Customer Retention Manager

Job Description

About the Role & Team
We're looking for a skilled CRM Manager to lead retention, engagement, and product initiatives with a focus on localization and alignment with local campaigns, markets level needs and legal regulations. Join our team to make a meaningful impact in the CEE region!
This role will require you to be working 4 days a week in our office and 1 day from home.
What You Will Do
• 📊Optimize KPIs: Enhance retention metrics (churn, cancellations, streaming hours, frequency, volume) by aligning strategies with local market needs and ensuring product consistency.
• 🌍Localize Customer Journeys: Adapt and optimize customer journeys, triggered messaging, and campaigns (email, push, in-app, web) to reflect local preferences, compliance, and winback strategies.
• 📅Guide Campaign Execution: Oversee localized campaign calendars, collaborating with agencies and freelancers to align creative, copy, and design with regional requirements.
• 📈Analyze & Share Insights: Use cancellation and campaign data to identify churn drivers, measure effectiveness, and share best practices tailored to local markets.
• 🔍Monitor Trends: Track competitor activity and industry trends to inform localized retention strategies compliant with CEE regulations.
• 🤝Collaborate Across Teams: Partner with local and regional teams to align initiatives with local needs, ensuring agile, compliant, and timely delivery.

Required Qualifications & Skills
• Strong professional experience: Successful track record in retention, engagement, or product management, ideally within a SVOD or other subscription business.
• Strategic Approach: Proven ability to tailor CRM strategies to diverse market needs while ensuring compliance with local laws and regulations.
• Analytical Expertise: Strong skills in analyzing campaign and retention data to drive actionable, market-specific insights.
• Cross-Functional Collaboration: Experience working with diverse teams and external partners to deliver high-impact, localized initiatives.
• Languages: Fluency in Polish and English (written and spoken).
The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.
We will ensure that individuals with disabilities are provided the necessary accommodations to participate in the job application or interview process, to perform essential job functions, and to receive all benefits of employment. Please contact us to request accommodation.

This position is with The Walt Disney Company Polska Sp.z o.o., which is part of a business we call The Walt Disney Company (EMEA).

Jobcode: Reference SBJ-128k6v-216-73-216-0-42 in your application.