Director of Customer Strategy & Retention Marketing at AT&T in El Segundo, California

Job Description:

At AT&T we’re connecting the world with the coolest tech, communication and entertainment.  Our people are empowered and thrive in a culture of learning, diversity and collaboration.  Our passion to serve extends beyond our customers to our employees.  Our innovation is driven by an inclusive and collaborative environment where your voice is heard, and opportunities are limitless.  Ready to explore this opportunity?  

We are looking for a Director of Customer Strategy & Retention Marketing to join the AT&T Mobility business.

The mobility business is at the heart of the AT&T portfolio and the engine of success for our consumer operations. 

As a leader within our wireless business you will have the opportunity to shape our customer base marketing & offer portfolio that will reach more than 20 million accounts and 60m individual customer connections.

You will work with world class partners in our Analytics, Business Intelligence, Go-to-Market and Lifecycle Marketing Teams to develop personalized & relevant programs that engage, inform & retain our wireless subscribers. 

You will lead a team of highly capable marketing strategists to identify and highlight customer segments by value, risk & opportunity. You will define the best next step at every stage of the customer journey.

You are a marketer with strong consumer strategy experience, coupled with great communications & collaboration skills. Analytical, creative & innovative - you inspire and drive success in both direct and cross functional teams. 

This is an opportunity to be part of be part of an agile, fast moving wireless marketing team that has delivered sector leading results and change. 

Details:

• Design, Develop & Drive the adoption of retention & customer management programs across the AT&T mobility customer base.  Success will be measured by subscriber numbers, churn rates, customer profitability & life-time value
• Support for customer offer strategy. Investment in public & private offers to drive customer success. 
• Ensure offers & programs have operational support.  This includes working with the Sales Operations and Channels (Call Center, Retail, Online) teams to ensure campaigns have the right targeting and the correct offers so that we can deliver a positive customer experience
• Collaborate with team and partners on presentations and reports assessing program performance
• Evaluate impact on strategic marketing plans to achieve objectives 
• Support the introduction of marketing programs across the customer lifecycle using direct marketing, owned, paid and earned media

This role is located in El Segundo, CA; other locations may be considered.

Minimum:

• 10+ years’ marketing, strategic consultancy or customer lifecycle management experience
• Experience managing high performing teams 
• Business Case, Modeling & Analytical experience in consumer sector
• Technology experience in consumer connectivity, entertainment or CPG companies
• Understanding of Customer Valuation Models including Lifetime & Actual Customer Value
• Excellent Communication skills & ability to secure Executive level buy-in for new initiatives
• Retention and/or Customer facing marketing experience

Desired:

• Bachelor of Science degree in Marketing or Business
• Knowledge of wireless terminology, products, and services
• Knowledge of telecommunications industry and terminology

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