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Director, Retention
21st Century Fox
Los Angeles, CA, United States
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OVERVIEW OF THE COMPANY21CF
21st Century Fox is the world's premier portfolio of cable, broadcast, film, pay TV and satellite assets spanning six continents across the globe.
JOB DESCRIPTION
This high-profile leadership role will be accountable for driving up the Lifetime Value (LTV) of our customer base across the suite of digital consumer products. The successful candidate will be a data driven customer management expert, who has implemented segmentation and marketing automation strategies at scale. We are looking for a seasoned leader who can not only hit the ground running with robust engagement & retention strategies, but also has the ability to roll their sleeves up and support the build out of underlying capabilities and operationalize short-term tests and campaigns.
Responsibilities:
• Accountable for the forecasting, planning and execution of all campaigns and programs designed to improve the ARPU and retention rates of our customer base.
• Develop customer segmentation strategies and govern the contact strategy across each group to ensure optimum customer experience is balanced alongside maximum revenue return.
• Lead and govern all customer communications, including lifecycle programs which aim to manage the most effective outcome across each related touchpoint and journey.
• Partner with Analytics to perform customer and campaign analysis as well as predictive & segmentation modelling to help highlight opportunities and resulting strategies.
• Inform and influence offers, promotions and journeys required to drive increased LTV. In particular, work to build save strategies and promotions to reduce churn and incentivize loyalty.
• Ensure robust operations are in place for all 1:1 communication channels, including seamless integrations with touchpoints not directly managed within the team (e.g. Call Center)
• Accountable for daily monitoring, optimization and ROI across all channels, customer KPIs and programs. Building robust report and conducting ad hoc analysis to inform the team’s planning as well as broader business strategy.
• Develop and lead a team of highly motivated customer management and retention experts across both external vendors and internal hires.
Candidate Profile
• +10 years of experience in Retention Marketing with depth in acquisition and CRM preferably within a subscription based consumer business. Entertainment or Telecommunications industry preferred.
• Proven churn management experience in a subscription based business.
• Proven ability to improve retention and upsell/cross sell rates at scale in a complex and high performance driven environment.
• Hands on experience with CRM & marketing automation capabilities, including Campaign Management & 1:1 outbound channel fulfilment solutions (Push, Email, SMS, In Product)
• Aptitude for measurement and performance accountability is required. Analytical thinker with a depth of knowledge in channel level analytics, campaign tracking and ROI metrics is a must. This includes the ability to stitch channel and customer level analysis together.
• Proven results with growing actionable marketing databases,
• Proven ability to lead robust testing strategies across multiple KPIs and campaigns.
• Strong communication and presentation skills with an ability to communicate both upwardly and cross functionally.
• Bachelor’s degree in Marketing, Business or equivalent required. MBA preferred.
To be updated manually
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.