Director of Customer Growth & Retention Strategy

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

Job summary

Optimum in New York seeks a Director, Customer Base Strategy to lead end-to-end growth and retention programs across the portfolio, developing scalable, insight-driven initiatives with robust modeling and automation. The role collaborates with Product, Marketing, Sales, Analytics, and Customer Experience to translate strategic priorities into actionable programs and measurable business outcomes.

Candidates should have strong Excel modeling skills and experience with AI-enabled decisioning,

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 (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.
• Develop executive-ready materials and enable frontline teams with positioning, 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

Financial modeling

Tools

Adobe 8

Job description

Optimum in New York seeks a Director, Customer Base Strategy to lead end-to-end growth and retention programs across the portfolio, developing scalable, insight-driven initiatives with robust modeling and automation. The role collaborates with Product, Marketing, Sales, Analytics, and Customer Experience to translate strategic priorities into actionable programs and measurable business outcomes.

Candidates should have strong Excel modeling skills and experience with AI-enabled decisioning,