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Retention Manager
21st Century Fox
Los Angeles, CA, United States
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JOB DESCRIPTION
Retention Manager / Lead
Responsibilities:
Fox’s Digital Consumer Group is looking for a specialist in churn management and customer retention to join our growing team. The successful candidate will be a subject matter expert in consumer churn management and driving positive outcomes through both reactive & proactive retention strategies.
This role will serve as a lead strategist and program owner, working across teams to understand, implement and optimize churn mitigation initiatives. Having a strong analytical & data driven curiosity, along with the ability to construct programs in partnership with cross functional teams, including Product, Marketing, Customer Care & Commercial teams, will be a key to this role’s success.
• Business case development for new customer retention initiatives & program ownership for ongoing involuntary or voluntary churn mitigation strategies
• Lead the ideation, development, execution and subsequent enhancements of reactive & proactive retention programs with cross functional stakeholders
• Prioritize opportunities for improvement; generate data-driven hypotheses that inform initiatives
• Partner with Business Analytics, and Digital Marketing teams on audience segmentation and insights briefs to determine underlying customer churn drivers and help evolve customer segmentation strategies
• Forecast, track, analyze and communicate key retention metrics to wider team and leadership
Requirements:
• +5 years of experience working on dedicated consumer retention programs within a fast-paced consumer business. Direct to consumer subscription model experience a must
• Skill in managing churn & underlying performance metrics in a performance driven environment
• Hands on experience with retention program management (either involuntary or voluntary churn)
• Strategic, creative problem solver able to articulate and defend proposed solutions
• Excellent financial acumen and forecasting skills. Aptitude for measurement and performance accountability is required, as well as a demonstrated ability to analyze complex issues
• Strong communication and presentation skills with an ability to communicate both upward and cross functionally
• A Bachelor’s degree in Marketing, Business or equivalent required. MBA preferred.
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.