Marketing Director Customer Retention

Verizon • Basking Ridge, NJ • 2h ago

When you join VerizonYou want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.What you'll be doing...The Director will be a member of the Base Marketing team, leading the Defend strategy and orchestration across the VBG organization. Reporting directly to the Senior Director, Base Marketing, this individual will be responsible for driving base churn program strategies for small and medium businesses, global enterprises, and public sector customers. Additionally, they will manage a team of leaders and drive business churn and retention goals via strong problem-solving skills, decisioning and real-time marketing investments to drive loyalty within the customer base.The Director will operate by leading peers from cross-functional teams, including but not limited to: Sales/Marketing leadership, Customer Experience, Care, Martech, Digital, Database Marketing, Finance, Data Science & Customer Analytics.Responsibilities:- Lead teams of highly skilled marketers to strategize PrimeBase/Defend strategy personalized by individual VBG segments and customer @types. Nurture a high-velocity culture within internal teams and partners, focusing on the E2E delivery of churn work, leveraging data-led curiosity, innovation, and strengthened execution orientation to drive wins for the business.- Full-Base "Defend" Stewardship: Provide comprehensive leadership for all proactive and reactive churn-reduction workstreams. Govern the VBG "Save Playbook," architecting how the business combats line, account, product, and feature-level disconnects across all individual business segments.- Nurture a relentless, execution-focused mindset within internal teams and partners. The role is responsible for ensuring that every CRM campaign and customer-centric initiative is high-velocity, high-impact, and directly tied to profitable retention with full journey and system plumbing.- PrimeBase Strategy & Personalization: Lead teams of highly skilled marketers to develop and evolve the PrimeBase/Defend strategy. Transition the organization from segment-level tactics to personalized, 1:1 interventions based on unique insights for small biz, public sector, and global enterprise customers.- Executive Narrative & Advocacy: Represent the Base Management strategy and "Defend" action plans to Marketing and Sales senior executive leadership. You must "tell a story" with data, transforming complex churn trends into clear, fact-based recommendations that connect high-level strategy to bottom-line execution.- Decisioning & Offer Strategy: Architect a sophisticated Next Best Action decisioning framework. Translate behavioral and propensity data into "Surgical Treatments"-leveraging automated logic to deliver the right offer at the right time across all VBG touchpoints, expanding the PrimeBase work.- Economic Modeling & Business Casing: Partner with Finance to build robust business cases for offer strategies, ensuring every "Defend" action is optimized for Customer Lifetime Value (CLV) and long-term profitability. Drive thinking, stakeholder engagement, and approvals for save offer products, including innovation required for new 1:1 offer/save decisioning curated for individual business segments. Act as the strategic guide for offer development to reduce disconnects and elevate customer value.- Save Strategy Framework Evolution: Launch and drive strategic scaling of a new save strategy framework, utilizing ca

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