

Required

• Bachelor’s degree in Marketing, Business, Communications, or a related field

• 6+ years of experience in retention marketing, lifecycle marketing, CRM, email marketing, or campaign management

• Experience managing complex, multi-market campaigns in a fast-paced environment

• Hands-on experience executing email campaigns within CRM or marketing automation platforms, including campaign setup, QA, deployment, and reporting

• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights

• Experience developing and optimizing targeted marketing strategies focused on customer retention and engagement

• Advanced proficiency in Excel and PowerPoint

• Strong organizational skills and attention to detail

• Excellent communication and cross-functional collaboration skills

Preferred

• Experience in retention marketing within subscription, telecommunications, or services-based industries

• Experience writing customer-facing marketing copy

• Demonstrated success using testing and analytics to improve retention performance

• Familiarity with customer lifecycle strategy, segmentation, and churn mitigation initiatives

• Experience with CRM platforms, marketing automation tools, and campaign analytics systems

Core Competencies

• Data-driven decision making

• Attention to detail and execution quality

• Customer-focused mindset

• Cross-functional collaboration

• Analytical thinking and problem solving

• Clear, concise communication

• Organization and prioritization

• Adaptability and continuous improvement

Benefits 

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:  

• Medical, dental, and vision plans – start when you start!  

• Life insurance (self, spouse, children) 

• Paid time off (vacation, holiday, and personal/sick days)  

• 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation) 

• Group Legal plan with Identity Theft Protection 

Additional Perks  

• Tuition reimbursement (up to $5,250 on 1st year)  

• Annual community support to various organizations across the U.S.  

• Associate recognition & awards programs 

• Advancement opportunities  

• Collaborative work environment  

• FREE Cable One services for associates who live in a serviceable area 

Our Commitment