Sr. Manager, Retention Operations - HBO Max
HBO Max
Los Angeles, CAThis was removed by the employer on 12/6/2021 5:17:00 PM PST
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Full Time Job
Location: Los Angeles, California, United States of America
Company Overview
WarnerMedia is a powerful portfolio of iconic entertainment, news, and sports brands. We bring people, technology, and the world's best storytellers together to drive culture and meaningful connection. We believe the enduring power of stories can open our eyes to the world, to each other, and to new and different perspectives.
HBO Max is where storytelling takes center stage and where creatives find a home with the support and resources to do their best work, no matter the genre or format. Whatever the viewer wants to watch is front and center and more of what they crave is easily discovered. It is where our exclusive HBO Max Originals and iconic entertainment brands thrive, with HBO, Warner Bros., DC, Turner Classic Movies, Cartoon Network and more delivering the greatest array of series, movies and specials for audiences of all ages. HBO Max launched in the US in May 2020 and will launch in Latin America and Europe during 2021.
Join us. Shape your story here.
The Job
The Sr. Manager, Retention Operations serves a key role in the HBO Max organization. Sitting within a centralized Retention team, the Sr. Manager works across key partner teams (Marketing, Product, MArTech, CX) to drive initiatives aimed at improving the subscriber experience and extending customer lifetimes. They continually evaluate and drive the optimization of all HBO Max subscriber touchpoints. They leverage subscriber data to identify and rally partners around high impact opportunities to create subscriber value including launching new in-platform features, enhancing marketing capabilities, and optimizing account management. This individual will bring a strategic and analytical mindset to Retention Operations, ensuring that we are continually improving all aspects of the subscriber experience.
Demonstrated success driving initiatives across Product and Marketing teams is required. Strong knowledge of marketing technology and CRM systems is also crucial.
The Daily
• Continually evaluate all HBO Max subscriber touchpoints, identify opportunities to optimize, and drive testing and implementation
• Create and manage calendar visualizations of subscriber touchpoints and messaging to ensure cohesion and appropriate messaging prioritization
• Partner with CRM and MarTech leads to expand subscriber messaging capabilities
• Build business cases to advocate for the development of new in-platform features and tools
• Partner with Product to identify, test and implement tactics to improve billing health
The Essentials
• BA/BS in Business, Marketing, or related major. MBA is a plus
• 6-8+ years in a Retention Marketing position with a focus on program implementation and CRM, ideally for a subscription model business
• Extensive experience interpreting data to identify opportunities to enhance the customer experience and mitigate churn risk
• Proven success partnering with Product and Engineering teams to ideate and build capabilities that contribute strong subscriber value
• Deep knowledge of CRM systems, preferably Braze
• Strong interest in Marketing Technology and desire to work with internal partners to continually raise the bar
• Success driving high value initiatives in an extremely matrixed environment
• Extremely skilled at securing buy-in from cross-functional stakeholders and teams
• Must be able to maintain clear focus on business objectives while working through execution hurdles
The Perks
• Exclusive WarnerMedia events and advance screenings
• Paid time off every year to volunteer for eligible employees
• Access to well-being tools, resources, and freebies
• Access to in-house learning and development resources
• Part of the WarnerMedia family of powerhouse brands
Warner Media, LLC and its subsidiaries are equal opportunity employers. Qualified candidates will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.