Senior Marketing Retention Lead

Senior Marketing Retention Lead

EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.

Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Our Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a passion for change and the power to drive it, we continue to push boundaries and be a disruptive force in the market.

Job Duties and Responsibilities

Are you a highly analytical and strategic individual passionate about customer loyalty, churn prevention, and driving measurable business outcomes?

Boost Mobile is seeking a Senior Marketing Retention Lead to play a pivotal role in developing and executing cutting-edge strategies to enhance customer lifetime value and optimize agent performance within our retention organization. This position is instrumental in leveraging data science, business intelligence, and advanced AI/Machine Learning solutions to proactively address churn, identify key trends, and foster strong agent and network partnerships. If you're a results-driven professional eager to make a significant impact on our customer experience and bottom line, this is the opportunity for you.

Key Responsibilities:

Customer Experience & Insights

Translate customer insights from the Customer Experience (CX) Organization into strategic, customer-centric retention initiatives.

Analyze daily customer feedback and CX cancel reasons to identify critical trends, root causes, and actionable retention opportunities.

Offer Strategy & Performance

Own and rigorously optimize the agent loyalty offer waterfall, including performance analysis of innovative device offers.

Develop and manage sophisticated save offer strategies, conducting operational and financial analysis to secure cross-functional and finance alignment.

Partner with CX for seamless implementation and continuous performance management of all save offers.

Operational Strategy & Management

Develop and execute the incident playbook to proactively mitigate business-wide retention risks.

Lead the strategy for key metrics (credits, calls, call reasons), collaborating with CX on implementation and monitoring.

Collaborate cross-functionally to develop and optimize the IVR strategy to enhance customer experience and retention.

Advanced Analytics & Partnerships

Own end-to-end AI/NBA (Next Best Action) development and implementation, refining customer budget recommendations and exploring new applications.

Partner with analytics teams to enhance churn propensity models and develop proactive, commitment-based offers for high-risk customers.

Cultivate strong agent and network partnerships to ensure effective strategy execution and holistic retention optimization.

Monitor the competitive landscape for retention best practices and emerging opportunities.

Skills, Experience and Requirements

Education and Experience:

Bachelor's degree in Business, Marketing, Data Analytics or a related quantitative field.

5+ years of experience in analysis of customer retention, loyalty, and marketing data; or a related strategic role supporting subscription business models.

Experience with offer management, financial analysis, and performance optimization in a dynamic environment.

Skills and Qualifications:

Strong analytical and critical-thinking abilities with an exceptional focus on detail and accuracy, coupled with the ability to interpret complex data and translate it into clear, actionable insights.

Excellent communication and interpersonal skills, with the ability to convey complex findings clearly and persuasively to diverse audiences.

Proven ability to develop and implement impactful strategic initiatives that drive measurable business outcomes.

Results-driven mindset with a proactive and innovative approach to problem-solving and a dedication to continuous improvement.

Proficiency in data visualization tools (e.g., Tableau) and advanced Excel skills.

Familiarity with AI/NBA tools and their application in customer retention is a significant plus.

Visa sponsorship not available for this role.