Manager, GTM Retention Strategy

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NRG Consumer is seeking a Go-To-Market (GTM) Retention Strategy Manager to lead customer retention, engagement and loyalty strategies that strengthen customer relationships and increase customer lifetime value. This role develops and executes customer-focused GTM strategies, translating customer insights, value drivers, customer member benefits and customer programs into actionable plans with measurable business impact. The Manager is responsible for shaping retention communications strategies, driving customer engagement initiatives, and overseeing integrated planning across the retention communications calendar.

The Manager leads cross-functional strategy development and execution, partnering with Marketing, Customer Experience, Digital, Business Operations, Legal/Regulatory, Analytics, Finance and IT to deliver customer programs that improve retention outcomes.

Essential Duties/Responsibilities:

Customer Strategy & Retention

- Develop and lead GTM retention strategies informed by customer insights, loyalty drivers, performance trends, and business and brand objectives.

- Define customer segmentation, targeting, value propositions and channel strategies for retention campaigns and customer programs.

- Build strategic frameworks that connect customer member benefits and customer programs to measurable retention and engagement outcomes.

- Partner with Marketing and Operations teams to integrate customer member benefits and customer programs into customer-facing campaigns tied to measurable retention outcomes.

Go-to-Market Planning & Execution

- Lead cross-functional GTM planning and execution for retention initiatives across owned channels, including email, OAM, app, web and agent-supported experiences.

- Develop customer journeys, messaging strategies, business requirements and activation plans for retention programs.

- Create strategic briefs, business context, success measures and channel-specific guidance to align execution teams.

- Partner with Customer Marketing, Digital, Marketing Performance, Operations and Analytics to launch GTM strategies with precision, accountability and measurable impact.

- Own the retention campaign calendar, prioritize initiatives and coordinate cross-functional launch readiness.

Insights, Reporting & Optimization

- Use customer data, behavioral insights and performance analytics to evaluate initiative effectiveness.

- Lead performance readouts for assigned customer programs and translate results into clear optimization recommendations.

- Recommend scaling, optimization or strategy pivots based on data-driven insights.

- Prepare documents, presentations and performance reports that support leadership decision-making and monthly business reviews.

Working Conditions:

- Open office environment; hybrid schedule 4 days in the office.

- Minimal domestic travel

Minimum Requirements:

- Bachelor’s degree in Business, Marketing, Communications, or related field.

- Minimum of 5-7 years of relevant professional experience in strategic marketing, go-to-market strategy, customer strategy, customer lifecycle management or business strategy.

- Experience in energy, subscription-based, consumer services or related industries.

Preferred Qualifications:

- Experience developing GTM strategies for consumer-facing products, services or programs.

- Strong understanding of customer lifecycle behavior and retention levers.

- Experience improving business performance through measurable goals, key metrics and continuous optimization.

- Experience leading cross-functional initiatives, influencing stakeholders and managing programs from strategy through execution.

- Experience in a subscription-based industry, such as electricity, cable or internet, preferred.

- Master’s degree preferred.

Additional Knowledge, Skills and Abilities:

- Ability to keep the brand mission at the forefront of all business decisions and activities.

- Excellent communication, storytelling, and presentation skills.

- Data-driven decision maker with the ability to analyze complex problems, communicate insights and recommend effective business actions.

- Strong interpersonal skills with the ability to collaborate across functions, influence stakeholders and work effectively at multiple levels.

- Creative thinker with demonstrated ability to lead projects from concept through execution and guide partner teams toward shared outcomes.

- Ability to balance business goals, customer needs, stakeholder feedback, trade-offs and competing priorities in a fast-paced environment.

- Strong organizational, project management, and change management abilities.

Physical Requirements:

The physical demands described here are representative of those required to successfully perform the essential functions of this role:

- Work is primarily sedentary (desk work at a computer)

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.

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