Responsibilities

• Elite Account Strategy (The Top 10): Lead the strategy and execution for our highest-stakes global clients. You will design exclusive "white-glove" programs, including high-touch executive engagement and bespoke "In Real Life" (IRL) experiences that solidify long-term partnerships.
• Scalable Retention Engine: Design and optimize automated lifecycle journeys for the mid-to-long tail customer base. Your goal is to maximize Customer Lifetime Value (CLV) through data-driven retention tactics and identifying expansion/cross-sell opportunities at scale.
• Segmented CRM Excellence: Own the CRM implementation strategy to ensure every communication is personalized and timely. You will leverage deep segmentation to move away from generic messaging toward a highly relevant, value-based dialogue with every user.
• Community & Advocacy Building: Bridge the gap between digital and physical engagement by building a thriving customer community. This includes overseeing a dedicated customer forum and a localized event strategy to foster peer-to-peer networking and brand loyalty.
• Churn Mitigation & Win-Back: Conduct foundational research into customer health and churn drivers. Implement aggressive "win-back" campaigns and proactive health-scoring to protect our global revenue base.
• Cross-Functional Bridge Building: Work seamlessly with Sales, Product, and Research teams to ensure the customer experience is unified and that the "voice of the customer" informs our broader product roadmap.

Requirements

• Experience: 8-12+ years of marketing experience, with a heavy emphasis on Retention, CRM, or Account-Based Marketing (ABM) within a global, complex organization.
• Retention Expertise: Proven track record of managing both high-touch "white-glove" accounts and high-volume automated retention programs.
• Technical Fluency: Deep experience with modern GTM stacks, including CRM platforms (e.g., Salesforce), marketing automation, and community platforms.
• Strategic Leadership: Ability to influence C-suite stakeholders and lead cross-functional teams in a matrixed environment.
• Education: Bachelor’s or Master’s degree in Business, Marketing, or a related field.

Benefits

• Holistic Rewards: We are committed to an inclusive benefits package that supports our employees and their families. This includes comprehensive health and wellness plans, a 401(k) with a Nielsen company match, and a generous paid time off policy. Depending on the role, additional benefits may include a company-provided vehicle and/or discretionary incentive/bonus eligibility.