Janessa Hoyte

At Cox Communications, I own retention marketing and CRM strategy across a 6M-customer base, combining high-touch engagement for priority accounts with automated lifecycle journeys at scale.

I've launched retention, onboarding, win-back, cross-sell, and loyalty programs that protect revenue and grow CLV. My work includes a dual-track retention program contributing to 34% of total new product connects, a loyalty program reaching 732,857 at-risk customers, and a standardized retention scorecard for executive visibility into health, churn risk, and cross-sell performance.

I build personalized, behavior-driven customer experiences across email, SMS, app, push, direct mail, and in-product channels. I redesigned onboarding personalization to increase content versions by 62% while reducing creative builds by 88%, and helped achieve churn of 2.16% against a 2.29% target.

I'm a cross-functional partner to Sales, Product, Analytics, Customer Experience, Legal, Technology, and Research teams, bringing customer insight into strategy and roadmap decisions. I lead teams, manage multi-million-dollar budgets, and translate customer and performance data into executive narratives that drive action.