[Hiring] Senior Manager, Customer Retention @Henry Schein

Role Description

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, making this a crucial role with regular 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.

This position is Remote within the United States with up to 10% travel as needed. This position is not eligible for employment-based visa sponsorship. To be considered, candidates must be authorized to work in the United States for Henry Schein One without the need for current or future employer sponsorship.

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.

Qualifications

• 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.

Benefits

• A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!
• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.