Sr. Manager, Retention & Upgrade Marketing

Job Description:

At 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.

The Retention & Upgrade Marketing Manager is responsible for reducing customer churn and driving revenue growth within the Residential Services division by targeting the existing customer base. This role focuses on lowering internet service disconnect rates while increasing customer value through strategic upsell and cross-sell initiatives. The manager develops and executes proactive outreach and intervention campaigns using both digital and traditional marketing channels. Additionally, they track and report on key metrics related to retention and revenue growth and work closely with cross-functional teams to ensure alignment of customer-facing strategies. The manager also leverages market research to develop retention offers, influence competitive pricing strategies, and identify opportunities for service upgrades.

What you will do to contribute to the company's success

• Develops and executes proactive outreach, upsell, and cross-sell campaigns to reduce disconnects and increase customer value, using both digital and traditional marketing channels.
• Tracks, analyzes, and reports on key retention and upgrade metrics, providing actionable insights to improve performance and grow revenue.
• Partners with the Customer Lifecycle Marketing Manager to ensure alignment of retention and upgrade strategies across the entire customer journey.
• Collaborates with the Senior Director of Retention and Customer Lifecycle Marketing to drive cross-functional initiatives aimed at reducing churn and increasing customer lifetime value.
• Works closely with internal and external creative teams and agencies to plan and execute retention and upgrade strategies effectively.
• Leverages quantitative and qualitative market research to develop impactful retention offers and identify opportunities for service upgrades.
• Coordinates with internal teams, including product, sales, and customer service, to ensure alignment and execution of retention and upsell efforts.
• Manages the creation and maintenance of strategies, tools, and resources to support retention and revenue growth across the organization.
• Continuously monitors market trends, customer feedback, and competitor activities to identify opportunities for enhancing customer experience and driving upgrades.

Qualifications

• Bachelor’s degree (B.A.) in Marketing, Business Administration, or a related field required.
• 8 years or more experience in a customer retention or revenue growth marketing role, preferably within the telecommunications or subscription-based services industry, managing both digital and traditional marketing campaigns focused on churn reduction and upselling.
• 3 years or more experience leading and managing a team, with a focus on developing and executing retention and upgrade marketing strategies.
• 3 years or more experience working with cross-functional departments to ensure alignment of retention marketing strategies.
• 3 years or more experience collaborating with internal teams and external agencies or creative teams to develop and execute retention and upsell campaigns.
• Proven ability to track, analyze, and report key marketing metrics to assess performance.
• Demonstrated expertise in using data and analytics to guide decision-making and optimize retention and revenue growth strategies.
• Proven experience using quantitative and qualitative market research to develop retention offers, upsell opportunities, and influence pricing strategies.

Skills

• Strong leadership and team management skills, with experience building and guiding high-performing teams to achieve retention and revenue growth goals.
• Deep understanding of the customer journey, retention marketing strategies, and how to effectively implement upsell and cross-sell initiatives to maximize customer value.
• Proven ability to develop and execute targeted marketing strategies that reduce churn, enhance customer retention, and drive incremental revenue through upselling and cross-selling.
• Excellent analytical skills, with a data-driven approach to measuring success and optimizing retention and revenue growth initiatives.
• Strong ability to collaborate across departments, including marketing, product, sales, and customer service, to align on retention and upgrade strategies.
• Advanced project management skills, with the ability to prioritize, manage multiple initiatives simultaneously, and meet deadlines in a fast-paced environment.
• Proficiency in CRM software, marketing automation platforms, and analytics tools to execute, track, and measure retention and upgrade campaign performance.
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels of the organization.
• Strategic mindset with the ability to adapt quickly to changing market dynamics and customer needs, ensuring agility in retention and revenue strategies.

Core Competencies

• Committed: Values each customer, while working hard to keep their business and support our communities.
• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
• Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.
• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

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
• We’re an Award-Winning Organization

We’re An Award-Winning Company

• Forbes’ “America’s Best Midsized Employers” 2021-2023

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.

Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
 
 

Pre-hire Processes

Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

#LI-SK1