Director of Retention and Lifecycle Marketing

Job Description:

At Sparklight/Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.  

We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ,  FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT.

What You’ll Do to Drive Business Impact

As the Director of Retention and Lifecycle Marketing, you will lead the strategy, development, and execution of data-driven initiatives to improve customer retention and maximize customer lifetime value. Reporting to the Senior Director of Retention and Lifecycle Marketing, you will be responsible for proactive outreach, upsell, cross-sell, and lifecycle campaigns across multiple customer segments and channels.

You will:

• Lead the strategic development and execution of omnichannel retention, upsell, and cross-sell programs that drive subscriber engagement, reduce churn, and increase ARPU.

• Own retention and upgrade KPIs, translating insights into actionable strategies to improve performance across customer segments, products, and geographies.

• Mentor and develop a high-performing team, providing strategic direction, performance feedback, and career development support.

• Champion the customer journey, identifying opportunities to improve engagement and satisfaction through tailored lifecycle messaging, offers, and experiences.

• Collaborate cross-functionally with product, care, sales, and field operations to ensure organizational alignment and execution of retention initiatives that support company objectives.

• Partner closely with analytics, research, and finance teams to model the impact of retention initiatives and optimize offer structures, pricing strategies, and investment allocation.

• Lead agency and vendor relationships, ensuring creative alignment, timely execution, and ROI on campaign spend.

• Stay ahead of market trends, customer behavior shifts, and competitive threats, informing proactive strategy pivots and go-to-market adjustments.

• Embed test-and-learn methodologies into campaign planning to drive continuous improvement and innovation across the retention and lifecycle portfolio.

• Manage the creation and maintenance of strategies, tools, and resources to support retention and revenue growth across the organization.

Qualifications

• Bachelor’s degree in marketing, Business, or a related field required; master’s degree or MBA preferred.

• 10+ years of progressive experience in retention, lifecycle marketing, or growth marketing; preferably in telecom, subscription, or B2C service industries.

• 5+ years of direct team management experience, with a proven ability to inspire, coach, and scale marketing talent.

• 5+ years of experience working cross-functionally to align marketing initiatives with product roadmaps, customer support strategies, and sales enablement.

• 5+ years or more experience collaborating with internal teams and external agencies or creative teams to develop and execute retention and lifecycle campaigns.

• Proven ability to track, analyze, and report key marketing metrics to assess performance.

• Demonstrated success owning retention KPIs and driving measurable improvements in churn reduction, upsell/cross-sell revenue, and customer engagement.

• Demonstrated expertise in using data, analytics, and consumer insights to guide decision-making and optimize retention and revenue growth strategies.

Skills & Competencies

• Strategic Leadership: Ability to set vision, influence senior stakeholders, and translate strategy into actionable plans that deliver business impact.

• Customer-Centric Mindset: Deep understanding of customer behavior, segmentation, and lifecycle stages; able to create tailored communications that resonate.

• Analytical Rigor: Strong data acumen with experience using BI tools, dashboards, and models to guide decision-making and optimize ROI.

• Channel Expertise: Proficiency in digital and offline channels, including email, SMS, direct mail, outbound calling, and in-product messaging.

• Lifecycle Orchestration: Experience managing multichannel journeys and marketing automation to trigger timely, relevant customer interactions.

• Project Management: Highly organized, with a track record of executing complex initiatives on time and within budget in a fast-paced environment.

• Collaboration & Influence: Exceptional interpersonal skills with the ability to partner cross-functionally and drive alignment across diverse teams.

• Innovation & Agility: Comfortable in ambiguity, with a proactive mindset and a passion for continuous testing, learning, and optimization.

Benefits 

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:  

• Medical, dental, and vision plans – start when you start!  

• Life insurance (self, spouse, children) 

• Paid time off (vacation, holiday, and personal/sick days)  

• 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation) 

• Group Legal plan with Identity Theft Protection 

Additional Perks  

• Tuition reimbursement (up to $5,250 on 1st year)  

• Annual community support to various organizations across the U.S.  

• Associate recognition & awards programs 

• Advancement opportunities  

• Collaborative work environment  

Our Commitment 

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.  

Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. 
 
Pre-hire Processes 

Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.  

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