Associate Director Customer Retention Orchestration

When you join Verizon

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What youll be doing...

The Associate Director (AD) will be a member of the Base Marketing team leading the Defend activation and orchestration across the VBG organization. Reporting directly to the Director Defend Strategy this individual will be responsible for driving the base churn program execution strategy for small and medium businesses global enterprises and public sector customers. Additionally they will manage a team of marketers and drive business churn and retention goals via understanding of channels and systems available and strong execution skills.

The AD will operate by leading peers from cross-functional teams including but not limited to: Sales Marketing Customer Experience Care Martech Digital and AI groups.

Responsibilities:

• Transform high-level VBG retention strategies into live functional customer treatments. The role is the primary driver of activationresponsible for the end-to-end save journey work orchestration of Defend programs across all rep-facing and customer-facing systems. The role bridges the gap between a marketing idea and a functioning action in the field.

• The AD is responsible for ensuring that the requirements for every Save action are accurately translated into logic for systems and platforms teams for execution with IT partners and vendors.

• Lead a team of marketers in this High-Velocity Activation Hub: a specialized team of activation and orchestration experts to transform complex Defend strategies into live omni-channel experiences. The AD is responsible for the end-to-end deployment of churn-reduction programs ensuring zero-defect execution to hit aggressive VBG retention milestones.

• Ensure that Next Best Action (NBA) and Next Best Offer (NBO) logic is correctly mapped and triggering across all omni-channel touchpoints with a high-quality emphasis on superior Care execution across those platforms (inbound and outbound). Build this keeping unique systems access platform availability and motions catering to the diverse types of customers available across VBG.

• Lead the team to drive end-to-end validation for all retention-focused system deployments. The AD team is the final green light for ensuring that offer logic pricing and eligibility function perfectly in-market before customer-facing experience or marketing communications are triggered.

• Ensure a Save Action perspective is unified across all channels. Whether a customer interacts via a self-service portal a retail store or a call center the AD helps manage their team to orchestrate to provide a consistent personalized experience.

• Surgical Treatment Deployment: Execute the CRM roadmap by activating surgical treatments for line account and product churn. Use performance data to troubleshoot and refine campaign delivery in real-time ensuring maximum reach and effectiveness.

• Workstream Leadership: Lead the E2E Execution workstreams for device upgrades and pricing as well as save action value-prop strategies.

What were looking for...

The ideal candidate is a results-oriented and highly motivated leader who excels at synthesizing data into actionable insights while fostering a culture of critical thinking and efficient execution. They are a big-vision thinker with the ability to distill complex plans into clear workstreams navigating organizational landscapes to gain executive alignment and drive program timelines with precision. By prioritizing financial rigor and data storytelling they elevate business casing to a core leadership requirement ensuring end-to-end program effectiveness and optimized outcomes. Furthermore they are dedicated to building high-performing cross-functional environments rooted in constructive feedback and creative independence ensuring that strategic goals are met through both technical excellence and strong interpersonal leadership.

Youll need to have:

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

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

• Deep understanding of Next Best Action (NBA) and Next Best Offer (NBO) logic including experience mapping complex eligibility and pricing rules within CRM and MarTech platforms.

• Three or more years of experience leading and developing a team of high-performing marketers in a high-velocity activation hub environment.

• Experience translating high-level marketing strategies into functional live customer treatments across diverse channels (Digital Retail Call Center and Sales).

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

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

• 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.