Job Summary
The Executive Director of Base Management Strategy will be responsible for developing and overseeing a holistic data-driven, insights-led base management strategic approach to drive lifetime value. This role requires a strategic thinker and strong executor with a proven track record of driving large scale programs and tactical execution. The ideal candidate will have significant experience in leading cross-functional teams, managing complex projects, and delivering results in a fast-paced environment. We are looking for an individual who will challenge the status quo and harness the power of AI/ML and iterative test and learn to drive customer growth and retention. Ideal candidate will have strong people leadership experience and strategic, analytical and financial acumen.Job Description
Core Responsibilities
- Oversee customer base management to maximize customer lifetime value, reduce churn, and enhance customer satisfaction.
- Partner with competitive insights to inform retention strategies and approve retention strategy deployment, coordinating with division finance for alignment.
- Establish short and long-term loyalty strategy - inclusive of Xfinity Rewards as a component
- Work closely with product development, sales, marketing, and customer service teams to ensure cohesive and effective go-to-market plans including impactful Marketing/Media integration.
- Provide strategic direction on key customer segments, KPI's and overall objectives to the broader marketing & sales team and partner closely with lifecycle communications team to execute
- Partner closely with finance on business cases to support base management programs and offer playbooks to drive revenue, upsell and retention
- Collaborate with division partners to ensure robust integration within local strategy to enhance overall base management impact
Qualifications:
- Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
- 10+ years of experience in marketing & sales, or related roles within the telecommunications industry.
- Proven track record of leading successful customer growth and retention strategies.
- Strong analytical skills with the ability to interpret market data and make data-driven decisions.
- Excellent leadership and team management skills, with experience leading large, cross-functional teams.
- Exceptional communication and interpersonal skills, with the ability to influence and collaborate at all levels of the organization.
- Strategic thinker with a proactive and innovative approach to problem-solving.
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.
- Respect and promote inclusion & diversity.
- 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 proud to be 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:
Marketing; Business Planning; Taking Initiative
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
10 Years +
