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Sr. Manager, Marketing Test & Execution, Reactive Retention Strategy


El Segundo, CA
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Job Details

Company AT&T

Job Title Sr. Manager, Marketing Test & Execution, Reactive Retention Strategy

Jobid att4-6283427

Location: El Segundo, CA, 90245, USA

Description Our TV business is under siege. Cable companies with 100MB speeds are bundling with TV and phone service and offering our customers significant monthly savings. Streaming services like Netflix are being supplementing with live TV streaming products that offer a real alternative to satellite or cable. In this tough competitive environment, our job is to reduce the number of customers leaving the franchise. Not just a small number but 20% less than last year to churn levels we haven’t seen since 2015. This job is not for the faint-hearted.

**You’ll drive our retention journey**

This position will be key in delivering our retention credits that are the key to keeping customers. In an increasingly competitive environment, retention credits are our secret weapon. Matching the right customer to the right offer is key. Your job will be to evolve from 4,000 customers segments to over 20,000.

You’ll not just improve our segmentation. You’ll constantly try new offers to ensure our customers stay. For some customers, price is critical. Others love HBO. Some are sports addicts. Profitably saving customers will be your mission.

Critically though, you’ll help drive a change in how we look at retention in the Entertainment Group. You’ll help transform our thinking from individual product retention to a household view where we value all of your relationships and present offers, value and products accordingly. We’ve never done this before. You’ll be an innovator that enjoys blazing new trails. A marketing Davy Crockett!

**We’re looking for Exceptional**

If you enjoy the thrill of high octane day to day responsibilities combined with the challenge of creating strategic step change, this role’s for you. You’ll be great at what you do and have a passion for the customer but a focus on business results. You will be strategic, analytical, a change agent and yet someone who has strong team followership. You’ve been successful to date but ready for your next challenge. Your current boss will be devastated that you’re leaving.

**What will you do day to day?**

+ This position will be responsible for the development, testing and execution of channel and stakeholder marketing plans that will define how product, service and promotional offers are presented to existing customers in each of the Entertainment Group channels of Telephony (Sales and Service), Retail and Digital as well as the execution of multi-channel offers.

+ Design, manage and implement testing strategy and offer execution to optimize and maximize Retention and Cross-Sell offers to existing customers in all channels.

+ Flawless execution of multi-channel offers with a keen eye on operational readiness and seamless integration.

+ Serve as primary interface and subject matter expert for day-to-day interactions with the Retention Offer Strategy, Product, Sales, Service, Business Analytics, Operations and Digital Teams.

+ Utilize multiple inputs, including competitive intelligence and customer data/reporting, to monitor effectiveness of KPIs.

+ Track, analyze and communicate key retention metrics to senior leadership.

+ Work prioritization, forecasting, scheduling and coordinating resources within assigned projects


+ 3+ years of related marketing experience, preferably in customer retention but could also be in strategic analysis, loyalty, finance or CLM.

+ Strong analytical skills – ability to use reporting and analysis to glean insights, tell a story and drive decision-making

+ Great at rallying partners to do the best work of their career. Ability to build strong collaborative relationships with a diverse range of partners.

+ Strong targeting and segmentation skills – ability to use data and insights to develop targeting and segmentation strategies for marketing campaigns

+ Ability to simply and effectively communicate complex concepts and product stories.

+ Ability to thrive in a fast-paced environment with multiple priorities.

+ Ability to leverage multiple sources of data to drive sound economic decisions.

+ Excellent communication skills and ability to influence at multiple levels of the organization.

**Other Personal Characteristics that get you closer to perfect:**

+ An individual with a high degree of drive, energy and intellectual ability.

+ An individual with the intellectual curiosity and horsepower to quickly grasp complex challenges.

+ A natural collaborator.

+ An individual with the intellectual agility and organizational savvy to solve complex issues and find win-win solutions when working with a number of parties.

**Desired Qualifications:**

+ Bachelor degree in Marketing, Business or related field of study

AT&T is an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V

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