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Lifecycle Marketing Manager, Churn/Win Back Segments

Company: T-Mobile
Location: Redondo Beach
Posted on: November 18, 2022

Job Description:

Be unstoppable with us!T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop!Sr. Lifecycle Manager, 'at Risk' and Win Back Segments
The successful candidate will have a passion for putting the customer first! They will relentlessly focus on customer growth through churn mitigation and get 'at risk' customers on the happy path to product advocacy. This person will synthesize data from multiple sources to surface key actionable insights and develop winning strategies. Driving results will be key along with the ability to prioritize efforts based on resources and projected outcomes. Must serve as a change agent ready to influence internal partners and leadership using their great narrative skills, backed by solid data and analysis. Bringing their lifecycle management expertise; creative solutioning and start-up mentality will allow them to flourish in this fast-paced environment. This highly visible role will be a key architect in building a best-in-class churn mitigation program.Job Responsibilities:Responsibilities include:

  • Mitigate churn and exceed churn targets to drive customer lifetime value
  • Identify; understand; and prioritize 'at risk' and win back segments
  • Develop insights and a comprehensive game plan to treat different segments that may include reactive and proactive campaigns/initiatives/policy changes to reduce the 'at risk' cohort
  • Build a win back program identifying and prioritizing deactivation segments; and implement test and learn cycles to optimize reactivation
  • Execute on strategy and/or drive cross departmental partners (e.g., demand gen; sales channels; care; product; offers; legal; lifecycle) to action against recommendations.
  • Work with the offers team to build a toolbox of save/win back offers that can easily be implemented direct to consumer and support channels
  • Analyze and report on expected/actual campaign outcomes, including ROI and how it impacts overall financial plan (monthly; quarterly; annually and drives planning process)
  • Advocate and support requirements gathering for any tools and resources that can be leveraged to drive efficiency and better results against churn objectives (e.g., data enablement; propensity models; automation tools)Qualifications:
    • Bachelor's Degree (Required) or Master's/Advanced Degree (ideal)
    • 3-5 years of experience in lifecycle management and/or churn mitigation (telecommunications or high-speed internet industries a plus)
    • Excellent written and verbal communication skills
    • Strong financial and analytical skills
    • Proficiency in MS Office with emphasis on Excel/PowerPoint; Knowledge of Salesforce is a plus
    • Requires a detailed initiative-taker with superb organizational skills and the ability to multi-task and prioritize in a demanding environment* At least 18 years of age* Legally authorized to work in the United States* T-Mobile requires all employees in this position to be fully vaccinated for COVID-19, unless precluded from doing so by applicable law. The CDC currently defines 'fully vaccinated' as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law.Travel:Travel Required (Yes/No):NoDOT Regulated:DOT Regulated Position (Yes/No):NoNever stop growing!T-Mobile doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward.If you'd like to receive more information about careers at T-Mobile, sign up for the T-Mobile Talent Community today! T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.

Keywords: T-Mobile, Redondo Beach , Lifecycle Marketing Manager, Churn/Win Back Segments, IT / Software / Systems , Redondo Beach, California

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