Disney Media & Entertainment Distribution Jobs 2022 – Retention Manager Jobs In Dubai

The Retention Manager will be a key member of the Disney+ Customer Management & Retention team based in Dubai, and will be instrumental in driving and optimising customer retention across the MENA region. This customer marketing role has significant opportunity for bottom-line impact and growth. The individual will be working with the Disney+ lead to own and drive retention metrics, optimising churn and extending lifetime. The successful candidate will collaborate closely with Customer and Product teams based in UK, US and India. He or she will play an important part in delivering regional strategy for retention as well as driving optimisation of KPIs across the region through rigorous test, measure, learn.

Responsibilities :

• Part of the regional MENA Disney+ team, responsible for the delivery and optimisation of core retention KPIs at regional level (Churn, Reinstates, Reactivation, Cancellation rate, Risk)
• Responsible for launch-readiness for Disney+ markets (MENA) across all retention activities (lifecycle journeys & triggers for cancellation, risk and winback; winback content engagement). Working collaboratively with the MENA Disney+ team leads.
• Working closely with regional and global product teams to optimise cancellation journeys
• Review, test and optismise cancellation journey, messaging and save tactics.
• Constantly analyse cancellation data to understand why people cancel, and how they are saved, to inform optimisation and messaging
• Use behavioural data and insights to fully understand customer behaviours and develop recommendations, levers & tactics to optimise and improve trading metrics & measurably drive lifetime value.
• Develop performance reports; ability to benchmark and contextualize results within local market landscape
• Responsible for regional retention test, measure, learn plans (across territory, lifestages & cohorts). To include defining test priorities regionally and agreeing local-specific test plans. Manage the overall retention test, measure, learn plans across MENA at a customer and market level)
• Management of cross-territory campaign plan & delivery of multi-territory retention campaigns e.g. winback features. Working collaboratively with regional and global teams.
• Seek out and champion of new retention techniques to reduce churn / optimise net growth efficiently
• Build a solid working relationship with key stakeholders EMEA market customer team; US lifecycle and engagement teams; US and International product; Creative & wider TWDC stakeholders e.g. regional CRM; legal)
• Be the expert in competitor activity and retention global best practice
• Be adaptable to changing priorities and requirements
• Flexible working style expected

Basic Qualifications :

• Successful track record in Customer Management / SVOD Retention with 5yrs+ of professional experience
• Experience within a subscription business and proven ability to deliver improvements to retention trading KPIs (churn, net growth, revenue)
• Results-focused with extensive 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 organisation
• 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 essential