Go-to-Market Manager: Customer Retention

At Telenet, we’re committed to a customer intimacy strategy—putting customers at the heart of everything we do. As Go-to-Market Manager for Customer Retention, your role is to bring that strategy to life by translating it into concrete, measurable actions that help us retain customers, reduce churn, and continuously improve their experience.You’ll drive cross-functional alignment to make customer intimacy tangible—through the right communication strategies, promo frameworks, channel tactics, and by eliminating frictions across customer experiences. Your Responsibilities as a Go-to-Market Manager Customer Retention · You define and lead go-to-market strategies focused on customer retention. Your mission: deliver on our customer intimacy promise by keeping more customers satisfied, loyal, and engaged. · You translate our strategic ambition into clear tactics and initiatives that reduce churn and proactively address retention risks. · You lead the segmentation, targeting, and positioning (STP) process to tailor our approach across customer types and retention levers. · You collaborate closely with CX, Customer Operations, Marketing and Data teams to identify and eliminate frictions in the customer journey—removing complexity and improving satisfaction. · You develop and implement the communication and promotional strategy for retention: finding the right tone, timing, and incentive level to support customer needs and business goals. · You shape and drive channel-specific retention approaches, ensuring our Care, Digital, and Field channels are equipped to deliver personalized, value-driven interventions. · You initiate and track performance of retention campaigns and touchpoints, optimizing in real-time based on data, insights, and feedback. · You act as the central orchestrator of retention go-to-market efforts across functions—ensuring consistent execution, performance monitoring, and continuous learning. · You continuously monitor market trends and competitors, adapting your plans to stay ahead. What We Offer · You will be joining a company that invests fully in you and adapts your work environment optimally to what you need. This allows you to develop while taking care of your work-life balance. What else are we throwing into the fray? · You will have every opportunity to further develop your expertise. We stimulate your personal growth with internal mobility opportunities and extensive learning opportunities, but also give you the chance to press the pause button after a while or take a completely different path. · A strategic, high-impact role in which you achieve tangible results and make your mark. · A competitive gross monthly salary that we complement with numerous benefits (ex. Homeworking policy, specific benefits such as meal vouchers, hospitalization insurance, telephone subscription, discounts on Telenet products, smartphone, company car, etc.). Our Ideal Go-to-Market Manager Customer Retention · You bring 5+ years of relevant experience in go-to-market management / product management in customer retention, churn prevention, or base marketing within a B2C organization (Telecom or similar industries a plus). · You’re a strategic thinker who can bridge long-term vision with hands-on execution. · You’re driven by customer experience and results—you can connect the dots between customer needs, business KPIs, and commercial levers. · Data interpretation and insights help you make sound decisions and monitor performance. · You’re skilled in communication planning, promo design, and managing complex journeys across multiple channels. · You’re a natural stakeholder manager, confidently navigating a matrix organization and aligning multiple teams around a shared goal. · You are fluent in Dutch or French, and English. · You have a master’s degree in Business, Economics, Marketing—or equivalent experience.