Manager, Marketing Base Customer Retention & Loyalty

Job Description

Job Summary

Responsible for executing all customer retention marketing efforts to grow customers and maintain current subscriber base. Plans and develops retention marketing outreach programs, including reactive and proactive strategies. Analyzes customer churn across customer segments and channels and partners with retention, payment services, HQ, Divisional and Regional teams. Serves as marketing contact for employees and outside vendors. Tracks market trends, analyzes results and draws conclusions about performance in order to recommend improvements to marketing strategies and tactics. Manages partners and vendors which may include exempt and non-exempt employees. Serves as subject matter expert and provides guidance to employees as required. Develops process and procedures to drive department efficiencies. Assists in development and meeting of departmental budget.

Job Description

Core Responsibilities

• Manages and guides Marketing Research Analysts and Representatives within the Market Research & Planning team.
• Works with the VP, Director and cross-functional VPs and Directors in creation and implementation of research training modules.
• Manages the execution of research projects and provides reports/summaries of findings.
• Interprets market research data, analyzes market and product trends, customer insights and strategy and makes recommendations to business based on findings.
• Assists to perform periodic performance reviews and provides feedback, coaching and disciplinary action.
• Identifies and stays current on new trends and seeks new ways to utilize research to support Company initiatives.
• Oversees the research of target markets, ratings and market responses to programs and campaigns.
• Manages market research budget.
• Works with divisions and regions to design data collection methods and analysis processes.
• Oversees vendor management and works to ensure that consistent quality control and project objectives are met.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

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 an EOE/Veterans/Disabled/LGBT employer.

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

5-7 Years

Salary:

Pay Range: $98,806.49 - $148,209.74

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

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. 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.

Salary:

Pay Range: $98,806.49 - $148,209.74

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

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. 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.