Responsibilities

• Lead development of AT&T’s customer lifecycle marketing strategy across onboarding, growth, retention, loyalty, service, and advocacy journeys
• Translate business objectives into lifecycle priorities, marketing roadmaps, and customer experience strategies.
• Define lifecycle frameworks, value drivers, and customer growth opportunities across products and customer segments.
• Develop annual strategic plans and long-term CRM growth strategies aligned to business goals.
• Identify emerging customer, competitive, and market trends to shape future CRM investments.
• Serve as the CRM organization’s leader for customer intelligence and lifecycle insights.
• Synthesize customer research, behavioral data, campaign performance, NPS, CSAT, churn signals, and commercial outcomes into strategic recommendations.
• Identify key moments, behaviors, and triggers that influence customer growth, retention, and loyalty.
• Partner with Analytics and Research teams to develop actionable segmentation, propensity models, and next-best-action strategies.
• Build a culture of evidence-based decision making grounded in customer understanding and marketing science.

Requirements

• 8+ years of experience in CRM, lifecycle marketing, customer strategy, consulting, analytics, marketing strategy, or related fields.
• Experience developing customer growth, retention, loyalty, or lifecycle strategies.
• Experience translating analytics and customer insights into business action.
• Strong strategic planning, business case development, and executive communication skills.
• Demonstrated success operating within complex, matrixed organizations.
• Telecommunications, subscription, financial services, retail, or technology experience.
• MBA or equivalent strategic planning experience.

Benefits

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal