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Director, Marketing Strategy, Customer Retention

Be unstoppable with us!
T-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we’re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won’t stop!

At T-Mobile we are customer obsessed with a clear mission to be - The Best in the World at Connecting Customers to their World. On top of offering the best value and best network, we also go above and beyond to create the best possible experiences for our customers. The newly formed Base Management team will be responsible for increasing customer retention and lowering our customer churn rate with innovative strategies to help ensure we win customers for life!
This new leader will find opportunities to reduce churn using insights, lead brainstorming and the development of new churn intervention initiatives that complement existing inflight actions across all lines of business to materially improve the customer experience. This in turn will reduce customer churn and enable our long-range business plan outcomes. The director will lead a team that will perform high-level initiative sizing and manage the full backlog of initiatives for the enterprise while working closely with leaders in network, acquisition marketing, retail, care, and all business units.

Job Responsibilities:

  • Identify customer pain points and reasons for customer churn, diagnose and analyze potential solutions, and build business cases to present to business unit leaders.
  • Analyze customer insights, specific segments of customers, locations, messaging, customer journeys, and products turning findings into executable plans.
  • Report out on progress, challenges, opportunities, and insights both weekly and as requested by leadership.
  • Prioritize projects across the team, help synthesize information and recommendations.
  • Brainstorm potential initiatives with cross functional leadership.
  • Present initiative concepts and findings, with line of business leaders and teams.
  • Ability to quickly scope an initiative and size it.
  • Lead efforts to analyze and build financial/economic models to develop strategic insights and evaluate business problems.

Work Experience:

  • Bachelor’s Degree in Finance, Strategy, or Marketing; Masters Preferred.
  • 7+ years management experience in Corporate Strategy and/or management consulting.
  • Experience working in subscription based, consumer or technology business preferred.
  • Solid financial and data modeling skills, process analysis and design experience.
  • Ability to direct and manage highly skilled strategists.
  • Ability to cause stakeholders to take ownership of insights and then assist those owners, often as the primary program director, in driving execution of appropriate actions across all departments of T-Mobile.

Knowledge, Skills and Abilities:

  • Ability to communicate effectively across team and organizational boundaries to drive and develop consensus.
  • Strong communication and people skills
  • Agile and Adaptive
  • Listen and understand a variety of points of view balancing concerns with data for better decision making
  • Analytical problem solver; applies multiple technical solutions to application operational problems
  • Collaborative, yet influential
  • Flexible, self-starter, and comfortable working in a rapidly changing environment
  • Desire for a high level of responsibility and ownership and ability to work with minimal supervision
  • Creative problem solver and solutions provider
  • Ability to prioritize multiple projects; detail oriented and organized

• At least 18 years of age
• Legally authorized to work in the United States

Travel Required (Yes/No):No

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

Washington Pay Range : $185,300.00 - $250,700.00

The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range. At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to paid 12 holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short and long term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. 

We don't stop there- eligible employees can receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.  

Never stop growing!
T-Mobile doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward.

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.