Director, Customer Base Management Strategy

Optimum Communications Inc.; New York (NY); On-site; USD 141,000 - 202,000; Full time

Job summary

Optimum is seeking a Director of Customer Base Strategy to lead end-to-end, cross-functional programs that grow and retain customers. You will translate strategic priorities into scalable initiatives, supported by robust modeling, analytics, and automation capabilities, including AI-driven decisioning.

The role requires partnering with Product, Marketing, Sales, Analytics, and Customer Experience to drive measurable business outcomes and optimize lifecycle strategies.

Qualifications

• 8+ years of experience in program management, growth strategy, customer lifecycle, analytics, or related fields.
• Strong expertise in business case development, financial modeling, and ROI analysis.
• Advanced proficiency in Excel (modeling, forecasting, scenario analysis)
• Familiarity with AI/ML-driven decisioning and automation tools
• Proven ability to lead cross-functional initiatives
• Strong executive communication skills
• Strategic thinker with attention to detail
• Ability to manage multiple programs in a fast-paced environment

Responsibilities

• Lead the design and execution of large-scale, cross-functional customer base programs from concept through launch and optimization.
• Establish program governance, timelines, and performance tracking to ensure clarity, accountability, and delivery against KPIs.
• Manage a portfolio of initiatives focused on lifecycle moments (e.g., onboarding, promo roll-offs, moves, retention risk events).
• Build detailed business cases, ROI frameworks, and scenario models to prioritize investments and guide decision-making.
• Develop financial simulations and forecasting models to evaluate program impact on revenue, churn, and customer lifetime value.
• Continuously track performance against business cases and refine strategies based on results.
• Partner closely with Product, Marketing, Sales, Planning, Analytics, and Customer Experience teams to align on strategy and execution.
• Translate business needs into clear requirements and coordinate across teams to ensure seamless delivery.
• Drive alignment on priorities, resource allocation, and success metrics.
• Leverage advanced Excel modeling, data analysis, and visualization to inform strategy and monitor performance.
• Integrate AI and automation capabilities into decisioning, targeting, and personalization strategies.
• Work with marketing, data and engineering teams to enhance tools, platforms, and reporting infrastructure, leveraging the implementation of Adobe 8.
• Develop and scale programs that increase product penetration and improve customer engagement.
• Identify opportunities in underpenetrated or highly competitive markets and build targeted approaches.
• Optimize lifecycle strategies to reduce churn and improve long-term customer value.
• Develop clear, executive-ready materials to communicate program strategy, performance, and recommendations.
• Support frontline teams with positioning, training, and messaging.
• Create visibility into program progress and impact across stakeholders

Skills

Program management

Growth strategy

Customer lifecycle

Analytics

Cross-functional leadership

Executive communication

Strategic thinking

Tools

Excel

Adobe

Job description

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities.

If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you!

Job Summary

The Director, Customer Base Strategy leads end-to-end program management of customer growth and retention initiatives across the Optimum portfolio. This role is centered on building scalable, insight-driven programs that improve customer lifetime value, expand product adoption, and strengthen retention through disciplined business case development and cross-functional execution. This leader is responsible for translating strategic priorities into actionable programs, supported by robust modeling, advanced analytics, and automation capabilities (including AI-driven decisioning). Success in this role requires strong partnership across Product, Marketing, Sales, Analytics, and Customer Experience to align priorities, unlock growth opportunities, and deliver measurable business outcomes.

Responsibilities

• Program Management & Execution:
  
  
  
  • Lead the design and execution of large-scale, cross-functional customer base programs from concept through launch and optimization.
  
  
  • Establish program governance, timelines, and performance tracking to ensure clarity, accountability, and delivery against KPIs.
  
  
  • Manage a portfolio of initiatives focused on lifecycle moments (e.g., onboarding, promo roll-offs, moves, retention risk events).
  
  
  
  


• Business Case Development & Financial Rigor:
  
  
  
  • Build detailed business cases, ROI frameworks, and scenario models to prioritize investments and guide decision-making.
  
  
  • Develop financial simulations and forecasting models to evaluate program impact on revenue, churn, and customer lifetime value.
  
  
  • Continuously track performance against business cases and refine strategies based on results.
  
  
  
  


• Cross-Functional Collaboration:
  
  
  
  • Partner closely with Product, Marketing, Sales, Planning, Analytics, and Customer Experience teams to align on strategy and execution.
  
  
  • Translate business needs into clear requirements and coordinate across teams to ensure seamless delivery.
  
  
  • Drive alignment on priorities, resource allocation, and success metrics.
  
  
  
  


• Analytics, Tools & Technical Enablement:
  
  
  
  • Leverage advanced Excel modeling, data analysis, and visualization to inform strategy and monitor performance.
  
  
  • Integrate AI and automation capabilities into decisioning, targeting, and personalization strategies.
  
  
  • Work with marketing, data and engineering teams to enhance tools, platforms, and reporting infrastructure, leveraging the implementation of Adobe 8.
  
  
  
  


• Growth & Customer Strategy:
  
  
  
  • Develop and scale programs that increase product penetration and improve customer engagement.
  
  
  • Identify opportunities in underpenetrated or highly competitive markets and build targeted approaches.
  
  
  • Optimize lifecycle strategies to reduce churn and improve long-term customer value.
  
  
  
  


• Communication & Enablement:
  
  
  
  • Develop clear, executive-ready materials to communicate program strategy, performance, and recommendations.
  
  
  • Support frontline teams with positioning, training, and messaging.
  
  
  • Create visibility into program progress and impact across stakeholders.
  
  
  
  

Qualifications

• 8+ years of experience in program management, growth strategy, customer lifecycle, analytics, or related fields


• Strong expertise in business case development, financial modeling, and ROI analysis


• Advanced proficiency in Excel (modeling, forecasting, scenario analysis)


• Familiarity with AI/ML-driven decisioning and automation tools


• Proven ability to lead cross-functional initiatives


• Strong executive communication skills


• Strategic thinker with attention to detail


• Ability to manage multiple programs in a fast-paced environment

At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What's Right, Drive One Optimum, and Make It Happen. These aren't just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It's all part of the bigger picture of "Be The Difference" where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stops.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, we'll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.

We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is$141,372.00-$201,960.00/ year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.

We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.