Director, Marketing Strategy – Customer Base Management and Retention

Brightspeed

. Develop and execute a comprehensive customer base management strategy aligned with growth, revenue, and retention objectives .

Posted 11/10/2026full-timeRemote • North Carolina • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer lifecycle marketing, retention strategies, and revenue growth within telecommunications and subscription-based services. Proven ability to leverage analytics and strategic insights to optimize customer engagement and drive measurable business outcomes.

Highest-signal resume keywords

Customer Lifecycle MarketingRetention StrategyRevenue GrowthPricing OptimizationCustomer Analytics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SegmentationPredictive ModelingMarketing AutomationBusiness Case DevelopmentFinancial ForecastingPromotional PricingOffer ManagementARPU ExpansionLifecycle Marketing ProgramsChurn Prevention

Soft Skills

Strategic ThinkingExecutive CommunicationCross-Functional LeadershipTeam DevelopmentInfluencing Senior Leadership

Tools & Technologies

Advanced AnalyticsAI-Driven InsightsCampaign Effectiveness ToolsCustomer Experience PlatformsMarketing ROI Measurement

Certifications & Qualifications

MBAAdvanced Degree in BusinessAdvanced Degree in MarketingAdvanced Degree in Analytics

Industry Keywords

TelecommunicationsSubscription-Based ServicesCustomer RetentionDigital Customer EngagementBroadbandFiberInternet Service Providers

About the role

Key responsibilities & impact

Develop and execute a comprehensive customer base management strategy aligned with growth, revenue, and retention objectives
Drive ARPU expansion through pricing strategies, speed upgrades, value-added services, product migrations, and targeted cross-sell opportunities
Identify growth and retention opportunities across customer segments, geographic markets, and competitive environments
Own the strategic roadmap for customer base initiatives and align it with financial targets and enterprise priorities
Lead proactive retention, churn prevention, customer win-back, and loyalty strategies
Develop targeted lifecycle marketing programs to strengthen customer engagement during early tenure and critical customer milestones
Partner with Customer Experience, Sales, and Operations to improve customer journeys and reduce avoidable churn
Establish differentiated retention and offer strategies based on customer value, competitive dynamics, and behavioral insights
Lead customer offer strategy, including promotional pricing, retention incentives, product upgrades, and targeted marketing programs
Partner with Pricing, Product, and Finance to optimize offer economics, promotional investments, and profitability
Evaluate business cases, financial forecasts, and program performance to maximize incremental revenue and return on investment
Establish governance and performance measures for customer offers and marketing initiatives
Leverage advanced analytics, customer segmentation, predictive modeling, and AI-driven insights to identify growth opportunities and optimize customer engagement
Partner with Analytics and Technology teams on personalized marketing, next-best-action strategies, and campaign effectiveness
Establish performance metrics and accountability for revenue growth, retention, customer adoption, and marketing ROI
Continuously evaluate program effectiveness and refine strategies based on measurable customer and financial outcomes
Serve as a strategic partner across Marketing, Sales, Customer Experience, Digital, Product, Finance, Technology, and Operations
Lead and develop a high-performing team focused on customer strategy, lifecycle marketing, analytics, and offer management
Influence senior leadership through actionable insights, strategic recommendations, and business performance reporting
Ensure customer programs are executed consistently, efficiently, and in alignment with regulatory requirements and customer experience standards

Requirements

What you’ll need

Bachelor's degree in Marketing, Business, Analytics, or a related field
10+ years of progressive experience in telecommunications, subscription-based services, customer lifecycle marketing, revenue growth, or retention strategy
5+ years of experience leading customer growth, pricing, offer management, or retention strategies
At least 3 years of people leadership experience
Demonstrated success driving measurable improvements in revenue, ARPU, customer retention, and marketing effectiveness
Strong financial acumen, including developing business cases, evaluating offer economics, and managing marketing investments
Experience leveraging customer analytics, segmentation, marketing automation, and predictive modeling
Exceptional strategic thinking, executive communication, and cross-functional leadership capabilities
MBA or advanced degree in Business, Marketing, or Analytics is a bonus
Experience within telecommunications, broadband, fiber, or internet service providers is a bonus
Expertise in customer lifecycle management, competitive retention strategies, pricing optimization, and digital customer engagement is a bonus

Benefits

Comp & perks

Competitive compensation
Medical insurance
Dental insurance
Vision insurance
Life insurance
Employee assistance program
401K plan with company match
Voluntary benefits
Paid time off
Wellness support through physical, emotional, and financial health programs
Hybrid workforce and technology enabling team connectivity
Reasonable accommodation support during the application and hiring process