Associate Director Customer Retention Orchestration
Verizon, Baltimore, MD, United States
Overview
The Associate Director (AD) will be a member of the Base Marketing team, leading the Defend activation and orchestration across the VBG organization. Reporting directly to the Director of Defend Strategy, the AD will drive the base churn program execution strategy for small and medium businesses, global enterprises, and public sector customers. The AD will manage a team of marketers and drive churn and retention goals through a deep understanding of available channels and systems, and strong execution skills.
The AD will operate by leading peers from cross‑functional teams, including but not limited to: Sales, Marketing, Customer Experience, Care, Martech, Digital, and AI groups.
Responsibilities
Transform high‑level VBG retention strategies into live, functional customer treatments. The role is the primary driver of activation—responsible for the end‑to‑end save journey work, orchestration of “Defend” programs across all rep‑facing and customer‑facing systems. The role bridges the gap between a marketing idea and a functioning action in the field.
The AD is responsible for ensuring that the requirements for every “Save” action are accurately translated into logic for systems and platforms teams for execution with IT partners and vendors.
Lead a team of marketers in this High‑Velocity Activation Hub: a specialized team of activation and orchestration experts to transform complex “Defend” strategies into live, omni‑channel experiences. The AD is responsible for the end‑to‑end deployment of churn‑reduction programs, ensuring zero‑defect execution to hit aggressive VBG retention milestones.
Ensure that “Next Best Action” (NBA) and “Next Best Offer” (NBO) logic is correctly mapped and triggering across all omni‑channel touchpoints with a high‑quality emphasis on superior Care execution across those platforms (inbound and outbound). Build this keeping unique systems access, platform availability, and motions catering to the diverse types of customers available across VBG.
Lead the team to drive end‑to‑end validation for all retention‑focused system deployments. The AD team is the final “green light” for ensuring that offer logic, pricing, and eligibility function perfectly in‑market before customer‑facing experience or marketing communications are triggered.
Ensure a “Save Action” perspective is unified across all channels. Whether a customer interacts via a self‑service portal, a retail store, or a call center, the AD helps manage their team to orchestrate to provide a consistent, personalized experience.
Surgical Treatment Deployment: Execute the CRM roadmap by activating surgical treatments for line, account, and product churn. Use performance data to troubleshoot and refine campaign delivery in real‑time, ensuring maximum reach and effectiveness.
Workstream Leadership: Lead the “E2E Execution” workstreams for device upgrades and pricing, as well as save action value‑prop strategies.
Qualifications
Bachelor’s degree or four or more years of work experience.
Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
Deep understanding of Next Best Action (NBA) and Next Best Offer (NBO) logic, including experience mapping complex eligibility and pricing rules within CRM and MarTech platforms.
Three or more years of experience leading and developing a team of high‑performing marketers in a high‑velocity, “activation hub” environment.
Experience translating high‑level marketing strategies into functional, live customer treatments across diverse channels (Digital, Retail, Call Center, and Sales).
Preferred Qualifications
A Master’s degree in Business Administration, Finance, Marketing, or Analytics.
Understanding of direct marketing and Sales best practices across key tactics (Email, Direct Mail, SMS, Digital, Outbound, etc).
Understanding of key CRM and Sales platforms and systems (i.e., Adobe, Salesforce, Pega, and POS systems).
Strong understanding of customer analytics and campaign success measures.
Ability to translate complex ideas and express them in concise, simple‑to‑understand ways.
Ability to work under pressure in a fast‑paced environment and multitask across projects.
Comfortable with continuously changing priorities.
Strong analytical, problem‑solving, and planning skills.
Ability to interface with executive and C‑suite leadership to develop and represent work.
Work Schedule In this hybrid role, you’ll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.
Scheduled Weekly Hours: 40 hours.
Equal Employment Opportunity Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.
Compensation and Benefits Our benefits are designed to help you move forward in your career and in areas of your life outside of Verizon. Benefit options include medical, dental, vision, short and long‑term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance, group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company‑paid holidays per year, up to 6 personal days per year, paid parental leave, adoption assistance, tuition assistance, and other incentives. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, and allowances. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. Part‑time coverage may vary.
The annual salary range for the location(s) listed on this job requisition based on a full‑time schedule is: $114,000.00 – $219,000.00.
The annual salary range for the Colorado location(s) listed on this job requisition based on a full‑time schedule is: $125,500.00 – $219,000.00.
The annual salary range for the Illinois location(s) listed on this job requisition based on a full‑time schedule is: $125,500.00 – $219,000.00.
The annual salary range for the Maryland location(s) listed on this job requisition based on a full‑time schedule is: $125,500.00 – $219,000.00.
The annual salary range for the New York location(s) listed on this job requisition based on a full‑time schedule is: $125,500.00 – $219,000.00.
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The AD will operate by leading peers from cross‑functional teams, including but not limited to: Sales, Marketing, Customer Experience, Care, Martech, Digital, and AI groups.
Responsibilities
Transform high‑level VBG retention strategies into live, functional customer treatments. The role is the primary driver of activation—responsible for the end‑to‑end save journey work, orchestration of “Defend” programs across all rep‑facing and customer‑facing systems. The role bridges the gap between a marketing idea and a functioning action in the field.
The AD is responsible for ensuring that the requirements for every “Save” action are accurately translated into logic for systems and platforms teams for execution with IT partners and vendors.
Lead a team of marketers in this High‑Velocity Activation Hub: a specialized team of activation and orchestration experts to transform complex “Defend” strategies into live, omni‑channel experiences. The AD is responsible for the end‑to‑end deployment of churn‑reduction programs, ensuring zero‑defect execution to hit aggressive VBG retention milestones.
Ensure that “Next Best Action” (NBA) and “Next Best Offer” (NBO) logic is correctly mapped and triggering across all omni‑channel touchpoints with a high‑quality emphasis on superior Care execution across those platforms (inbound and outbound). Build this keeping unique systems access, platform availability, and motions catering to the diverse types of customers available across VBG.
Lead the team to drive end‑to‑end validation for all retention‑focused system deployments. The AD team is the final “green light” for ensuring that offer logic, pricing, and eligibility function perfectly in‑market before customer‑facing experience or marketing communications are triggered.
Ensure a “Save Action” perspective is unified across all channels. Whether a customer interacts via a self‑service portal, a retail store, or a call center, the AD helps manage their team to orchestrate to provide a consistent, personalized experience.
Surgical Treatment Deployment: Execute the CRM roadmap by activating surgical treatments for line, account, and product churn. Use performance data to troubleshoot and refine campaign delivery in real‑time, ensuring maximum reach and effectiveness.
Workstream Leadership: Lead the “E2E Execution” workstreams for device upgrades and pricing, as well as save action value‑prop strategies.
Qualifications
Bachelor’s degree or four or more years of work experience.
Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
Deep understanding of Next Best Action (NBA) and Next Best Offer (NBO) logic, including experience mapping complex eligibility and pricing rules within CRM and MarTech platforms.
Three or more years of experience leading and developing a team of high‑performing marketers in a high‑velocity, “activation hub” environment.
Experience translating high‑level marketing strategies into functional, live customer treatments across diverse channels (Digital, Retail, Call Center, and Sales).
Preferred Qualifications
A Master’s degree in Business Administration, Finance, Marketing, or Analytics.
Understanding of direct marketing and Sales best practices across key tactics (Email, Direct Mail, SMS, Digital, Outbound, etc).
Understanding of key CRM and Sales platforms and systems (i.e., Adobe, Salesforce, Pega, and POS systems).
Strong understanding of customer analytics and campaign success measures.
Ability to translate complex ideas and express them in concise, simple‑to‑understand ways.
Ability to work under pressure in a fast‑paced environment and multitask across projects.
Comfortable with continuously changing priorities.
Strong analytical, problem‑solving, and planning skills.
Ability to interface with executive and C‑suite leadership to develop and represent work.
Work Schedule In this hybrid role, you’ll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.
Scheduled Weekly Hours: 40 hours.
Equal Employment Opportunity Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.
Compensation and Benefits Our benefits are designed to help you move forward in your career and in areas of your life outside of Verizon. Benefit options include medical, dental, vision, short and long‑term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance, group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company‑paid holidays per year, up to 6 personal days per year, paid parental leave, adoption assistance, tuition assistance, and other incentives. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, and allowances. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. Part‑time coverage may vary.
The annual salary range for the location(s) listed on this job requisition based on a full‑time schedule is: $114,000.00 – $219,000.00.
The annual salary range for the Colorado location(s) listed on this job requisition based on a full‑time schedule is: $125,500.00 – $219,000.00.
The annual salary range for the Illinois location(s) listed on this job requisition based on a full‑time schedule is: $125,500.00 – $219,000.00.
The annual salary range for the Maryland location(s) listed on this job requisition based on a full‑time schedule is: $125,500.00 – $219,000.00.
The annual salary range for the New York location(s) listed on this job requisition based on a full‑time schedule is: $125,500.00 – $219,000.00.
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