Manager, Customer Retention Strategy at T-Mobile

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Job Overview:

This role is responsible for developing and implementing customer retention strategies that improve renewal, reduce churn, and increase subscriber lifetime value for Mint Mobile and Ultra Mobile. The position combines strategic analysis with hands-on lifecycle marketing execution within the Braze platform to activate targeted retention programs across email, SMS, push, and other owned channels. The role analyzes customer behavior and performance data to identify retention opportunities, design lifecycle strategies, and directly deploy campaigns that influence customer engagement and renewal outcomes. Success is measured through measurable improvements in retention metrics, customer engagement, and incremental revenue contribution. This role plays a critical part in strengthening customer loyalty and driving sustainable base revenue performance across the Mint and Ultra subscriber base.

Job Responsibilities:

• Analyze customer behavior, lifecycle performance, and churn drivers to identify retention opportunities and develop targeted strategies to improve renewal and customer engagement.

• Design and implement lifecycle retention programs across email, SMS, push notifications, and other owned channels within the Braze platform. This includes audience segmentation, journey orchestration, campaign configuration, and deployment.

• Develop and implement test-and-learn strategies to optimize messaging, timing, personalization, and offer structure to improve retention performance and customer lifetime value.

• Partner with cross-functional teams including Product, Marketing, BI, Data Science, and Customer Experience to align retention initiatives with broader customer lifecycle and business objectives.

• Monitor campaign and lifecycle program performance, analyze results, and translate insights into actionable recommendations that improve retention strategies and program effectiveness.

• Ensure operational excellence and accuracy in campaign deployment through strong QA practices, platform governance, and adherence to CRM guidelines within Braze.

• Prepare and present clear, data-driven narratives to leadership highlighting retention trends, program performance, and strategic recommendations.

• Also responsible for other duties/projects as assigned by business management as needed.

Education and Work Experience:

• Bachelor’s degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR combination of education and experience deemed equivalent. Acceptable areas of study include Business, Marketing, Economics, Statistics, Engineering, Computer Science, or other quantitative/technical subject areas.

• 3-5 years confirmed experience in CRM, lifecycle marketing, retention strategy, or customer base management

• 2+ years Hands-on experience building and implementing campaigns in Braze or similar marketing automation platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign, Iterable, or similar tools)

Knowledge, Skills and Abilities:

• Consulting-style problem solving with the ability to break sophisticated, ambiguous business challenges into structured analytical workstreams and actionable retention strategies.
• Strong understanding of lifecycle marketing strategies including segmentation, triggered messaging, personalization, and customer journey orchestration across digital channels.
• Hands-on experience building and implementing campaigns within CRM platforms such as Braze, including audience segmentation, journey configuration, campaign QA, and deployment.
• Ability to interpret large customer datasets, campaign performance metrics, and lifecycle analytics to find opportunities and optimize retention programs.
• Excellent written and verbal communication skills with the ability to synthesize sophisticated analytical insights into clear recommendations for business collaborators.
• Ability to develop compelling visual narratives and presentations that communicate retention performance, strategic insights, and business impact to leadership.
• Strong organizational skills with the ability to lead multiple initiatives simultaneously and drive cross-functional collaboration to deliver retention programs.
• Experience designing and implementing A/B tests and performance experiments to continuously improve lifecycle marketing outcomes.

Licenses and Certifications:

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

Travel:
Travel Required (Yes/No): Yes

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

Base Pay Range: $86,200 - $155,500

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ351043¶dox=1

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 12 paid 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 also 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!
As part of the T-Mobile team, you know the Un-carrier 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. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

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 Applicant Accommodation@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.