Manager, Retention Marketing

SiriusXM is the leading audio entertainment company in North America, and they are seeking a Manager, Retention Marketing to evolve their retention business and mitigate churn. This role involves collaborating with cross-functional teams to execute data-driven campaigns aimed at customer retention and business growth.

Responsibilities:

• Continuously monitor and analyze churn metrics, KPIs, and leading indicators to extract actionable insights and identify trends for improvement
• Develop and implement data-driven churn strategies aimed at reducing customer attrition, improving retention rates, and maximizing revenue from customers indicating intent to cancel
• Leverage customer data analytics to pinpoint retention improvement opportunities, emphasizing segmentation and revenue impact
• Partner closely with cross-functional team as we evolve use of AI and expand into digital channels to manage save interactions to ensure cohesive and personalized cross-channel offer/save strategy
• Collaborate with Analytics, Contact Center, Finance, and Marketing teams to identify churn root causes and deploy both reactive and proactive retention tactics based on insights
• Stay informed on industry trends, best practices, and emerging technologies in retention marketing to integrate learnings into strategic development and execution
• Cultivate strong relationships with key stakeholders, including senior leadership, to secure buy-in and support for analytics-driven retention initiatives
• Manage projects from ideation to production, ensuring alignment with stakeholders and incorporating insights throughout the process
• Act as a liaison between cross-functional teams (Contact Center, Legal, Digital Experience, IT & Analytics) to facilitate program development and execution based on data insights
• Provide ongoing performance feedback and comprehensive business insights to motivate cross-functional teams toward excellence
• Deliver regular reports and updates on retention performance, emphasizing successes, challenges, and improvement opportunities to senior leadership

Requirements:

• 5+ years of marketing experience, preferably on a subscription service
• Proven track record of developing and executing successful retention marketing strategies that drive business results
• Demonstrate excellent attention to detail, time management skills, and an ability to prioritize multiple tasks in a highly fluid, fast-paced environment
• Strategic thinker with the ability to see the big picture while also paying attention to detail
• Strong sense of curiosity paired with analytical thinking and experience using data-driven insights to inform decision-making and campaign optimization
• Passion for customer experience and a commitment to delivering value and satisfaction to customers
• Results-Oriented: You are someone that drives outcomes with a demonstrated track record for improving results in business performance. You take a focused approach towards action and rapid testing. You know how to extract learnings from both wins and losses
• Bachelor's degree with focus on marketing or related field, or equivalent, relevant experience
• Exhibit strong verbal and written communication skills, public speaking, presentation skills and excellent interpersonal skills
• Ability to operate independently and effectively in a matrixed environment, aggressively managing projects to achieve goals
• Thorough knowledge of MS-Office Suite (Excel, PowerPoint, Word, Outlook)
• Must have legal right to work in the U.S