Base Marketing, Senior Manager Retention CRM

About the position The Marketing Senior Manager will be a member of the Business Markets Base Marketing Team leading customer marketing retention orchestration with our Business Specialists Team. Reporting into the Director, this Senior Manager will be responsible for driving a positive, coordinated, customer-centric experience. This is a pivotal role focused on improving the customer experience across key friction points to deliver improved year-over-year Small Business tenure and revenue.

Responsibilities

• Lead orchestration of marketing strategies with the Sales team to transform small business customer relationships, satisfaction, and retention.
• Spearhead Base Marketing oversight collaborating with key Business Marketing team workstream leaders, partner Marketing Teams, and CMO.
• Leverage partnerships to identify optimization and transformation opportunities, provide clear insights and strategies, and project manage delivery.
• Nurture a strong execution-focused mindset with the marketing and cross-functional teams to ensure that strategies are tied to loyalty, retention and revenue KPIs.
• Deliver marketing impact and business contribution readouts including initiative insights and data-anchored recommendations to optimize existing strategies and/or introduce new strategies.
• Requires the ability to package strategies and results into professional presentations for communication to peers, leadership, and executive levels of the organization.
• Represent Base Marketing strategy and action planning for new customer business experience to Marketing leaders and stakeholders.
• Ability to package fact-based recommendations clearly, ‘tell a story’ with data to leadership and connection with execution is critical for success in this role.
• All of the above align to the team’s goals of improving customer retention through relationship marketing and management in conjunction with the Business Experience Team.
• The successful candidate will be a self-motivated individual who is outgoing, a quick-learner, results driven, and a critical thinker with attention to detail and experience in omni-media, omni-channel campaign and initiative orchestration.

Requirements

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
• Experience in Marketing, demonstrated through work in Base Marketing, CRM, Customer Retention, or Business Transformation.
• Experience managing cross-functional teams across all levels of the organization; gaining alignment to support strategies and changes.
• Experience using data and analytics to inform and improve marketing strategies.
• Experience presenting marketing results and business impact.
• Demonstrated experience presenting recommendations for strategy improvements with strong justifying evidence to defend these recommendations to senior leadership.
• Experience with balancing multiple priorities to meet deadlines in a fast-paced environment.
• Experience with Google Suite.

Nice-to-haves

• Bachelor’s degree.
• Masters, MBA a plus.
• Demonstrable experience employing AI.
• Experience with proactive customer relationship management (CRM) programs.
• Experience in, or working, with call centers and sales teams
• Experience with sales tools such as SFDC or B360.
• Strong verbal communication skills.
• If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Benefits

• Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon.
• From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance.
• We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package.
• Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc.
• Newly hired employees receive up to 15 days of vacation per year, which grows with additional service.
• For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.