- Data Analysis: Analyze customer data (surveys churn analysis etc.) to identify at-risk customers and understand the root causes of churn. - Strategy Development: Develop and implement targeted retention campaigns such as win-back offers or loyalty programs to improve customer satisfaction and retention rates. - Customer Engagement: Proactively engage with customers to understand their needs and concerns and address them effectively. - Collaboration:Collaborate with other departments (marketing product engineering) to improve the overall subscriber experience in their first 90 days on the service. - Performance Tracking:Track key performance indicators (KPIs) like churn rate customer lifetime value and customer satisfaction to evaluate the effectiveness of retention efforts. - Communication: Clearly communicate retention strategies and results to relevant stakeholders.
Minimum of 8 years of experience in video streaming subscription growth digital marketing or related roles within the media and entertainment industry.
Experience developing and implementing retention initiatives in matrixed environments where products or platforms cut across multiple teams and functions
Experience scaling programs and initiatives globally with a deep understanding of the nuances across countries and regions
BA/BS degree required
Excellent communication with the ability to influence and collaborate across cross-functional teams
A strong analytical brain comfortable leveraging data and insights to inform strategic in using data analysis tools and techniques.
Experienced in balancing multiple priorities cross functional collaboration and work streams working with limited resources
Outstanding ability to problem solve develop creative solutions and demonstrate resourcefulness.
An individual with natural curiosity and with an innovative and big picture approach
Solid understanding of product management and appreciation for roadmaps and engineering developments.
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