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Retention Manager

Company Name: Disney+
Employment Type:Full Time
Location: Dubai
Experience: 5+ years
Degree: Bachelor
Nationality: Any
No. Of Vacancies:1
Job Description:
Job Summary:
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.

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

About Disney Media & Entertainment Distribution:
Comprised of the Company’s international business units and various direct-to-consumer streaming services, Disney Media & Entertainment Distribution (DMED) aligns technology, media distribution and advertising sales into a single business segment to create and deliver personalized entertainment experiences to consumers around the world.

About The Walt Disney Company:
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
This position is with The Walt Disney Company Ltd., which is part of a business segment we call Disney Media & Entertainment Distribution.