Director, Customer Base Strategy

The Director Customer Base Strategy leads end-to-end program management of customer growth and retention initiatives across the Optimum portfolio. This role is centered on building scalable insight-driven programs that improve customer lifetime value expand product adoption and strengthen retention through disciplined business case development and cross-functional execution. This leader is responsible for translating strategic priorities into actionable programs supported by robust modeling advanced analytics and automation capabilities (including AI-driven decisioning). Success in this role requires strong partnership across Product Marketing Sales Analytics and Customer Experience to align priorities unlock growth opportunities and deliver measurable business outcomes.

Program Management & Execution:
Lead the design and execution of large-scale cross-functional customer base programs from concept through launch and optimization.
Establish program governance timelines and performance tracking to ensure clarity accountability and delivery against KPIs.
Manage a portfolio of initiatives focused on lifecycle moments (e.g. onboarding promo roll-offs moves retention risk events).
Business Case Development & Financial Rigor:
Build detailed business cases ROI frameworks and scenario models to prioritize investments and guide decision-making.
Develop financial simulations and forecasting models to evaluate program impact on revenue churn and customer lifetime value.
Continuously track performance against business cases and refine strategies based on results.
Cross-Functional Collaboration:
Partner closely with Product Marketing Sales Planning Analytics and Customer Experience teams to align on strategy and execution.
Translate business needs into clear requirements and coordinate across teams to ensure seamless delivery.
Drive alignment on priorities resource allocation and success metrics.
Analytics Tools & Technical Enablement:
Leverage advanced Excel modeling data analysis and visualization to inform strategy and monitor performance.
Integrate AI and automation capabilities into decisioning targeting and personalization strategies.
Work with marketing data and engineering teams to enhance tools platforms and reporting infrastructure leveraging the implementation of Adobe 8.
Growth & Customer Strategy:
Develop and scale programs that increase product penetration and improve customer engagement.
Identify opportunities in underpenetrated or highly competitive markets and build targeted approaches.
Optimize lifecycle strategies to reduce churn and improve long-term customer value.
Communication & Enablement:
Develop clear executive-ready materials to communicate program strategy performance and recommendations.
Support frontline teams with positioning training and messaging.
Create visibility into program progress and impact across stakeholders.

Qualifications
8 years of experience in program management growth strategy customer lifecycle analytics or related fields
Strong expertise in business case development financial modeling and ROI analysis
Advanced proficiency in Excel (modeling forecasting scenario analysis)
Familiarity with AI/ML-driven decisioning and automation tools
Proven ability to lead cross-functional initiatives
Strong executive communication skills
Strategic thinker with attention to detail
Ability to manage multiple programs in a fast-paced environment