Overview
This is an incredibly exciting time to join the digital business. As the Director, Retention Strategy you will play a key role in the evolution and success of the Direct-to-Consumer (DTC) business. You'll have the opportunity to work with a dynamic, passionate and incredibly talented creative team as we build a new subscription-based streaming & interactive experience from the ground up.
The Director, Retention Strategy will be responsible for strategic leadership of our lifecycle marketing initiatives. You will be able to turn customer data and insights into actionable strategies, delivering meaningful interactions with our growing customer base.
In this senior leadership role you will oversee the development of our subscription base through conversion, nurturing, engagement and retention strategies that drive higher customer satisfaction, longer tenure and increased revenue growth. As an omni-channel expert, you will lead a team to spearhead innovative strategies with a hyper focused "test and learn" mindset, maximizing lifetime value, loyalty and retention.
About you:

• A proven lifecycle strategist with the ability to develop successful customer retention programs within a digital subscription environment
• Strong analytics background and history of working with customer data to identify and apply audience insights to strategies that increase engagement and subscriber tenure
• Expertise in understanding customer churn and mitigation strategies
• Comfortable as a liaison leader with product, tech, research and content groups to influence our product roadmap towards driving engagement
• A strategic thinker, problem solver and communicator who is focused on building meaningful and impactful long-term relationships with consumers
• An experienced strategic team leader with strong communication and leadership skills

Responsibilities

• Retention Strategy - Define, and evolve the retention strategy for direct-to-consumer subscriptions, including effective saves and winback programs
• Conversion - Develop a customer conversion strategy that maximizes lifetime revenue by converting free trialists to paid subscribers
• Customer Loyalty & Engagement - Devise strategies, creative marketing propositions and campaigns to increase engagement, long term loyalty and satisfaction of subscribers
• Deliver KPIs - Ensure overachievement against budget on all retention KPIs and own retention forecasting
• Customer Insight - Translate high-value behaviors and motivations into optimizing current programs. Work closely with data and analytics teams to develop and track audience cohorts and help identify high value actions and leading indicators to increase reactivation and reduce churn through marketing, product and programming optimizations.
• Offer & Pricing - work with finance and business strategy teams to identify upsell strategies and determine retention and win-back offers
• Consumer Research-- Gain a deeper understanding of our customer base by working with our internal research group to spearhead regular studies.
• Customer service - Collaborate with the internal fan relations team to better understand the customer experience, develop direct contact retention strategies.
• Reporting - Be obsessed with customer insights and partner with our BI/Analytics team to develop cross-channel reporting of the entire lifecycle. Report on retention investment and relevant KPI's supporting both short- and long-term customer-conversion and retention goals and use insights to communicate potential product improvements. Develop retention scoreboard with reporting by channel and tactic that informs go-forward strategy.
• Team Leadership - Build a team of multiple direct reports, offer clear support and guidance on objectives and their responsibilities, create a positive, delivery-focused and collaborative team

Qualifications

• 7-10 years' experience in Analytics, Retention, Engagement or Customer Lifecycle marketing, MBA and/or Strategy Consulting background preferred
• Deep experience in driving retention strategies for a consumer facing digital subscription business
• Experience with multichannel campaign delivery tools - deep understanding of the CRM technology landscape and ability to translate business needs into technical requirements
• Strong creative, customer segmentation and analytical experience
• Strong analytical skills with the ability to use data and metrics to back up assumptions, recommendations and drive action.
• Ability to get into the detail, problem solve, resolve issues and bring teams together
• A great communicator who can tell the full story at all levels within the organization, bringing all stakeholders along with them
• Must have the legal right to work in the United States