Marketing Director Customer Retention

When you join Verizon

You want more out of a career. A place to share your ideas freely even if theyre daring or different. Where the true you can learn grow and thrive. At Verizon we power and empower how people live work and play by connecting them to what brings them joy. We do what we love driving innovation creativity and impact in the world. Our V Team is a community of people who anticipate lead and believe that listening is where learning crisis and in celebration we come together lifting our communities and building trust in how we show up everywhere & always. Want in Join the #VTeamLife.

What youll be doing...

The Director will be a member of the Base Marketing team leading the Defend strategy and orchestration across the VBG organization. Reporting directly to the Senior Director Base Marketing this individual will be responsible for driving base churn program strategies for small and medium businesses global enterprises and public sector customers. Additionally they will manage a team of leaders and drive business churn and retention goals via strong problem-solving skills decisioning and real-time marketing investments to drive loyalty within the customer base.

The Director will operate by leading peers from cross-functional teams including but not limited to: Sales/Marketing leadership Customer Experience Care Martech Digital Database Marketing Finance Data Science & Customer Analytics.

Responsibilities:

• Lead teams of highly skilled marketers to strategize a defend strategy personalized by individual VBG segments and customer types. Nurture a high-velocity culture within internal teams and partners focusing on the E2E delivery of churn work leveraging data-led curiosity innovation and strengthened execution orientation to drive wins for the business.

• Full-Base Defend Stewardship: Provide comprehensive leadership for all proactive and reactive churn-reduction workstreams. Govern the VBG Save Playbook architecting how the business combats line account product and feature-level disconnects across all individual business segments.

• Nurture a relentless execution-focused mindset within internal teams and partners. The role is responsible for ensuring that every CRM campaign and customer-centric initiative is high-velocity high-impact and directly tied to profitable retention with full journey and system plumbing.

• Strategy & Personalization: Lead teams of highly skilled marketers to develop and evolve the our defend strategy. Transition the organization from segment-level tactics to personalized 1:1 interventions based on unique insights for small biz public sector and global enterprise customers.

• Executive Narrative & Advocacy: Represent the Base Management strategy and Defend action plans to Marketing and Sales senior executive leadership. You must tell a story with data transforming complex churn trends into clear fact-based recommendations that connect high-level strategy to bottom-line execution.

• Decisioning & Offer Strategy: Architect a sophisticated Next Best Action decisioning framework. Translate behavioral and propensity data into Surgical Treatmentsleveraging automated logic to deliver the right offer at the right time across all VBG touchpoints.

• Economic Modeling & Business Casing: Partner with Finance to build robust business cases for offer strategies ensuring every Defend action is optimized for Customer Lifetime Value (CLV) and long-term profitability. Drive thinking stakeholder engagement and approvals for save offer products including innovation required for new 1:1 offer/save decisioning curated for individual business segments. Act as the strategic guide for offer development to reduce disconnects and elevate customer value.

• Save Strategy Framework Evolution: Launch and drive strategic scaling of a new save strategy framework utilizing capital investment for Global Enterprise (GE) and Public Sector (PS) customers. Build upon prior wins in the small/mid-market space to stand up a healthy pipeline of real-time decisioning use cases using inherent and learned ability to take a Win from a high-volume/lower-complexity segment (SMB) and solve for the high-complexity needs of GE and Public Sector.

• Capital Stewardship: Own capex allocation and direction on behalf of the marketing organization alongside the platforms and tech/tools team to drive funding prioritization for base customers for all retention work.

• Direct outbound and channel activation strategy for high-risk lead flow for the right channel/partner execution for imminent and long-lead defend work.

• Lead teams within and base management peers to spearhead orchestration of marketing campaigns customer communications and rep tools to drive line and account retention personalized by unique insights for small biz pub sector and large mid-market and global enterprise customers.

• Represent base management strategy and action planning for Defend to Marketing and Sales senior executive leadership stakeholders. Ability to package fact-based recommendations clearly tell a story with data to leadership and connecting this with execution is critical for success in this role.

What were looking for...

The ideal candidate is a results-oriented leader who fosters a culture of critical thinking and creative independence ensuring high-performing cross-functional teams operate with ease. You are a big-vision thinker with the ability to distill complex strategies into actionable workstreams and program timelines utilizing strong interpersonal and navigation skills to gain alignment from executive leadership. Beyond execution you elevate financial rigor from a routine task to a core leadership requirement expertly synthesizing data into narratives that optimize program effectiveness and drive timely action. By combining a passion for exceeding expectations with a commitment to constructive feedback and efficient meeting management you ensure that every initiative is both mathematically sound and strategically impactful.

Youll need to have:

• Bachelors degree or four or more years of work experience.

• Ten or more years of relevant experience required demonstrated through one or a combination of work and/or military experience or specialized training.

• Digital Marketing Strategy or eCommerce experience.

• Eight or more years of experience in Marketing Base Management or Customer Retention.

• Five or more years of experience leading teams of managers in high-velocity matrixed environments.

• Experience directing outbound and channel activation strategies for high-risk lead flows including realtime port mitigation.

• Experience managing budget allocation and tech/tool funding prioritization to drive marketing infrastructure and retention platforms.

• Experience in being able to tell a story with data transforming complex churn trends and behavioral insights into clear fact-based recommendations for Senior Executive leadership.

Even better if you have one or more of the following:

• A Masters degree in Business Administration Finance Marketing or Analytics.

• Led a team. Ideally a geographically-dispersed team.

• Demonstrated influence skills and ability to present persuasive business cases to different audiences.

• Managed multiple projects with competing priorities and different stakeholders.

• Understanding of direct marketing and Sales best practices across key tactics (Email Direct Mail SMS Digital Outbound etc).

• Understanding of key CRM and Sales platforms and systems (i.e. Adobe Salesforce Pega and POS systems).

• Strong understanding of customer analytics and campaign success measures.

• Ability to translate complex ideas and express them in concise simple-to-understand ways.

• Ability to work under pressure in a fast-paced environment and multitask across projects.

• Comfortable with continuously changing priorities.

• Strong analytical problem-solving and planning skills.

• Ability to interface with executive and C-suite leadership to develop and represent work.

If Verizon and this role sound like a fit for you we encourage you to apply even if you dont meet every even better qualification listed above.

Scheduled Weekly Hours

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career and in areas of your life outside of Verizon. From health and wellness benefit options including: medical dental vision short and long term disability basic life insurance supplemental life insurance AD&D insurance identity theft protection pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan up to 8 company paid holidays per year and up to 6 personal days per year paid parental leave adoption assistance and tuition assistance plus other incentives weve got you covered with our award-winning total rewards package. Depending on the role employees have the opportunity to receive compensation in the form of premium pay such as overtime shift differential holiday pay allowances etc. Newly hired employees receive up to 15 days of vacation per year which grows with additional service. For part-timers your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.