Director of Growth & Customer Lifecycle

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

Job summary

Optimum, a leader in connectivity, seeks a Director of Customer Base Strategy to lead end-to-end growth and retention programs across the Optimum portfolio. You will build scalable, insight-driven initiatives that improve customer lifetime value, expand product adoption, and strengthen retention through solid business cases and cross-functional execution.

This role requires strong analytics, financial modeling, and collaboration with Product, Marketing, Sales, Analytics, and Customer Experience

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.
• 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.
• 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

Multi-project management

Tools

Excel modeling

AI/ML decisioning tools

Job description

Optimum, a leader in connectivity, seeks a Director of Customer Base Strategy to lead end-to-end growth and retention programs across the Optimum portfolio. You will build scalable, insight-driven initiatives that improve customer lifetime value, expand product adoption, and strengthen retention through solid business cases and cross-functional execution.

This role requires strong analytics, financial modeling, and collaboration with Product, Marketing, Sales, Analytics, and Customer Experience