Customer Retention Manager at The Walt Disney Company

Warsaw, Masovian Voivodeship, Poland

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Entertainment, Media, StreamingIndustries

Successful track record in retention, engagement, or product management, ideally within a SVOD or other subscription business
Proven ability to tailor CRM strategies to diverse market needs while ensuring compliance with local laws and regulations
Strong skills in analyzing campaign and retention data to drive actionable, market-specific insights
Experience working with diverse teams and external partners to deliver high-impact, localized initiatives
Fluency in Polish and English (written and spoken)

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