Senior Marketing Retention Lead

Company Summary
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
Department Summary
Our Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a passion for change and the power to drive it, we continue to push boundaries and be a disruptive force in the market.
Job Duties and Responsibilities
Are you a highly analytical and strategic individual passionate about customer loyalty, churn prevention, and driving measurable business outcomes ?
Boost Mobile is seeking a Senior Marketing Retention Lead to play a pivotal role in developing and executing cutting-edge strategies to enhance customer lifetime value and optimize agent performance within our retention organization. This position is instrumental in leveraging data science, business intelligence, and advanced AI/Machine Learning solutions to proactively address churn, identify key trends, and foster strong agent and network partnerships. If you're a results-driven professional eager to make a significant impact on our customer experience and bottom line, this is the opportunity for you.
Key Responsibilities:
Customer Experience & Insights

• Translate customer insights from the Customer Experience (CX) Organization into strategic, customer-centric retention initiatives.
• Analyze daily customer feedback and CX cancel reasons to identify critical trends, root causes, and actionable retention opportunities.

Offer Strategy & Performance

• Own and rigorously optimize the agent loyalty offer waterfall, including performance analysis of innovative device offers.
• Develop and manage sophisticated save offer strategies, conducting operational and financial analysis to secure cross-functional and finance alignment.
• Partner with CX for seamless implementation and continuous performance management of all save offers.

Operational Strategy & Management

• Develop and execute the incident playbook to proactively mitigate business-wide retention risks.
• Lead the strategy for key metrics (credits, calls, call reasons), collaborating with CX on implementation and monitoring.
• Collaborate cross-functionally to develop and optimize the IVR strategy to enhance customer experience and retention.

Advanced Analytics & Partnerships

• Own end-to-end AI/NBA (Next Best Action) development and implementation, refining customer budget recommendations and exploring new applications.
• Partner with analytics teams to enhance churn propensity models and develop proactive, commitment-based offers for high-risk customers.
• Cultivate strong agent and network partnerships to ensure effective strategy execution and holistic retention optimization.
• Monitor the competitive landscape for retention best practices and emerging opportunities.

Skills, Experience and Requirements
Education and Experience:

• Bachelor's degree in Business, Marketing, Data Analytics or a related quantitative field.

• 5+ years of experience in analysis of customer retention, loyalty, and marketing data; or a related strategic role supporting subscription business models.
• Experience with offer management, financial analysis, and performance optimization in a dynamic environment

Skills and Qualifications:

• Strong analytical and critical-thinking abilities with an exceptional focus on detail and accuracy, coupled with the ability to interpret complex data and translate it into clear, actionable insights
• Excellent communication and interpersonal skills, with the ability to convey complex findings clearly and persuasively to diverse audiences, and to collaborate effectively with cross-functional teams, including the Customer Experience Organization , finance, and network operations
• Proven ability to develop and implement impactful strategic initiatives that drive measurable business outcomes
• Results-driven mindset with a proactive and innovative approach to problem-solving and a dedication to continuous improvement
• Proficiency in data visualization tools (e.g., Tableau) and advanced Excel skills
• Familiarity with AI/NBA tools and their application in customer retention is a significant plus

Visa sponsorship not available for this role
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Salary Ranges
Compensation: $83,950.00/Year - $119,900.00/Year
Benefits
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )