Director, Growth Strategy: Customer Base & Retention

Vacation Tree; Charlotte (NC); Hybrid; USD 190,000 - 240,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life Insurance

401K with company match

Employee Assistance Program

Job summary

Brightspeed seeks a Director of Marketing Strategy for Customer Base Management & Retention to lead data-driven programs that maximize ARPU, reduce churn, and strengthen customer loyalty across residential and small business segments. You will own the strategy, drive lifecycle initiatives, and collaborate across Marketing, Sales, Customer Experience, Digital, Product, Finance, and Operations.

The role requires strong strategic thinking, leadership, and the ability to translate insights into

Qualifications

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

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 (VAS), 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, address service challenges, and reduce avoidable churn
• Establish differentiated retention and offer strategies based on customer value, competitive dynamics, and behavioral insights
• 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, promotional investments, and profitability
• Evaluate business cases, financial forecasts, and program performance to maximize incremental revenue and return on investment
• Establish clear governance and performance measures for customer offers and marketing initiatives
• Leverage advanced analytics, customer segmentation, predictive modeling, and AI-driven insights to identify growth opportunities and optimize customer engagement
• Partner with Analytics and Technology teams to strengthen personalized marketing, next-best-action strategies, and campaign effectiveness
• Establish performance metrics and accountability for revenue growth, retention, customer adoption, and marketing ROI
• Continuously evaluate program effectiveness and refine strategies based on measurable customer and financial outcomes
• Serve as a strategic partner across Marketing, Sales, Customer Experience, Digital, Product, Finance, Technology, and Operations to drive coordinated execution
• Lead and develop a high-performing team focused on customer strategy, lifecycle marketing, analytics, and offer management
• Influence senior leadership through actionable insights, strategic recommendations, and business performance reporting
• Ensure customer programs are executed consistently, efficiently, and in alignment with regulatory requirements and customer experience standards

Skills

Telecommunications experience

Customer lifecycle marketing

Revenue growth strategy

Retention strategy

Financial acumen

Analytics & segmentation

Executive communication

Cross-functional leadership

Education

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

Job description

Brightspeed seeks a Director of Marketing Strategy for Customer Base Management & Retention to lead data-driven programs that maximize ARPU, reduce churn, and strengthen customer loyalty across residential and small business segments. You will own the strategy, drive lifecycle initiatives, and collaborate across Marketing, Sales, Customer Experience, Digital, Product, Finance, and Operations.

The role requires strong strategic thinking, leadership, and the ability to translate insights into