Senior Market Manager - GTM Base Management & Retention

Description

Our team and what we'll accomplish together

This exciting role is at the very center of base management on the Go-to-Market (GTM) Base Management & Retention team for Home Solutions. We strive to nurture and grow our customer base relationships in terms of both product intensity and value in order to deliver world leading retention outcomes.

In this role, you will focus on driving true customer value management during every touchpoint with our Customer Experience (CE) teams and call centers. As the Go-To-Market leader for our new CE customer value management program, you will be responsible for launching and optimizing new value-generation targets and tactics. You will work closely with our channel partners to introduce and optimize metrics such as Revenue Change Per Transaction in channels, including overseeing the overall program governance, target setting, results analysis, and roadmap for key program enhancements.

Together, we will drive true value management in our channel teams, helping our customers to get the most out of our products and services, while significantly improving revenue and product retention outcomes.

What you'll do

• Play a critical role in ensuring our new value generation metrics (such as Revenue Change Per Transaction) are articulated and executed flawlessly within our channels, working with channel leaders to ensure frontline team members understand how to optimize value management on every call
• Set annual program targets and report on program results, partnering strongly with our data and insights and finance teams to optimize reporting, while analyzing results for key trends and areas of opportunity to improve results
• Oversee all program governance to senior leadership, including sharing strategic overviews, results updates and recommendations
• Work with cross-functional teams (such as frontline channels, data & insights, and finance) to create holistic growth strategies for our new value management metrics, supporting the evolution of our agent interactions to focus on true customer value management

Qualifications

What you bring

• Data-driven marketer who uses reporting, analysis, team partnerships, and continuous improvements develop and optimize programs
• The ability to think critically and challenge the status quo, uncovering opportunities to optimize program performance against key performance objectives
• Impeccably organized with a proven ability to manage multiple streams of work and multiple stakeholders, including managing program governance to senior leadership
• Talent for bringing people together in a positive way, you know how to work effectively across groups, discuss opportunities, tackle problems, and motivate people to take action
• Recognized for your superb communication skills, you have an ability to explain complex ideas simply and translate them into creative and practical strategies at all levels of the organization
• English verbal and written is required for this opportunity

Great-to-haves

• 7+ years progressive experience in marketing or business management positions
• Knowledge of the Google suite of applications, notably Slides and Sheets
• Experience in telecommunications (mobility and/or home services)
• Experience with project management and program governance
• A business undergraduate degree