About the role

Customer Retention Specialist driving customer engagement and retention in the Nordic Disney+ Performance team. Collaborating with key stakeholders to optimize churn and extend customer lifetime.

Responsibilities

Responsible for the delivery and optimization of core retention KPIs at local level (Churn, Reactivation, Cancellation rate, Streaming engagement, Visit rate)
Working with all retention and engagement activities, such as lifecycle journeys, risk, winback content and engagement content
Working collaboratively with EMEA leads
Responsible for the planning and execution of customer campaigns such as newsletters, push notifications, in-apps etc.
Working closely with the coordinator who builds the campaigns
Work to constantly improve CRM personalization and automation activations
Evaluate and follow up campaign metrics and find ways of improving engagement on service
Review, test and optimize current communication to customers
Constantly analyze cancellation data to understand why people cancel, and how they are saved, to improve optimization and messaging
Develop performance reports; ability to benchmark and contextualize results within local market landscape
Lead local retention and engagement tests to improve customer communication
Champion of new retention initiatives to increase engagement and reduce churn
Build a solid working relationship with key stakeholders; regional lifecycle and engagement teams, creative, content, PR, brand marketing, merchandising and legal
Be the expert in competitor activity and retention best practice
Be adaptable to changing priorities and requirements, with a flexible working style

Successful track record in CRM / SVOD Retention
Experience within a subscription business and proven ability to deliver improvements to retention trading KPIs (churn, net growth, revenue)
Results-focused with experience in test and learn at a customer and campaign level
Thrives through working in cross-functional / multi-territory teams, ideally experience in an international matrix organization
A deep understanding and interest in latest retention techniques, awareness of the unique challenges of a consumer subscription business essential
Understanding of market nuances and dynamics to deliver a global strategy while also balancing local adaptions to drive local results.
Data-centric approach
Solid working experience with project or production management/ campaign coordination.
A deep understanding of marketing communication, incl. experience in copywriting.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong.
Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.