Senior Analyst Customer Base Marketing
Suddenlink Communications, Plano, TX, United States
Senior Analyst Customer Base Marketing
The Analyst, Customer Base Marketing is responsible for managing marketing campaigns using customer behavior, lifecycle performance, and engagement trends to support strategies that improve retention, reduce churn, and increase customer lifetime value (LTV). This role leverages existing reporting to identify customer needs and growth opportunities, strengthens onboarding and engagement experiences, and informs marketing program enhancements across the customer lifecycle. The ideal candidate is highly analytical, detail oriented, and skilled at translating complex customer reporting into actionable marketing insights that drive meaningful improvements in customer experience and financial performance. Responsibilities include: Analyze, and interpret reporting related to customer behavior, engagement patterns, churn, product adoption, & lifecycle performance Use existing dashboards and recurring reports to monitor core base management KPIs (e.g. churn, save rate, ARPU, tenure, onboarding completion, product penetration) Identify trends, risk indicators, & opportunities to enhance customer retention and engagement Evaluate the effectiveness of customer programs such as onboarding, loyalty initiatives, save/retention offers, referral programs, & mover experience workflows In conjunction with the Data Science Team, conduct A/B testing & performance deep dives to determine what drives higher engagement & reduced churn Implement data driven recommendations to optimize lifecycle communications, promotional strategies, & customer journeys Partner with Marketing, Data Science, Product, Customer Care, & Sales to ensure customer lifecycle initiatives align with customer needs, product capabilities, & business objectives Support the execution of go-to-market strategies for customer engagement initiatives (e.g. product migrations, adoption campaigns) Work with Finance to assess the financial impact of retention programs & forecast LTV improvements Create marketing strategies using analysis related to customer experience, lifecycle programs, loyalty strategies, & churn mitigation tactics Benchmark internal performance against industry norms & identify gaps or opportunities for innovation Provide clear, reporting-backed recommendations to enhance the customer experience & improve retention metrics Present insights and performance updates to leadership and cross functional stakeholders Continuously refine marketing methods using reporting and segmentation to improve accuracy and operational efficiency Qualifications include: Bachelor's degree in Business, Marketing, Data Analytics, Economics, Communications, or related field 24 years of experience in marketing, customer analytics, retention strategy, marketing analytics, CRM operations, or lifecycle management Strong proficiency in Excel and PowerPoint Experience with CRM systems like Adobe or Salesforce Solid understanding of customer lifecycle metrics Excellent problem-solving skills and attention to detail. Ability to communicate complex insights clearly and succinctly Experience in telecom, subscription services, or other industries with recurring revenue models
The Analyst, Customer Base Marketing is responsible for managing marketing campaigns using customer behavior, lifecycle performance, and engagement trends to support strategies that improve retention, reduce churn, and increase customer lifetime value (LTV). This role leverages existing reporting to identify customer needs and growth opportunities, strengthens onboarding and engagement experiences, and informs marketing program enhancements across the customer lifecycle. The ideal candidate is highly analytical, detail oriented, and skilled at translating complex customer reporting into actionable marketing insights that drive meaningful improvements in customer experience and financial performance. Responsibilities include: Analyze, and interpret reporting related to customer behavior, engagement patterns, churn, product adoption, & lifecycle performance Use existing dashboards and recurring reports to monitor core base management KPIs (e.g. churn, save rate, ARPU, tenure, onboarding completion, product penetration) Identify trends, risk indicators, & opportunities to enhance customer retention and engagement Evaluate the effectiveness of customer programs such as onboarding, loyalty initiatives, save/retention offers, referral programs, & mover experience workflows In conjunction with the Data Science Team, conduct A/B testing & performance deep dives to determine what drives higher engagement & reduced churn Implement data driven recommendations to optimize lifecycle communications, promotional strategies, & customer journeys Partner with Marketing, Data Science, Product, Customer Care, & Sales to ensure customer lifecycle initiatives align with customer needs, product capabilities, & business objectives Support the execution of go-to-market strategies for customer engagement initiatives (e.g. product migrations, adoption campaigns) Work with Finance to assess the financial impact of retention programs & forecast LTV improvements Create marketing strategies using analysis related to customer experience, lifecycle programs, loyalty strategies, & churn mitigation tactics Benchmark internal performance against industry norms & identify gaps or opportunities for innovation Provide clear, reporting-backed recommendations to enhance the customer experience & improve retention metrics Present insights and performance updates to leadership and cross functional stakeholders Continuously refine marketing methods using reporting and segmentation to improve accuracy and operational efficiency Qualifications include: Bachelor's degree in Business, Marketing, Data Analytics, Economics, Communications, or related field 24 years of experience in marketing, customer analytics, retention strategy, marketing analytics, CRM operations, or lifecycle management Strong proficiency in Excel and PowerPoint Experience with CRM systems like Adobe or Salesforce Solid understanding of customer lifecycle metrics Excellent problem-solving skills and attention to detail. Ability to communicate complex insights clearly and succinctly Experience in telecom, subscription services, or other industries with recurring revenue models