Director, Retention Strategy

Job Description

Responsibilities

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we'll continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

At Peacock, we know life is complicated but believe entertainment shouldn't be. We envision a more human streaming experience that embraces the entertainment you love. Backed by 100+ years of NBCUniversal legacy, we know how to entertain. We combine this legacy with an insatiable itch for innovation, embracing the data and technologies that challenge the status quo. Our team is never done obsessing over how best to deliver excellence across television, film, sports, news, and more. 

This ambition is a group effort. As challengers at heart, our secret weapon is our talented team of big thinkers, data-driven drivers of growth and innovation. We start by putting people first, embracing empathy and compassion to create a more dynamic, more fulfilling workplace and a better, more enjoyable product. As a company, we embrace the power of transparency and inclusion. We know the best idea can come from anywhere, so we're committed to creating an organization where we act as one and put ego aside. We are determined to forge the next frontier of streaming through trust, teamwork, and talent.

The Director, Retention Strategy, will be a key role on Growth and Lifecycle Marketing's Audience Development team helping identify opportunities to pull levers that increase our engagement KPI's and reduce Peacock member churn. You will work both cross-functionally and closely with the CRM/Retention teams to evaluate product and marketing performance data, create test plans, and make recommendations to increase optimization. The ideal candidate loves diving into what the data is telling us, sharing ideas across the organization, and helping us sustain and grow consumer engagement.

Key Responsibilities
• Manage a team of marketers responsible for planning fan engagement and lifecycle messaging within the email, push and in app messaging channels.
• Develop and track audience cohort analyses with data and analytics teams to identify opportunities for re-engagement / to prevent churn or increase win-back.
• Work cross-functionally with Marketing, Product, Editorial, and Data/Analytics teams to ideate and execute retention-driven initiatives that grow our KPI's outside of traditional CRM communication channels.
• Translate high-value behaviors and motivations into optimizing CRM channels messaging. Look for opportunities on times to strike for action to increase our engagement with title repertoire expansion (watch more content on Peacock). Apply macro thinking to plans to create the biggest impact on Peacock audience cohorts.
• Develop test plans for cross-functional initiatives as well as CRM cross-channel campaigns to drive promotion/segmentation strategies that feed into retention optimization
• Report on retention investment and relevant KPI's supporting both short- and long-term customer-conversion and -retention goals and use insights to communicate potential product improvements. Develop retention scoreboard with reporting by channel and tactic that informs go-forward strategy.
• Partner with Marketing Strategy teams to identify and assess impact of optimizations on CRM channels.
• Represent retention team and goals to introduce fan engagement / loyalty initiatives within the business including interactive experiential programs that drive increased viewership and content affinity

Qualifications
• You have 10+ years experience in DTC marketing, retention marketing or CRM
• You have 4+ years experience managing teams with >5 members
• You are a strategic thinker, problem solver, experienced project manager and communicator who is focused on building meaningful and impactful long-term relationships with consumers
• You have experience working with data and analytics teams to identify and measure audience cohorts. You love working with data. Your first instinct to solving a problem is to start with data and ask questions.
• You are a testing pro with a good understanding of how to build effective tests and can communicate results to team members across varying levels of experience and technical understanding
• You have extensive project management and organization skills including: conceptualization, brainstorming, driving cross-team alignment, managing deadlines and objectives, delivering analyses, managing learnings library and recommendations/next steps
• You're a team player and very comfortable with collaboration.
• You have the ability to work independently, coordinate multiple priorities, and thrive in a fast-paced, change-oriented environment

Desired Qualifications:
• You have a data-driven mentality to identify key areas of growth and are deeply familiar with tools to support CRM analytics and know how to read Tableau dashboard
• You have experience with CRM, lifecycle marketing, digital marketing and multi-channel programs preferably from a D2C subscription-oriented business

Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $140,000 - 170,000, bonus and LTI eligible

Additional Information

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations by emailing [email protected].

Jobcode: Reference SBJ-gp33zx-3-15-143-207-42 in your application.