Base Management Manager

WaveDivision Holdings LLC

Bellingham, WA

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JOB DETAILS

JOB TYPE

Full-time, Employee

SKILLS

Analysis Skills, Billing, Business Intelligence, Campaigns, Coaching, Communication Skills, Competitive Research, Cross-Functional, Customer Churn, Customer Experience, Customer Retention/Renewal, Customer/Consumer Behavior, Equipment Maintenance/Repair, Functional Analysis, Genetics, High School Diploma, Leadership, Management Strategy, Market Trend Analysis, Marketing, Marketing Communications, Mentoring, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Microsoft Product Family, Microsoft Word, Military, Operational Audit, Operational Support, Performance Analysis, Performance Metrics, Reporting Dashboards, Reporting Skills, Revenue Growth, Telecommunications Industry, Test Design, Time Management, Up-Selling, Web Infrastructure, Wi-Fi

LOCATION

Bellingham, WA

POSTED

30+ days ago

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world.

At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers-delivering reliable connectivity and groundbreaking digital experiences.

Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve.

We offer a robust benefits package that includes rewards, recognition programs, and employee discounts-ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere.

A Day in the Life of the

The Base Management Manager supports the Director, Base Management in executing key initiatives across the customer lifecycle, including churn reduction, revenue growth within the existing customer base, and customer experience enhancement. This role contributes to the development and execution of datadriven lifecycle strategies, strengthens customer engagement, and operationalizes programs designed to improve retention outcomes.

Support the Director, Base Managementin executing churn reduction, proactive retention, upsell, and lifecycle management strategies.

Analyze lifecycle performance, customer behavior, and churn indicators to surface insights and recommend actions.

Assistinthe developmentof segmentation, targeting, andofferstrategies tooptimizecustomer retention and revenue.

Partner with CX, BI/Analytics, Marketing Operations, Product, Billing, and IT to operationalize lifecycle initiatives.

Manage execution of retention and lifecycle campaigns, including test design,resultsmeasurement, and performance reporting.

Track KPIs such as NPS, satisfaction drivers, friction points, and retention performance toidentifyareas of opportunity.

Monitor competitive trends, customer needs, and market shifts that influencechurnor upsell opportunities.

Prepare reporting, dashboards, and presentations for leadership.

Support vendor and agency oversight tied to lifecycle and retention marketing.

Provide informal mentorship and operational support to cross-functional teams or analysts.

Actively support, promote, and advance all aspects ofAstound'sInclusion and Belonging work, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard, and empowered.

Other duties as assigned.

What You Bring to the Table:

3-5+ years in customer lifecycle, retention, CX, or related marketing disciplines.

Experience synthesizing information and critical details for leadership and driving implementation of decisions and department ops direction.

Strong analytical skills, cross-functional collaboration, communication, andproficiencyin data tools and Microsoft Suite.

Proven success leading and partnering with cross-functional teams in a Marketing Operations capacity.

Ability to manage multiple, diverse projects and management styles in a fast-paced environment.

Excellent communication skills and confidence in managing varying levels ofstakeholderisessential.

Proactive teamplayerwith a positive attitude whoadaptswell to changing needs and priorities, ambiguity,experimentationand iteration andare able topivot easily to achieve goals and deadlines.

Knowledge/experience in platforms and tools that the marketing team and companyusesto support campaign efforts, measureperformance,and provide data and insights.

Proficiencyin Microsoft Office Suite and Google products (Excel including PivotTables, Word and PowerPoint plus Gmail, Docs, Drive, Calendar).

Education:

High school diploma or equivalentrequired.

Bachelor's degree preferred.Majorin Business, Marketing, Communications,orrelated fields.

We're Proud to Offer a Comprehensive Benefits Package Including:

401k retirement plan, with employer match

Insurance options including: medical, dental, vision, life and STD insurance

Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization

Floating Holiday: 40 hours per year

Paid Holidays: 7 days per year

Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws

Tuition reimbursement program

Employee discount program

*Benefits listed above are for regular full-time position

Base Compensation: The base compensation range for this position is $85,000 - $137,000 plus opportunities for benefits. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to location, relevant skills, experience, and capabilities.

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

FCO (For San Francisco Candidates only):

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Employee Privacy Policy (For California Candidates Only):

https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

About the Company

WaveDivision Holdings LLC

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