Retention Performance Associate Manager - Remote

Overview

The successful candidate will join our Revenue and Retention team for PlayStation Plus, a team responsible for monetizing the existing customer base – utilizing all commercial levers to drive the best customer lifetime value from our players. This role will be responsible for the creation and delivery of the PlayStation Plus retention channel strategy.

In Short

• Owning, formulating and delivering the PlayStation Plus channel strategy
• Manage our discounting budget/performance in proactive and reactive channels
• Continuously optimize existing retention initiatives, focused on driving CLV and securing the base
• Track and update on key retention trends and risks
• Communication of retention channel plans to secure buy-in and feedback from all levels across PlayStation
• Work closely with our customer team, who drive engagement, and our acquisition team who lead the development of our ATL plans – providing retention inputs
• Manage key retention touch points, collaborating with Product, Payments and a number of other teams across the business to optimise renewal rates
• Leverage machine learning and AI models to develop strong next best action retention plans, targeting the right players at the right time, driving renewals/engagement
• Contribute to weekly global service trading meeting inc creation of supporting materials and maintain strong visibility of retention KPI’s with key stakeholders
• Identifying retention risk and opportunities, creating mitigation/go faster plans where appropriate

Requirements

• Subscription background with proven retention experience
• Proven expertise in the planning, execution and leadership of business plans
• Ability to propose, shape and lead processes and business operations
• Proven innovation and growth mindset
• Strong analysis/experimentation experience and proficient MS Excel, PowerPoint
• Solution focused and problem-solving attitude
• Creative instinct and ability to think laterally about business planning
• Commercial awareness of the games market and consumer entertainment markets
• Collaboration skills with experience working with many teams to deliver results
• Strong understanding of business economics
• Experience working globally preferred
• Knowledge of the game industry and broad knowledge of wider entertainment industry preferred

Benefits

• Top-tier benefits package including medical, dental, vision, matching 401(k), paid time off, wellness program and employee discounts for Sony products
• Potential eligibility for a bonus package