Manager, GTM Retention Strategy

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You'll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success-take the lead in shaping your career development, goals and future!

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.

• 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.

• 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.

• 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.

• Open office environment; hybrid schedule 4 days in the office.
• Minimal domestic travel

• 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.

• 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.

• 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…