As our Retention Marketing Manager, Churn & Winback, you own both sides of keeping our customers: stopping departures before they happen and bringing the right customers back when they go. In a footprint under constant pressure from overbuilders and national carriers, every save and every win-back is revenue we do not have to re-earn. You read the data signals that predict churn, then turn them into personalized, well-timed campaigns that change minds. This is end-to-end retention, proactive and reactive, and it is yours to own.
What You’ll Do:
- Own Retention End-to-End: Lead both proactive efforts to prevent departure and reactive efforts to win back the right former subscribers.
- Predict and Prevent Churn: Use churn signals (e.g. contract end dates, complaints, usage changes, competitive threats) to launch timely, personalized save campaigns.
- Segment and Target at Risk: Leverage segmentation to tailor offers and interventions to the right at-risk customers instead of treating the base as one group.
- Run Smart Win-Back Campaigns: Own targeted win-back initiatives for former customers, matched to why and when they left, and deploy on the channels most likely to succeed.
- Retain Movers: Manage the customer move journey, using move/address-change data to keep customers with Armstrong when they relocate.
- Defend Contested Markets: Partner with the Competitive Manager to create and deploy aggressive, market-specific save/win-back plays in areas with overbuilder or wireless competition.
- Align With the Save Desk: Collaborate with the call center to align on save strategies, ensuring frontline teams and marketing operate as one.
- Test and Optimize Relentlessly: Bring an iterative, test-and-learn approach to new retention tactics, scaling what works.
- Own the Retention Data: Partner with Marketing Ops & Analytics to manage data sources for churn, save, and win-back reporting.
What You’ll Need:
- 4+ years in retention, churn, or CRM marketing, ideally in telecom, broadband, or another subscription business
- Proven experience building save and win-back programs with measurable churn impact
- Strong segmentation skills and comfort turning data signals into targeted campaigns
- A strong grasp of churn analytics, predictive modeling, and customer health scoring
- An iterative, test-and-learn mindset across both proactive and reactive tactics
- Hands-on experience with direct mail, email, and outbound retention
- A competitive instinct for defending share in contested markets
- Comfort embracing emerging technology, including AI, to work more efficiently, for example for churn prediction, save-offer optimization, and win-back propensity
- Bachelor’s degree in Marketing, Business, or a related field, or equivalent experience
- Bonus: mover programs, address-trigger marketing, or telecom competitive intelligence
What's in it For You:
- Make an immediate, measurable impact, since every customer you save is revenue we do not have to win back
- Lead retention at a pivotal moment, with new products giving customers fresh reasons to stay
- Outsmart bigger competitors with sharper, more personal, more local plays
- Join a family-owned company trusted by its communities for nearly 80 years
- Competitive compensation and benefits, in a mission-driven culture built on trust
Who We Are
The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.
Armstrong is an Equal Opportunity Employer.
