Director, Customer Lifecycle and Retention Program

ZipRecruiter; Salt Lake City (UT); On-site; USD 100,000 - 130,000; Full time

Job summary

A leading company in the telecom sector is seeking a Director for Customer Lifecycle and Retention Program. This strategic role focuses on enhancing customer satisfaction and reducing churn through innovative lifecycle management. The ideal candidate will have extensive experience in retention marketing and the ability to influence cross-functional teams without direct authority. Responsibilities include designing onboarding journeys, managing customer communications, and establishing KPIs to track retention performance.

Qualifications

• 7+ years in customer lifecycle management and retention marketing.
• Proven success in leading cross-functional programs.

Responsibilities

• Lead enterprise retention strategy and identify churn drivers.
• Design and optimize onboarding journeys and win-back campaigns.

Skills

Analytical Skills

Communication

Stakeholder Management

Tools

Salesforce Marketing Cloud

NPS

CSAT

Job description

Job DescriptionJob Description

Application Deadline: 5/16/2025 or until position filled.

General Summary

Rise Broadband is looking for a strategic and highly collaborative Director, Customer Lifecycle and Retention Program to lead our enterprise-wide effort to retain and grow our base of monthly paying Fixed Wireless and Fiber Internet subscribers. This role is responsible for owning the customer lifecycle from onboarding to renewal, and for designing and orchestrating cross-functional programs that reduce churn, increase satisfaction, and extend customer lifetime value. This is a high-impact, matrixed leadership role within the Marketing organization with visibility across Sales, Customer Care, Field Operations, and Product teams. While the role does not have direct reports, it requires strong influence and program management capabilities to align teams and drive customer-focused outcomes.

Essential Duties/Responsibilities

• Lead the enterprise retention strategy across lifecycle stages, identifying churn drivers and delivering coordinated solutions to improve subscriber longevity.
• Design, launch, and optimize onboarding journeys, save-a-sale initiatives, win-back campaigns, loyalty incentives, and proactive outreach.
• Ensure constant benchmarking and assessment of competitive pricing for acquisition and win-back in our markets.
• Build and maintain a Customer Lifecycle Framework, integrating data from CRM, billing systems, NPS, and support channels to drive targeted interventions.
• Deploy lifecycle communications across email, SMS, and other channels.
• Collaborate with Customer Service and Field Ops to improve customer experience in key moments of truth such as installation, repair, and disconnect calls.
• Establish KPIs and dashboards to track and improve revenue retention & LTV performance (including leading indicators like ARPU, churn rate, save rate, NPS, average customer tenure).
• Work with Data/BI teams to develop segmentation models that inform targeted retention strategies.

Job Requirements

• 7+ years in customer lifecycle management, retention marketing, customer experience roles and ideally in telecom, SaaS, or other subscription-based industries.
• Proven success designing and leading cross-functional programs in a matrixed environment.
• Strong analytical skills; able to translate data into actionable insights and strategies.
• Experience with CRM, email/SMS platforms (e.g., Salesforce Marketing Cloud), and customer feedback tools (e.g., NPS, CSAT).
• Excellent communication and stakeholder management skills.
• Comfortable operating with limited hierarchy and driving initiatives through influence rather than authority.
• Strong leadership and team management skills.
• Excellent written and verbal communication skills.

Working Conditions

• Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, vision, peripheral vision, depth perception and the ability to adjust focus.
• Working conditions may include being in an open (shared) cubicle/workspace area

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned

Please feel free to review our Benefits at the following link: https://www.risebroadband.com/careers/benefits/