Cara Murray

About Cara Murray

I thrive where things are messy, undefined, or waiting to be built. I lead Marketing and…

Experience

1. Sr Director, Base Management & Cx

   Fidium Fiber

   Mar 2023 — Present

   SUMMARY: Lead the base marketing and customer experience strategy for 500K+ customers across multiple states, with responsibility for base management, customer voice, and customer loyalty programs. My role blends marketing, CX design, and data analytics to increase revenue while improving customer trust and retention.Key Contributions:Technology Migrations—Guided homes and businesses through copper-to-fiber (FTTH) transitions, ensuring adoption and loyalty while managing ARPU growth and churn reduction.Customer Voice & NPS—Designed and launched programs that captured feedback, influenced executive decisions, and lifted NPS to industry-leading levels, targeting +50.Growth & Loyalty—Built base marketing and retention campaigns to drive sales, increase share of wallet, reduce churn, and extend customer lifetime value.Customer Journey Design—Defined journeys across B2B and B2C segments, aligning engagement strategies with sales, support, and product.Data-Driven Leadership—Partnered with analytics teams to create churn-sensitivity models, CLV forecasts, and ARPU break-even scenarios that guided board-level strategy.Reputation Turnaround—Improved online reputation from 2.0 to 4.2 through customer-first engagement strategies.

Education

• Wake Technical Community College

  Business Administration and Management, General

• Point University

  Marketing