Manager, Retention

Job Description

Position Overview: The UK Retention Manager is a key role responsible for developing and executing customer retention strategies for Discovery+ and TNT Sports in the UK. This role also oversees the management of the Discovery+ and TNT Sports products, ensuring that customer engagement, loyalty, and satisfaction are maximized. Additionally, this person will lead the creation and reporting of CRM campaigns. Familiarity with basic HTML and proficiency in Photoshop is highly recommended.

Your Role Accountabilities
• Retention Strategy Development: Design and implement effective customer retention strategies for Discovery+ and TNT Sports in the UK, ensuring they align with global business goals.
• Customer Lifecycle Management: Understand and optimize the customer journey, identifying key touchpoints to drive engagement, reduce churn, and enhance customer lifetime value.
• CRM Campaigns and Reporting: Develop, execute, and report on CRM campaigns to support retention efforts. Use data-driven insights to improve performance and drive customer loyalty.
• Product Management: Manage the Discovery+ and TNT Sports products in the UK, ensuring product enhancements align with customer needs and business priorities.
• Data-Driven Decision Making: Analyze customer data, behaviors, and trends to inform retention strategies and product decisions.
• Cross-Functional Collaboration: Work closely with marketing, sales, and product teams to ensure retention initiatives are aligned with broader company strategies and campaigns.
• Performance Reporting: Provide regular reports on retention and product performance, with insights and actionable recommendations for senior leadership.
• Market Analysis: Keep up to date with market trends, competitor activities, and emerging technologies in the retention and product management space.
• Stakeholder Engagement: Collaborate with key stakeholders across the organization to ensure alignment of retention objectives and product goals.
• Team Leadership: If applicable, manage and mentor a team of specialists, fostering a culture of continuous improvement and learning.

Skills and Experience
• Experience in customer retention, CRM, or product management in the media or sports industry.
• Strong analytical skills and ability to work with data to drive decision-making.
• Ability to create and manage CRM campaigns and their reporting.
• Familiarity with HTML is recommended.
• Proficiency in Photoshop for designing visual elements for campaigns and presentations.
• Excellent collaboration and communication skills to work with cross-functional teams.
• Understanding of the UK market, specifically within sports and streaming services.
Onsite Working - This role is advertised as Onsite, meaning all working hours and days (regardless of shift pattern) will be carried out at the place of work. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement, where this is essential to business needs and upon reasonable notice to you.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-r762b9-18-117-229-13-42 in your application.