Sr. Manager, Customer Retention

Henry Schein One; Northern (KY); Hybrid; USD 150,000 - 175,000; Full time

Benefits offered by this job

Health coverage

Retirement savings with company match

Paid time off

Education support

Job summary

Henry Schein One, a global leader in dental practice management, is seeking a Senior Manager, Customer Retention to drive revenue growth by boosting member retention, renewal performance and lifetime value for the DentalPlans.com member base. This role partners with leadership to implement retention strategies across Web and Call Center channels.

You will own segmentation and personalization for our CRM, translate health data into actionable insights, forecast renewal revenue by channel, and

Qualifications

• 10+ years of marketing experience, including 5+ years in customer retention or subscriber marketing leadership.
• 5+ years of management experience.
• Proven ability to move retention/LTV metrics at scale with data-driven actions.
• Strong knowledge of CRM platforms including segmentation, automation and personalization.
• Experience with subscription or membership-renewal mechanics is a plus.

Responsibilities

• Own retention strategy and revenue targets across web and call center channels.
• Own segmentation and personalization strategy for our CRM platform and roadmap.
• Translate retention data into actionable recommendations for leadership.
• Build forward-looking renewal revenue forecasts by channel and act to close gaps.
• Direct multi-channel member campaigns from onboarding through win-back.
• Collaborate with Product on renewal funnel improvements and with Contact Center on scripts.

Skills

Retention strategy

CRM segmentation

Data analysis

Stakeholder communication

Project management

Tools

Hubspot

Salesforce

Excel

Outlook

PowerPoint

Word

Job description

Join a globalleaderredefiningdental practice managementand do work thatactuallymatters.At Henry Schein One,we are a team ofcarecatalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everythingwedo.Yourideas fuel innovation that enhances patient care and drivesreal resultsfor practices. Wedon't just talk aboutimpact;we build it!Backed by a trusted reputation, ourleaders foster an inclusive and supportive environment where we staysolely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We havehigh expectationsfor performance and delivering results; as part of awinningteam,you'llwork hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your winscelebrated.

As the Senior Manager, Customer Retention, you will play a critical role in driving revenue and growth by developing and implementing strategies aimed at increasing member retention, renewal performance, and lifetime value (LTV) for the DentalPlans.com member base. Retention channels drive the majority of the revenue contribution so this is a crucial role with a regular cadence of interaction and partnership with the leadership team.

What you will do

• Retention Strategy & Performance:Own retention strategy and related revenue targets tied to voluntary member renewal, including performance across Web and Call Center channels.
• CRM Platform & Segmentation Strategy:Own the segmentation and personalization strategy behind our CRM platform, applying member behavioral and lifecycle differences into segmentation logic, and directing the roadmap of platform enhancements needed to improve campaign performance.
• Insights & Performance Reporting:Translate data from retention risk frameworks, member health scoring and renewal performance reporting into leadership-ready, action-oriented recommendations.
• Retention Forecasting:Build and maintain forward-looking renewal revenue forecasts by channel, and drive the tactical response to close any gap
• Channel & Campaign Management:Direct multi-channel campaigns and tactics across the member journey, from new member onboarding through win-back.
• Member Experience, Voice-Of-Customer & Cross-Functional Partnership: Synthesize voice-of-customer signals and partner with Product on member portal and renewal-funnel improvements, and with Contact Center on agent-facing retention scripts and renewal handling practices.

This position is Remote within the United States with up to 10% travel as needed.

Shape what's next in dental technology

What weare looking for

• 10+yearsof marketing experience, including 5+ yearsincustomer retention or subscriber Marketing lead role
• 5+ years of management experience (any team size)
• Quantifiable track record of moving a primary retention and/or LTV metric at scale.
• Demonstrated analytical rigor - a track record of turning cohort, segmentation, or health-scoring data into prioritized retention actions.
• Strong knowledge and experience with CRM platforms (ie, Hubspot, Salesforce), including segmentation, automation and personalization.
• Fluency in subscription or membership-renewal mechanics preferred.
• Stronganalytical,communication andorganizationalskills.
• ProficientinMicrosoftExcel,Outlook,PowerPoint,andWord.
• Strongprojectmanagementskills,withattentiontodetailandanabilitytoeffectivelyprioritizeandmanagemultipleprojects.
• Ability to communicateeffectivelywithsenior management and key stakeholders.

The posted range for this position is $150,000-$175,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a target bonus not reflected in the posted range.

What you'll gain as a #TeamSchein member

• A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is not currently hiring individuals residing in North Dakota, Rhode Island, Vermont, Delaware, Hawaii, Puerto Rico and other US territories.