Director, Retention Operations
Warner Bros. Discovery
Culver City, NYThis was removed by the employer on 5/28/2021 1:43:00 PM PST
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Full Time Job
Location: United States - California - Culver City
WarnerMedia is a leading media and entertainment company that creates and distributes premium and popular content from a diverse array of talented storytellers and journalists to global audiences through its consumer brands including: HBO, HBO Max, Warner Bros., TNT, TBS, truTV, CNN, DC Entertainment, New Line, Cartoon Network, Adult Swim, Turner Classic Movies and others.
HBO Max is the future of entertainment and storytelling.?WarnerMedia's streaming entertainment offering, HBO Max launched in May 2020 and is the culmination of some of the most innovative new technology and greatest creative talent in the industry. Anchored by the entire HBO service, arguably the greatest brand in television, HBO Max also features?fan favorites from the WarnerMedia library including?Warner Bros., New Line, DC, CNN, TNT, TBS, truTV, Turner Classic Movies, Cartoon Network, Adult Swim, Crunchyroll, Rooster Teeth, Looney Tunes, and more.?HBO Max is home to key third-party library acquisitions such as Friends, South Park and Doctor Who, and more?than?50 exclusive Originals in its first year, from the likes of groundbreaking creative talent such as J.J. Abrams, Ridley Scott, Jordan Peele, Steven Soderbergh, Michael Mann, Mindy Kaling, Reese Witherspoon, Anna Kendrick, Greg Berlanti, Melissa McCarthy, Robert Zemeckis and other visionaries. Find out more information?at HBOMax.com.
The Job
The Director, Retention Operations serves a key role in the HBO Max organization. Sitting within a centralized Retention team, the Director 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
About Us
• We're serious about cultivating, nurturing and growing talent
• We value accountability, fairness, hard work and curiosity
• We're fun, diverse and passionate about doing good work
• We're out-of-the-box thinkers and doers
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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.