Vice President, Customer Marketing

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The leader of Customer Marketing is a strategic thinker who plays to win.  They are dedicated to mobilizing a team that will deliver an industry leading experience between us and our diverse customer base.  More than an out-of-the box thinker, this leader inspires others to innovate in the delivery of our brand, products and services to an increasingly loyal customer base and drives actions into accomplishments through singular focus and outstanding execution.

This Customer Marketing team focuses on the following:

• Loyalty
• Customer Advocacy

And delivers results:

• CLV per Customer - Incremental CLV generated
• Net Promoter Score
• Churn % - Contract Renewals
• Average Revenue per User

Primary responsibilities:

• Create a vision for T-Mobile Customer Relationship Management and drive flawless execution of the resulting activities

• As the “voice of the customer” this department enables:
  • desired experience across all channels and points of contact
  • continuous loop communication
  • customer-centric policies and procedures

• Design and execute a segmentation strategy that enables:

• Relevant offer development
• Effective customer communication strategy
• Customer life-cycle strategy
• Customer-base marketing and retention programs, including but not limited to:

• Loyalty
• Cross Sell
• CRM
• Handset programs
• Events
• Customer Life Cycle

• Balance the tension between competing metrics
• Design and execute enterprise customer communication capabilities
• Lead and manage enterprise-wide projects and teams
• Develops strategies and leads the implementation of marketing related IT projects and capability pipeline
• Manages external agencies and vendors

Primary interactions/fiscal accountability:

• Work Cross-functionally with Customer Care, EIT, Finance, Business Operations and Sales
• Works effectively across various functions within the marketing organization
• Manage external vendors and agencies
• Manage a large, multi-faceted team
• Serve as the leader of enterprise-wide
• Manages a multi-million dollar budget
• Responsible for retaining and driving advocacy for a large customer base
• Represents T-Mobile with regard to retention strategies and customer policies

Core Competencies:

• Excellent leadership and interpersonal skills
• Ability to build, inspire, coach, and maintain a high-performing department through the selection, mentoring, training, and development of a team of professionals within the company as well as external resources while leveraging the competencies within the business units
• Demonstrated ability to communicate and work effectively with diverse internal business executives
• Ability to build and develop a robust bench
• Is calm and direct during times of crisis
• Demonstrates great “listening for understanding” skills
• T-Mobile corporate goals set precedent for decisions
• Eagerly puts recognition and appreciation of others ahead of self
• Excellent analytical and problem solving skills