Manager, Customer Growth Activation

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The Manager, Customer Retention Strategy & Activation is a member of the Xfinity Retention Team and primarily responsible for implementing strategic marketing programs targeted to the Xfinity Residential customer base. This individual is accountable for efficiently and effectively translating strategy into executable marketing plans to drive incremental revenue and reduce churn among existing Xfinity customers. As a subject matter expert in customer marketing, the Manager partners across Xfinity teams including EBI, AI Product, Finance, Communications, Care/Retention, Outbound Telemarketing, Retail, and miscellaneous other stakeholders to ensure quarterly marketing programs focused on retaining and engaging customers align with strategic objectives. He/she will also collaborate across the organization to ensure campaign performance is tracked, measured, and fed back to the strategy team to draw conclusions and recommend improvements in marketing strategies and tactics. In this role, he/she will combine marketing thought leadership with an understanding of Xfinity capabilities and objectives to support KPIs across Comcast. The position requires a proven track record of building successful marketing programs to accomplish strategic objectives.

Job Description

Core Responsibilities: 

• Facilitate customer retention strategy implementation to grow the value of key segments within the Xfinity residential customer base  
• Develop and deploy quarterly activation plans across tactics and channels 
• Create project briefs and requirements to ensure execution aligns with strategic guidance 
• Collaborate with data analysts to measure individual campaign performance and socialize overall marketing impact 
• Build strong relationships with internal stakeholders to influence the in-quarter execution that drives and sustains the business  
• Support digital first initiatives by driving customers to low-cost digital channels with quick, hassle-free ways to repackage and/or engage with their service online or in-app   
• Lead with positivity and a well-established growth mindset 

Job Requirements: 

• Bachelors or equivalent. Masters degree preferred 
• Generally requires 5-7 years of related experience in omni-channel marketing in a business-to-consumer environment 
• Self-starter with the ability to work independently and thrive under pressure and in ambiguous situations  
• Demonstrated ability to think strategically, understand business challenges and recommend effective plans designed to drive results 
• Ability to manage a complex workload with multiple priorities and tight deadlines while remaining focused on measuring results and improving performance 
• Proven track record working with and influencing cross-functional teams at all levels of the organization, making data-based business decisions to drive results  
• Strong verbal and written communication skills to share results and make recommendations to senior leadership and cross-functional teams 

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Skills:

Customer Experience (CX); Deadline Management; Strategic Objectives; Omnichannel Marketing; Customer Feedback; Prioritization

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years