Director, Customer Base Management Strategy

Job Summary

The Director, Customer Base Strategy leads end-to-end program management of customer growth and retention initiatives across the Optimum portfolio. This role is centered on building scalable, insight-driven programs that improve customer lifetime value, expand product adoption, and strengthen retention through disciplined business case development and cross-functional execution. This leader is responsible for translating strategic priorities into actionable programs, supported by robust modeling, advanced analytics, and automation capabilities (including AI-driven decisioning). Success in this role requires strong partnership across Product, Marketing, Sales, Analytics, and Customer Experience to align priorities, unlock growth opportunities, and deliver measurable business outcomes.

Responsibilities

Program Management & Execution:
·    Lead the design and execution of large-scale, cross-functional customer base programs from concept through launch and optimization.
·    Establish program governance, timelines, and performance tracking to ensure clarity, accountability, and delivery against KPIs.
·    Manage a portfolio of initiatives focused on lifecycle moments (e.g., onboarding, promo roll-offs, moves, retention risk events).
Business Case Development & Financial Rigor:
·    Build detailed business cases, ROI frameworks, and scenario models to prioritize investments and guide decision-making.
·    Develop financial simulations and forecasting models to evaluate program impact on revenue, churn, and customer lifetime value.
·    Continuously track performance against business cases and refine strategies based on results.
Cross-Functional Collaboration:
·    Partner closely with Product, Marketing, Sales, Planning, Analytics, and Customer Experience teams to align on strategy and execution.
·    Translate business needs into clear requirements and coordinate across teams to ensure seamless delivery.
·    Drive alignment on priorities, resource allocation, and success metrics.
Analytics, Tools & Technical Enablement:
·    Leverage advanced Excel modeling, data analysis, and visualization to inform strategy and monitor performance.
·    Integrate AI and automation capabilities into decisioning, targeting, and personalization strategies.
·    Work with marketing, data and engineering teams to enhance tools, platforms, and reporting infrastructure, leveraging the implementation of Adobe 8.  
Growth & Customer Strategy:
·    Develop and scale programs that increase product penetration and improve customer engagement.
·    Identify opportunities in underpenetrated or highly competitive markets and build targeted approaches.
·    Optimize lifecycle strategies to reduce churn and improve long-term customer value.
Communication & Enablement:
·    Develop clear, executive-ready materials to communicate program strategy, performance, and recommendations.
·    Support frontline teams with positioning, training, and messaging.
·    Create visibility into program progress and impact across stakeholders.

Qualifications

Qualifications
·    8+ years of experience in program management, growth strategy, customer lifecycle, analytics, or related fields
·    Strong expertise in business case development, financial modeling, and ROI analysis
·    Advanced proficiency in Excel (modeling, forecasting, scenario analysis)
·    Familiarity with AI/ML-driven decisioning and automation tools
·    Proven ability to lead cross-functional initiatives
·    Strong executive communication skills
·    Strategic thinker with attention to detail
·    Ability to manage multiple programs in a fast-paced environment