Senior Manager - Customer Retention

Henry Schein One is a global leader in dental practice management technology focused on innovation and improving patient care. The Senior Manager, Customer Retention will develop and implement strategies to improve member retention, renewal performance, and lifetime value for the DentalPlans.com member base. The role owns CRM, lifecycle and renewal communications, retention analytics, forecasting, cross-functional initiatives, and management of retention marketers.

Responsibilities:

• 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

Requirements:

• 10+ years of marketing experience, including 5+ years in customer retention or subscriber Marketing lead role
• 5+ years of management experience (any team size)
• Experience in DTC / B2C
• Typically, a bachelor's degree or global equivalent in related discipline
• 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
• Strong analytical, communication and organizational skills
• Outstanding presentation and public speaking skills
• Outstanding independent decision making, analysis and problem-solving skills
• Proficient in Microsoft Excel, Outlook, PowerPoint, and Word
• Ability to communicate effectively with senior management and key stakeholders
• Fluency in subscription mechanics
• Master's degree or global equivalent