Business Retention Lead

WOW!; Augusta (GA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

WOW! is seeking a Business Retention Lead to support advertising coordination, strategic marketing for Business Retention, and multi-project management.

You will help keep campaigns aligned, coordinate vendor work, and ensure consistent customer messaging across initiatives. This role also involves analyzing retention data, identifying churn drivers, and collaborating with Account Managers to protect the customer base.

Qualifications

• Bachelor's degree in Marketing, Business Communication, or related field or equivalent combination of education and experience.
• 2+ years coordinating or managing cross-functional projects with multiple stakeholders and timelines.
• 1+ year of experience in a marketing or advertising role, with hands-on experience taking campaigns from strategy through creative execution.
• Demonstrated proficiency with project-tracking and reporting.
• Comfort working with customer data.
• Experience with CRM and/or billing systems preferred, including Salesforce and/or iCOMS.

Responsibilities

• Coordinate advertising deliverables, campaigns, and vendor coordination on an ongoing basis, including coverage during team absences.
• Lead strategic marketing efforts for Business Retention alongside the Director.
• Translate campaign timing and customer segments into campaigns and hand creatives to Marketing for execution.
• Manage concurrent customer-impacting initiatives with trackers, timelines, cross-functional sequencing, and escalations.
• Keep customer messaging consistent and well-timed across initiatives, flag at-risk and high-value accounts.
• Partner with Account Managers on retention and save efforts.
• Pull and analyze retention, disconnect, and pipeline data to surface churn drivers and at-risk trends.
• Assist in building playbooks and talking points; support process documentation for renewals, transitions, and changes.
• Provide clear, regular status updates and reporting to the Director and leadership; inform Account Management and Field teams about timing and impact.

Skills

Cross-functional coordination

Marketing coordination

Data-informed decision-making

Clear and effective communication

CRM systems

Education

Bachelor's degree in Marketing, Business Communication, or related field

Tools

Salesforce

iCOMS

Job description

The OpportunityThe Business Retention Lead plays a critical role in supporting the Business Retention team across three key areas: advertising continuity and coordination, strategic marketing for the Business Video Migration, and project management across concurrent customer-impacting initiatives.This role keeps deliverables moving, customers informed, and leadership updated through ongoing periods of change—with a consistent focus on protecting and retaining the existing customer base.What You'll DoAdvertising Coordination & ContinuityMaintain advertising deliverables, campaigns, and vendor coordination on an ongoing basis, including providing coverage during team absences.Business Retention MarketingCoordinate the strategic marketing effort for Business Retention alongside the Director.Translate campaign timing and customer segments into campaigns and hand creative to Marketing for execution.Project CoordinationManage concurrent customer-impacting initiatives, including:Project trackersTimelinesCross-functional sequencingEscalationsCustomer Base ProtectionKeep customer messaging consistent and well-timed across initiatives.Identify and flag at-risk and high-value accounts.Partner with Account Managers (AMs) on customer retention and save efforts.Data & InsightsPull and analyze retention, disconnect, and pipeline data.Surface churn drivers, at-risk trends, and segment-level patterns.Use insights to help shape strategic timing and prioritization.Enablement SupportAssist in building playbooks and talking points.Support process documentation that equips Business Customer-facing teams to consistently manage:RenewalsTransitionsCustomer-impacting changesReporting & CommunicationProvide clear, regular status updates and reporting to the Director and leadership.Keep Account Management and Field teams informed regarding timing and customer impact.Perform other duties as assigned.What You'll BringMinimum Required Education & ExperienceBachelor's degree in Marketing, Business Communication, or a related field—or an equivalent combination of education and experience.2+ years coordinating or managing cross-functional projects, ideally involving customer-impacting initiatives with multiple stakeholders and timelines.1+ year of experience in a marketing or advertising role, with hands-on experience taking campaigns from strategy through creative execution.Demonstrated proficiency with project-tracking and reporting.Comfort working with customer data.Experience with CRM and/or billing systems preferred, including Salesforce and/or iCOMS.Skills & Abilities for SuccessCross-functional project coordination or program managementMarketing strategy and execution coordinationData-informed decision-makingClear and effective communicationPhysical Demands & Working ConditionsThe physical demands described below are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Regularly required to talk and hearRequired to use hands to type, handle objects, and paperworkRequired to use close vision and be able to focusFrequently required to sit, stand, bend at the knees and waist, and walkPrimarily an office-based or remote/hybrid role with extended periods of computer useOccasional travel, up to 15%, for partner meetings, business reviews, and industry eventsAll qualified applicants will receive consideration for employmentwithout regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran