Manager, Retention Strategy

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The Manager, Retention Strategy is a member of the Xfinity Base Management Team and primarily responsible for driving the proactive base management strategy for Xfinity’s 30 million residential customers. As a subject matter expert in customer marketing and strategy, the Manager is accountable for partnering across Xfinity teams including Market & Competitive Growth Strategy, Consumer Research & Insights, EBI, Finance, product business units, external service providers, Consumer Marketing Growth and Engagement, and miscellaneous other stakeholders to identify critical insights and growth drivers that will increase the value of the residential customer base. The ideal candidate will be able to analyze and synthesize consumer data and insights and translate insights into clear and actionable strategies focused on proactively retaining and engaging customers. He/she will also collaborate across the organization to ensure the execution is tracked, measured, and fed back to draw conclusions and recommend improvements in marketing strategies and tactics. In this role, the Manager will combine marketing thought leadership with an understanding of Xfinity capabilities and objectives in support of KPIs. The position requires a proven track record of analyzing and leveraging data to build successful marketing strategies that are implemented across large, complex organizations.

Job Description

Core Responsibilities

• Build upstream base management discipline through close collaboration with the competitive, research, data science, finance, product, marketing, and sales organizations
• Partner with Consumer Research & Insights team, Competitive Team, EBI and other teams as needed to integrate relevant research findings into recommendations for proactive customer relationship management
• Develop project briefs to ensure execution aligns with strategic guidance
• Ensure the proper data and technology infrastructure to support marketing campaigns and promotions are in place
• Collaborate with EBI, Finance and reporting teams to structure tests, understand the financial risk, and measure individual campaign performance and develop specialized analytical requests as needed
• Build the strong relationships with internal stakeholders that are necessary to influence the execution that drives and sustains the business
• Lead with positivity and a well-established growth mind-set
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Minimum Qualifications

• Bachelors or equivalent. Masters degree preferred
• Generally requires 5-7 years of related experience marketing in a business-to-consumer environment
• Self-starter with the ability to work independently and thrive under pressure and in ambiguous situations
• Demonstrated ability to think strategically, understand business challenges and recommend effective strategic plans designed to drive results
• Ability to manage a complex workload with multiple priorities and tight deadlines while remaining focused on measuring results and improving performance
• Proven track record working with and influencing cross-functional teams at all levels of the organization, making data-based business decisions to drive results
• Strong verbal and written communication skills to share results and make recommendations to senior leadership and cross-functional teams

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Skills:

Retention Strategies; Marketing Strategies; Database Queries; Data Analysis; Cross-Functional Partnerships

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years