Full TimeStamford, ConnecticutPosted 04/22/2025Business unit: MarketingAreas of interest: Business Analysis, Research/Analysis, LeadershipRequisition Number: 2025-52390MPD834
JOB SUMMARY
We are seeking a visionary Senior Director, Digital Strategy and Operations to lead the strategy, roadmap, and execution of our digital retention initiatives. This individual will be responsible for enhancing the end-to-end digital experience that drives customer loyalty, customer save rate and incremental growth. The ideal candidate is a strategic thinker with strong data acumen, a customer-first mindset, and a proven track record in building high-performing digital journeys that retain and re-engage users.
MAJOR DUTIES AND RESPONSIBILITIES
Own the digital retention experience roadmap, setting short- and long-term goals aligned with company growth and churn reduction targets.
Define and execute the digital strategy to engage and retain customers across the newly created web application designed to drive customer save-rate.
Collaborate with Product, Design, Engineering, Marketing, and Analytics teams to bring retention features and campaigns to life.
Leverage customer journey analytics, offers and pricing insights and instincts to push forward pricing and packaging enhancements and next-best offer recommendations.
Lead data orchestration and performance optimization, ensuring insights drive continuous improvement in retention tactics.
Develop and manage KPIs to track customer behavior, campaign effectiveness, and cohort performance.
Leverage segmentation, personalization, and automation tools to deliver tailored retention journeys.
Advocate for the voice of the customer, ensuring the digital experience meets evolving needs and expectations.
Provide executive-level reporting on retention metrics, test outcomes, and roadmap progress.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Expert ability to quickly understand highly complex systems, applications, and business processes and procedures
Demonstrated ability to lead and facilitate insight development and creative ideation
Ability to think across disciplines, industries, cultures and scenarios
Ability to identify issues of a highly complex nature and effectively resolve
Ability to interface and communicate with department managers and VPs
Ability to lead and motivate others
Ability to critically evaluate and interpret data
Self-starter who is able to work independently
Demonstrated consistent history of identifying and questioning assumptions and finding creative and effective solutions
Effective flowcharting and process documentation skills
Effective analytical and project management skills
Expert Excel data analysis skills
Strong business acumen and sense of urgency to achieve business results
Expert foundation in Agile development and best practices
Expert foundation in reporting, data mining, and predictive modeling
Expert understanding of telecommunications industry and the products and services offered
Advanced verbal, interpersonal and written communication skills and a proven ability to work well with people at all levels and across all functions of the organization to achieve success
Required Education
Bachelor’s degree or equivalent experience
Required Related Work Experience and Number of Years
Consulting and/or Business Analysis experience - 10+ Experience in project planning and operational analysis - 8+ Experience leading strategic engagements - 6+ Prior Leadership - 5+
PREFERRED QUALIFICATIONS
Preferred Education
Master's degree
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MPD834 2025-52390 2025
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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