Director, Growth & Retention Marketing Strategy

Brightspeed; Charlotte (NC); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Brightspeed seeks a Director, Marketing Strategy focused on Customer Base Management & Retention to drive revenue growth and lifetime value across residential and small business segments. You will own the customer base strategy, leverage data-driven insights and cross-functional leadership to expand ARPU and reduce churn.

You will lead lifecycle marketing programs, partner with CX, Sales, Product, Pricing and Finance, and manage a team in a data-driven, outcomes-oriented environment.

Qualifications

• Bachelor's degree in Marketing, Business, Analytics, or related field.
• 10+ years of progressive experience in telecommunications, subscription-based services, customer lifecycle marketing, revenue growth, or retention strategy.
• 5+ years leading customer growth, pricing, offer management, or retention strategies, including at least 3 years of people leadership.
• Proven track record driving revenue, ARPU, retention, and marketing effectiveness.
• Strong financial acumen with experience business cases, offer economics, and marketing investments.
• Experience leveraging customer analytics, segmentation, marketing automation, and predictive modeling.
• Exceptional strategic thinking, executive communication, and cross-functional leadership.

Responsibilities

• Develop and execute a comprehensive customer base management strategy aligned with Brightspeed's growth, revenue, and retention objectives.
• Drive ARPU expansion through pricing strategies, speed upgrades, value-added services, product migrations, and targeted cross-sell opportunities.
• Identify growth and retention opportunities across customer segments, geographic markets, and competitive environments.
• Own the strategic roadmap for customer base initiatives, ensuring alignment with financial targets and enterprise priorities.
• Lead proactive retention, churn prevention, customer win-back, and loyalty strategies to maximize customer lifetime value.
• Develop targeted lifecycle marketing programs that strengthen customer engagement, particularly during early tenure and critical customer milestones.
• Partner with Customer Experience, Sales, and Operations to improve customer journeys and reduce churn.
• Establish differentiated retention and offer strategies based on customer value and competitive dynamics.
• Lead customer offer strategy, including promotional pricing, retention incentives, product upgrades, and targeted marketing programs.
• Partner with Pricing, Product, and Finance to optimize offer economics and profitability.
• Evaluate business cases, forecasts, and program performance to maximize revenue and ROI.
• Establish governance and performance measures for customer offers and marketing initiatives.
• Leverage analytics to identify growth opportunities and optimize engagement; collaborate with Analytics/Tech for personalization and campaign effectiveness.
• Establish metrics and accountability for revenue growth, retention, and marketing ROI; continuously refine strategies.

Skills

Strategic thinking

Executive communication

Cross-functional leadership

Data analytics

Customer lifecycle marketing

Pricing strategy

Marketing ROI

Marketing analytics

Education

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

Job description

Brightspeed seeks a Director, Marketing Strategy focused on Customer Base Management & Retention to drive revenue growth and lifetime value across residential and small business segments. You will own the customer base strategy, leverage data-driven insights and cross-functional leadership to expand ARPU and reduce churn.

You will lead lifecycle marketing programs, partner with CX, Sales, Product, Pricing and Finance, and manage a team in a data-driven, outcomes-oriented environment.