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Senior Manager, Customer Management (Maternity Cover)

Postuler maintenant Postuler ultérieurement Job ID 856513BR Emplacement Londres, Angleterre, Royaume-Uni Entreprise Disney Media & Entertainment Distribution Date de publication 05/09/2021

Résumé du poste:

We are looking for a Senior Manager in Customer Management to join the Disney+ team on a maternity cover contract. The Disney+ team is responsible for the roll out and ongoing performance and operations of Disney+ across EMEA, specifically focused on programming strategy, marketing, customer acquisition and retention, partnerships, research and analytics.

The Senior Customer Management Manager will be a key member of the Disney+ Customer Management team based in London, and will be instrumental in driving and optimising engagement across the region. This customer marketing role has significant opportunity for bottom-line impact and growth. The individual will be working with the Director of Customer Engagement to drive engagement metrics, optimising conversion rates and extending lifetime. The successful candidate will collaborate closely with the local Customer Lifecycle leads in addition to global Customer teams based in the US. The successful candidate will be the functional expert and lead in delivering regional strategy for on boarding & content / feature engagement as well as driving optimisation of KPIs across the region through rigorous test, measure, learn as well as management of the CRM.

Responsabilités:

  • Regional lead for Onboarding & Customer Engagement, responsible for the delivery and optimisation of core Engagement KPIs at regional level (Free to pay conversion %; month 1 churn; customer engagement)
  • Develop regional strategy for onboarding & content / feature engagement, working collaboratively with global and local market leads to ensure alignment with both overall global strategy and localisation needs. Responsible for defining ways of working across multiple territories to enable strategy and plans to be localised into locally-led go-to-market plans
  • Responsible for launch-readiness for Disney+ launch markets across all Customer management onboarding and engagement activity. Working collaboratively with local customer leads. To include migration planning and comms where relevant.
  • Use data and insight to fully understand customer behaviours and develop recommendations, levers & tactics to optimize and improve trading metrics & drive lifetime.
  • Responsible for leading the management of engagement regional tests. Working with the Product Innovation team and Director of Customer Engagement to embed a focus on continuous improvement and delivering scalable impact through testing initiatives. Candidate to manage the overall engagement test, measure, learn plans for the region.
  • Management of cross-territory campaign plan & delivery of pan-region engagement campaigns e.g. originals. Working collaboratively with local and global teams. To include line management of regional delivery resource and regional POC for central content teams.
  • Lead delivery of personalized and segmented campaign activity across multiple channels (email, in-app, push), leveraging customer-led insights and product automation roadmap to create 1-2-1 messaging. Working closely with the analytics (regional); content (regional) and product (US) teams.
  • Champion of new Customer engagement techniques / approaches. Candidate would work with the Product Innovation team to introduce best practice in terms of CRM tools
  • Work with wider Disney Customer Management teams to both understand the wider Disney marketing context as well as leveraging know-how and expertise.
  • Required to deputise for Director of Customer Engagement as required

Skills & Experience
  • Successful track record in Customer Management / Lifecycle Marketing
  • Experience within a subscription business and proven ability to build engagement of a customer base, with tangible trading upside (e.g. revenue, net growth)
  • 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 engagement tools & 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
  • Experience working with key campaign management tools and platforms (e.g Salesforce, Adobe or equivalent ESP)
  • Data-centric essential
  • Budgetary management experience and financial acumen
  • Proven negotiation skills
  • Champions change and drives results
  • Curious and “Can do”
  • Creative problem-solver
  • Able to work well with ambiguity
  • Comfortable working in a fast-paced environment

Sur Disney Media & Entertainment Distribution:

Composé des unités commerciales internationales de la société et de divers services de streaming direct aux consommateurs, Disney Media & Entertainment Distribution (DMED) aligne la technologie, la distribution des médias et les ventes de publicité en un seul segment commercial pour créer et offrir des expériences de divertissement personnalisées aux consommateurs du monde entier.

Sur The Walt Disney Company:

The Walt Disney Company, avec ses filiales et ses sociétés affiliées, est une grande société internationale et diversifiée de divertissement familial et de médias couvrant les secteurs d’activités suivants : réseaux de médias, parcs et centres de vacances, studio de divertissements, produits de consommation et médias interactifs. Depuis ses modestes débuts en tant que studio de dessins animés dans les années 20 jusqu’à son statut de référence dans l’industrie du divertissement d’aujourd’hui, Disney poursuit fièrement sa tradition de création d’histoires et d’expériences exceptionnelles pour tous les membres de la famille. Les histoires, les personnages et les expériences de Disney touchent les consommateurs et les visiteurs du monde entier. À travers nos activités présentes dans plus de 40 pays, nos employés et cast members collaborent pour créer des expériences de divertissement appréciées à la fois au niveau universel et local.

Le poste est rattaché à The Walt Disney Company Ltd. , qui fait partie du secteur d’activité que nous appelons Disney Media & Entertainment Distribution.

The Walt Disney Company Ltd. est un employeur qui souscrit au principe d’égalité des chances à l’emploi. Les candidats seront pris en considération pour l’emploi sans tenir compte de l’âge, de la race, de la couleur de peau, de la religion ou des convictions, du sexe, de la nationalité, de l’origine ethnique ou nationale, de l’orientation sexuelle, du changement de sexe, du statut marital ou civil, du handicap, de la grossesse ou de la maternité. Disney favorise une culture commerciale où les idées et décisions de tous et toutes nous aident à grandir, innover, créer les meilleures histoires et être pertinents dans un monde en évolution rapide.

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