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Customer Lifecycle Strategist

2 months ago

Charlotte, North Carolina, United States Brightspeed Full time

{"h1": "Customer Lifecycle Manager", "p": "At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

As a Customer Lifecycle Manager, you'll design CRM strategies that match Brightspeed business needs with customer needs – everything from welcome & onboarding journeys, to key customer marketing initiatives, to recurring and ad-hoc critical communications.

Responsibilities:

* Design, manage and optimize customer lifecycle campaigns thru key CRM channels
* Own creative development and contact strategy for recurring and ad-hoc customer communications
* Support the creation of a customer-centric lifecycle strategy that deepens product and service awareness, and optimizes customer lifetime value
* Identify customer segments for targeted marketing programs and plan customer offers and incentive programs to deliver ROI-positive results
* Support the design of churn-reduction journeys for key customer segments
* Design reporting requirements to ensure ongoing testing, learning and analysis of key campaigns

Requirements:

* Bachelor's Degree in Business Administration, Marketing or related field
* 5+ years of Marketing, CRM, Customer Lifecycle, Direct Marketing, Digital Marketing or relevant experience
* Strong business acumen and excellent written and oral communication skills
* Self-starter with the ability to manage competing priorities, driving both strategic and tactical activities in parallel
* Experience leading and influencing both internal and external teams in an ambiguous environment while maintaining a customer centric philosophy is paramount
* Knowledge in fundamental business principles of customer journey or customer lifecycle mapping
* A \"get stuff done\" attitude and work ethic to match

Bonus Points:

* Master's Degree
* Experience in developing customer journey frameworks
* Knowledge of Marketing Technology systems such as Adobe and Salesforce
* Telecommunications industry experience

Why Brightspeed?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:

* Brightspeed's Privacy Notice for California Residents
* Brightspeed's Privacy Notice
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