Senior Director, Retention Marketing and Customer Experience

5 days ago

Farmington Hills, Michigan, United States Sirius XM Radio Inc Full time
About the Role:

As the Senior Director of Retention at SiriusXM, you will be responsible for leading the development, execution, and evaluation of strategies to reduce customer churn, improve revenue, and enhance the customer experience. This role requires a strategic thinker with strong leadership skills and a track record of driving results in a fast-paced environment.

Key Responsibilities:

Develop and implement comprehensive churn strategies to reduce customer attrition and improve retention rates among those who identify an intent to cancel
Utilize data analytics and customer insights to identify opportunities for improving retention with a focus on segmentation and revenue outcomes

Collaborate cross-functionally with Analytics, Contact Center, and Marketing teams to identify root causes of churn and implement reactive and proactive retention tactics.

Continuously monitor and analyze churn metrics, KPIs, and leading indicators to identify trends, insights, and opportunities for improvement.

Stay current on industry trends, best practices, and emerging technologies in retention marketing, incorporating learnings into strategy development and execution.

Develop and maintain strong relationships with key stakeholders, including senior leadership, to gain buy-in and support for retention initiatives.
Manage projects from ideation to production, aligning with stakeholders along the way
Serve as liaison between cross-functional teams (i.e. Contact Center, Legal, Digital Experience, IT & Analytics) to support program development and execution.
Provide ongoing performance feedback and broader business insights, thereby motivating the best work possible from internal cross functional teams
Provide regular reporting and updates on retention performance, highlighting successes, challenges, and opportunities for improvement to senior leadership.

Requirements:

12+ years of marketing experience, preferably on a subscription service
Proven track record of developing and executing successful retention marketing strategies that drive business results.

Demonstrate excellent attention to detail, time management skills, and an ability to prioritize multiple tasks in a highly fluid, fast-paced environment.

Strategic thinker with the ability to see the big picture while also paying attention to detail.
Strong sense of curiosity paired with analytical thinking and experience using data-driven insights to inform decision-making and campaign optimization.
Passion for customer experience and a commitment to delivering value and satisfaction to customers.

What We Offer:

At SiriusXM, we offer a competitive salary range of $139,500.00 to $199,500.00, depending on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

About SiriusXM:

SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

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