Sr. Manager, Customer Retention

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Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices. 

We don’t just talk about impact; we build it! Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated. 

As the Senior Manager, Customer Retention, you will play a critical role in driving revenue and growth by developing and implementing strategies aimed at increasing member retention, renewal performance, and lifetime value (LTV) for the DentalPlans.com member base. Retention channels drive the majority of the revenue contribution so this is a crucial role with a regular cadence of interaction and partnership with the leadership team.
 
The Senior Manager will own the customer relationship management (CRM) platform, lifecycle and renewal communications strategy, retention performance analytics, and cross-functional coordination with the Contact Center, Product, and Business Insights teams. Through a deep understanding of subscriber metrics tied to audience cohort and segment behaviors, you will improve engagement and renewal rates and reduce churn. You will also manage a team of retention marketers.
 
This position is Remote within the United States with up to 10% travel as needed.

What you will do

• Retention Strategy & Performance: Own retention strategy and related revenue targets tied to voluntary member renewal, including performance across Web and Call Center channels.
• CRM Platform & Segmentation Strategy: Own the segmentation and personalization strategy behind our CRM platform, applying member behavioral and lifecycle differences into segmentation logic, and directing the roadmap of platform enhancements needed to improve campaign performance.
• Insights & Performance Reporting: Translate data from retention risk frameworks, member health scoring and renewal performance reporting into leadership-ready, action-oriented recommendations.
• Retention Forecasting: Build and maintain forward-looking renewal revenue forecasts by channel, and drive the tactical response to close any gap
• Channel & Campaign Management: Direct multi-channel campaigns and tactics across the member journey, from new member onboarding through win-back.
• Member Experience, Voice-Of-Customer & Cross-Functional Partnership: Synthesize voice-of-customer signals and partner with Product on member portal and renewal-funnel improvements, and with Contact Center on agent-facing retention scripts and renewal handling practices.

• 10+ years of marketing experience, including 5+ years in customer retention or subscriber Marketing lead role
• 5+ years of management experience (any team size)
• Quantifiable track record of moving a primary retention and/or LTV metric at scale.
• Demonstrated analytical rigor — a track record of turning cohort, segmentation, or health-scoring data into prioritized retention actions.
• Strong knowledge and experience with CRM platforms (ie, Hubspot, Salesforce), including segmentation, automation and personalization.
• Fluency in subscription or membership-renewal mechanics preferred.
• Strong analytical, communication and organizational skills.
• Proficient in Microsoft Excel, Outlook, PowerPoint, and Word.
• Strong project management skills, with attention to detail and an ability to effectively prioritize and manage multiple projects.
• Ability to communicate effectively with senior management and key stakeholders. 

• A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!