Job DescriptionAs 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.
Key Responsibilities
- 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.
Qualifications- 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.
Additional Information#LI-MF1
Holistic Rewards: We are committed to an inclusive benefits package that supports our employees and their families. This includes comprehensive health and wellness plans, a 401(k) with a Nielsen company match, and a generous paid time off policy. Depending on the role, additional benefits may include a company-provided vehicle and/or discretionary incentive/bonus eligibility.
Compensation Transparency: The posted base salary range is a reasonable estimate that may be adjusted based on the final work location of the selected employee. Individual pay within the range is determined by factors such as experience, training, geography, certifications, and business needs. Beyond base salary, this role may be eligible for bonuses, equity, or other incentives
