Senior Manager, Customer Engagement London, England
Job description
Senior Manager, Customer Engagement
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Job Summary:
Disney+ is The Walt Disney Company’s Direct to Consumer video entertainment service. The service consists of long form and short form video built around five content brands (Disney, Pixar, Marvel, Star Wars, National Geographic) along with a wide variety of high quality general entertainment for adults, with an intuitive and easy to use interface available across multiple platforms (e.g. televisions, laptops, mobile devices).
The Disney+ EMEA team is responsible for the roll out and ongoing performance and operations of Disney+ across the region, specifically focused on programming strategy, marketing, customer acquisition and retention, partnerships, research and analytics.
This role is a key part of the Disney+ EMEA Product and Operations team, responsible for defining our on-platform engagement playbook and optimization across the region.
The role will work closely with the global product and tech teams in both the US and India, as well as collaborating with local market teams and the regional programming and analytics teams. The role will be responsible for home page optimization, communication strategies and product improvements that drive customer engagement. Key performance metrics will include product performance KPIs, customer consumption KPIs, and customer lifetime and retention KPIs.
The Opportunity & Responsibilities
This role is responsible for managing all Disney+ engagement metrics across EMEA and defining and implementing engagement strategies and tactics to maximize viewership.
This following responsibility spans both Disney Streaming and Hotstar products:
Create a customer engagement measurement framework with clear KPIs, covering key engagement channels, specifically Homepage, in-app, email and push notifications
Monitor core engagement metrics daily and establish relevant reporting for local teams and leadership
Build a regional experimentation roadmap for engagement, with focus on continuous improvement and delivering scalable impact through testing initiatives
Own and understand on platform personalization and work closely with the global teams to determine further rollouts and algorithm enhancements based on EMEA strategies
Track in-app customer behaviour data to inform curation of content and optimization of editorial merchandising strategies working closely with the content planning team
Work in close collaboration with the merchandising team to optimize the UK home page, setting out clear ways of working
Drive optimal exposure for new content launches to support engagement KPIs
Oversee a cross promotion comms strategy that drives content discovery across brands/genres in order to maximise retention
Work closely with the Senior Manager Product and Operation to develop a roadmap of product experience and content discovery enhancements (e.g personalization, search, home page design)
The Experience We Require From You
Experience within a digital business such as subscription, retail or trading
Trading mindest with a proven track record of delivering daily optimization and improvements to core KPIs
Ability to build data led operating models and reporting frameworks
Experience working effectively with global product teams to deliver on regional / local market needs
Understanding of market nuances and dynamics to deliver a global strategy while also balancing local market nuances to drive local results
Results-focused with experience in test and learn
A strong data driven approach to understanding customer behaviours
Deep collaboration and stakeholder relationship building skills
Strong presentation and communication skills
Appetite to drive change and deliver results
Curious and “Can do” attitude
Creative problem-solver
Comfortable working in a fast-paced environment
Thrives through working in cross-functional / multi-territory teams, ideally experience in an international matrix organisation
