Permanent Supportive Housing Retention Specialist II at IRCO assisting families at risk of homelessness to obtain and retain housing through supportive services. Utilize trauma - informed communication and advocate for client needs.
TC
Hybrid Customer Retention Specialist – Parental Leave Cover
Posted 2 months ago
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
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
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Customer Retention Representative focusing on retaining customers by resolving service issues and promoting Rise Broadband products. Collaborate with other departments to ensure customer satisfaction.
Customer Insight and Retention Manager turning customer data into strategic marketing insights. Analyzing behaviors to enhance retention and drive commercial activation strategies.
Tele Sales & Retention Specialist responsible for retaining clients and negotiating solutions. Handling cancellations and enhancing customer satisfaction through problem - solving.
Working Student focusing on customer loyalty program development. Analyzing existing measures and creating new loyalty concepts at TEDOM's energy service division.
Customer Loyalty Executive focusing on customer retention and satisfaction at Focus Group. Proactively managing at - risk accounts and improving service experiences in Birmingham office.
Renewal Specialist optimizing Managed Print Services contracts and collaborating with sales and delivery teams. Managing renewal processes and ensuring client satisfaction with service deliverables.
Retention Manager leading operations for the renewals team in ensuring client retention. Focusing on coaching and development while supporting strategic business objectives in Montreal.
Product Owner driving customer retention strategies and user engagement at journaway, a travel tech platform. Managing agile teams and overseeing mobile app development.
Foster Program Recruitment and Retention Specialist developing marketing plans and conducting evaluations for foster care in Las Vegas. Collaborating with foster families and conducting training sessions in a supportive environment.