Senior Marketing Retention 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
Are you a highly analytical and strategic individual passionate about customer loyalty, churn prevention, and driving measurable business outcomes ? DISH Wireless is seeking a Wireless Retention Strategy & Performance Lead to play a pivotal role in developing and executing cutting-edge strategies to enhance customer lifetime value and optimize agent performance within our retention organization. This position is instrumental in leveraging data science, business intelligence, and advanced AI/Machine Learning solutions to proactively address churn, identify key trends, and foster strong agent and network partnerships. If you're a results-driven professional eager to make a significant impact on our customer experience and bottom line, this is the opportunity for you.
NOTE: Visa sponsorship not available for this role now or in the future.
Key Responsibilities
Customer Experience & Insights

• Own the relationship with the Customer Experience Organization to deeply understand and strategically incorporate customer feedback and insights into our retention strategies, ensuring a customer-centric approach.
• Conduct in-depth analysis of daily customer views and Customer Experience Organization cancel reasons to identify critical trends, root causes, and actionable opportunities for retention improvement.

Offer Strategy & Performance

• Own and continuously optimize the agent loyalty offer waterfall, including innovative device offers, performing rigorous analysis of its performance and impact.
• Develop and manage sophisticated save offer strategies, including comprehensive operational and financial analysis, to secure alignment with finance on proposed strategies and testing methodologies.
• Partner closely with the Customer Experience Organization on the seamless implementation, ongoing optimization, and performance management of all save offers, driving continuous improvement.

Operational Strategy & Management

• Own the strategic development and execution of our incident playbook, proactively mitigating business-wide incidents that impact retention.
• Lead the strategy side of key metrics for credits, calls, and call reasons, collaborating effectively with the Customer Experience Organization on their successful implementation and monitoring.
• Collaborate with cross-functional teams to develop, optimize, and manage the IVR strategy, significantly enhancing the customer experience and fortifying retention efforts.

Advanced Analytics & Partnerships

• Own the end-to-end AI/NBA (Next Best Action) development and implementation, including refining existing customer budget recommendations and exploring new applications.
• Work collaboratively with advanced analytics teams on enhancing churn propensity models and developing proactive, commitment-based offers tailored for high-risk customers, utilizing advanced analytical techniques.
• Foster strong, collaborative agent partnerships to ensure effective strategy execution and drive consistent performance.
• Continuously monitor the competitive landscape for retention best practices and identify emerging opportunities to maintain our competitive edge.
• Collaborate strategically with network partners to optimize retention efforts, ensuring a holistic approach to customer loyalty.

Skills, Experience and Requirements
Education

• Bachelor's degree in Data Analytics, Business, Marketing, or a related quantitative field. Advanced degree preferred.

Experience

• 5+ years of progressive experience in data analysis, customer retention, marketing analytics, or a related strategic field.
• Proven experience with offer management, financial analysis, and performance optimization in a dynamic environment.

Skills

• Strong analytical and critical-thinking abilities with an exceptional focus on detail and accuracy, coupled with the ability to interpret complex data and translate it into clear, actionable insights .
• Excellent communication and interpersonal skills, with the ability to convey complex findings clearly and persuasively to diverse audiences, and to collaborate effectively with cross-functional teams, including the Customer Experience Organization , finance, and network operations.
• Proven ability to develop and implement impactful strategic initiatives that drive measurable business outcomes.
• Results-driven mindset with a proactive and innovative approach to problem-solving and a dedication to continuous improvement.
• Proficiency in data visualization tools (e.g., Tableau) and advanced Excel skills .
• Familiarity with AI/NBA tools and their application in customer retention is a significant plus.

This position is ideal for a highly analytical and strategic individual passionate about enhancing customer loyalty , optimizing agent performance, and driving measurable business outcomes through data-driven insights and proactive retention strategies . Join us in a pivotal role that directly impacts our customer lifetime value and significantly reduces churn.
Salary Ranges
Compensation: $72,350.00/Year - $103,400.00/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 )