Base Management Manager

Astound Broadband • New York, NY

5d

About The Position

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 data‑driven lifecycle strategies, strengthens customer engagement, and operationalizes programs designed to improve retention outcomes.

Requirements

• 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, and proficiency in 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 of stakeholder is essential.
• Proactive team player with a positive attitude who adapts well to changing needs and priorities, ambiguity, experimentation and iteration and are able to pivot easily to achieve goals and deadlines.
• Knowledge/experience in platforms and tools that the marketing team and company uses to support campaign efforts, measure performance, and provide data and insights.
• Proficiency in Microsoft Office Suite and Google products (Excel including PivotTables, Word and PowerPoint plus Gmail, Docs, Drive, Calendar).
• High school diploma or equivalent required.
• Bachelor's degree preferred.
• Major in Business, Marketing, Communications, or related fields.

Responsibilities

• Support the Director, Base Management in executing churn reduction, proactive retention, upsell, and lifecycle management strategies.
• Analyze lifecycle performance, customer behavior, and churn indicators to surface insights and recommend actions.
• Assist in the development of segmentation, targeting, and offer strategies to optimize customer 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, results measurement, and performance reporting.
• Track KPIs such as NPS, satisfaction drivers, friction points, and retention performance to identify areas of opportunity.
• Monitor competitive trends, customer needs, and market shifts that influence churn or 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 of Astound’s Inclusion 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager