Senior Manager, Customer Retention
Henry Schein
Summary
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.
Job description
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.
What we are looking for
- 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
What will set you apart
- Fluency in subscription mechanics
- Master's degree or global equivalent
Requirements
- 10+ years of marketing experience
- 5+ years in customer retention or subscriber marketing lead role
- 5+ years of management experience
- Experience in DTC / B2C
- 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 turning cohort, segmentation, or health-scoring data into prioritized retention actions
- Strong knowledge and experience with CRM platforms (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
Benefits
- Health coverage
- Retirement savings with company match
- Paid time off
- Paid parental leave
- Wellbeing resources
- Education support
- Medical, Dental & Vision
- 401(k) Matching
- Short Term Disability
- Work Life Assistance Program
- Health Savings Account
- Flexible Spending Accounts
- Worldwide Scholarship Program
- Volunteer Opportunities
Company overview
Henry Schein, Inc. is a leading global healthcare solutions company that serves as the world's largest provider of healthcare products and services to office-based dental and medical practitioners. Founded in 1932 and headquartered in Melville, New York, the company operates as a Fortune 500 corporation and S&P 500 component with extensive operations across 33 countries and territories. Henry Schein specializes in distributing dental and medical supplies, equipment, pharmaceuticals, and technology solutions to more than 1 million customers worldwide. The company offers comprehensive business, clinical, technology, and supply chain solutions designed to help healthcare professionals improve operational efficiency and clinical outcomes. With a centralized and automated distribution network featuring over 300,000 branded products, Henry Schein has established itself as a trusted advisor in the healthcare industry, consistently recognized as one of the World's Most Ethical Companies for 14 consecutive years. The company's revenue reached $12.7 billion in 2024, demonstrating sustained growth since its public listing in 1995.