Elite Account Strategy (The Top 10): Lead the strategy and execution for our highest-stakes global clients. You will design exclusive "white-glove" programs, including high-touch executive engagement and bespoke "In Real Life" (IRL) experiences that solidify long-term partnerships.
Scalable Retention Engine: Design and optimize automated lifecycle journeys for the mid-to-long tail customer base. Your goal is to maximize Customer Lifetime Value (CLV) through data-driven retention tactics and identifying expansion/cross-sell opportunities at scale.
Segmented CRM Excellence: Own the CRM implementation strategy to ensure every communication is personalized and timely. You will leverage deep segmentation to move away from generic messaging toward a highly relevant, value-based dialogue with every user.
Community & Advocacy Building: Bridge the gap between digital and physical engagement by building a thriving customer community. This includes overseeing a dedicated customer forum and a localized event strategy to foster peer-to-peer networking and brand loyalty.
Churn Mitigation & Win-Back: Conduct foundational research into customer health and churn drivers. Implement aggressive "win-back" campaigns and proactive health-scoring to protect our global revenue base.
Cross-Functional Bridge Building: Work seamlessly with Sales, Product, and Research teams to ensure the customer experience is unified and that the "voice of the customer" informs our broader product roadmap.
Experience: 8-12+ years of marketing experience, with a heavy emphasis on Retention, CRM, or Account-Based Marketing (ABM) within a global, complex organization.
Retention Expertise: Proven track record of managing both high-touch "white-glove" accounts and high-volume automated retention programs.
Technical Fluency: Deep experience with modern GTM stacks, including CRM platforms (e.g., Salesforce), marketing automation, and community platforms.
Strategic Leadership: Ability to influence C-suite stakeholders and lead cross-functional teams in a matrixed environment.
Education: Bachelor's or Master's degree in Business, Marketing, or a related field.
#LI-MF1
Enabling your best to power a better media future.
Nielsen makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class.
Benefits
Health insurance401(k)Equity / stock optionsPerformance bonus
Additional Information
As Nielsen continues its transformation into a world-class revenue engine, we are seeking a Director of Retention Marketing to own the post-purchase customer journey. You will lead a sophisticated dual-track program: providing bespoke, "white-glove" experiences for our top-tier global enterprise clients while building a high-velocity, automated engine to drive retention and cross-sell opportunities across our mid-to-long tail segments.
You are a strategic operator who understands that retention is not just a defensive play, but a growth lever. You have a "General Manager" mindset, capable of pivoting from a high-level executive presentation to the technical nuances of a CRM workflow. You thrive on building from scratch and enjoy the challenge of connecting community engagement to hard revenue outcomes.
Thenielsencompany · New York, NY