Hybrid Customer Retention Specialist – Parental Leave Cover

Posted 2 weeks ago

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About the role

  • 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

Requirements

  • 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.

Benefits

  • 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.

Job title

Customer Retention Specialist – Parental Leave Cover

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

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