Sr. Manager, Customer Retention

Henry Schein One is a dental technology company focused on dental practice management and innovation. The Senior Manager, Customer Retention will develop and implement strategies to improve member retention, renewals, and lifetime value, while owning CRM, lifecycle communications, retention analytics, forecasting, and cross-functional initiatives. The role also manages a team of retention marketers.

Responsibilities:

• Retention Strategy & Performance:Own retention strategy and related revenue targets tied to voluntary member renewal, including performance across Web and Call Center channels
• CRM Platform & Segmentation Strategy:Own the segmentation and personalization strategy behind our CRM platform, applying member behavioral and lifecycle differences into segmentation logic, and directing the roadmap of platform enhancements needed to improve campaign performance
• Insights & Performance Reporting: Translate data from retention risk frameworks, member health scoring and renewal performance reporting into leadership-ready, action-oriented recommendations
• Retention Forecasting:Build and maintain forward-looking renewal revenue forecasts by channel, and drive the tactical response to close any gap
• Channel & Campaign Management:Direct multi-channel campaigns and tactics across the member journey, from new member onboarding through win-back
• Member Experience, Voice-Of-Customer & Cross-Functional Partnership: Synthesize voice-of-customer signals and partner with Product on member portal and renewal-funnel improvements, and with Contact Center on agent-facing retention scripts and renewal handling practices

Requirements:

• 10+ years of marketing experience, including 5+ years in customer retention or subscriber Marketing lead role
• 5+ years of management experience (any team size)
• Quantifiable track record of moving a primary retention and/or LTV metric at scale
• Demonstrated analytical rigor — a track record of turning cohort, segmentation, or health-scoring data into prioritized retention actions
• Strong knowledge and experience with CRM platforms (ie, Hubspot, Salesforce), including segmentation, automation and personalization
• Strong analytical, communication and organizational skills
• Proficient in Microsoft Excel, Outlook, PowerPoint, and Word
• Strong project management skills, with attention to detail and an ability to effectively prioritize and manage multiple projects
• Ability to communicate effectively with senior management and key stakeholders
• This position is Remote within the United States with up to 10% travel as needed
• Fluency in subscription or membership-renewal mechanics preferred