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Discovery

Director, Retention Strategy

Discovery hires the very best and brightest talent who are enthusiastic and passionate to fulfill the company's mission of empowering people to explore their world and satisfy their curiosity.

In exchange for their talent and drive, employees are provided with an engaging, diverse workplace and the resources they need to learn, thrive and grow in their careers.

Job Summary

About Us
Discovery's Digital group is a well-funded start-up within Discovery, Inc. We are fast, nimble, and have fun developing new, innovative, and immersive digital products and content for iconic brands. We are working at the crossroads of technology, entertainment, and everyday utility. As content creators across the digital ecosystem, we continuously leverage our technology to create immersive viewing and interactive experiences.
We tell engaging stories to millions of viewers across the Internet every day and bring new interactive experiences to life to not only entertain but improve the lives of our customers. Most recently, our group is behind the launch of discovery+, Discovery's global streaming service, serving as the definitive destination for real life entertainment with the largest ever content offering at launch, which debuted in the U.S. on January 4, 2021.

What's in it for you?
This is an incredibly exciting time to join the digital business. As the Director, Retention Strategy you will play a key role in the evolution and success of the Direct-to-Consumer (DTC) business. You'll have the opportunity to work with a dynamic, passionate and incredibly talented creative team as we build a new subscription-based streaming & interactive experience from the ground up.
The Director, Retention Strategy will be responsible for strategic leadership of our lifecycle marketing initiatives. You will be able to turn customer data and insights into actionable strategies, delivering meaningful interactions with our growing customer base.
In this senior leadership role you will oversee the development of our subscription base through conversion, nurturing, engagement and retention strategies that drive higher customer satisfaction, longer tenure and increased revenue growth. As an omni-channel expert, you will lead a team to spearhead innovative strategies with a hyper focused "test and learn" mindset, maximizing lifetime value, loyalty and retention.

About you:
• A proven lifecycle strategist with the ability to develop successful customer retention programs within a digital subscription environment
• Strong analytics background and history of working with customer data to identify and apply audience insights to strategies that increase engagement and subscriber tenure
• Expertise in understanding customer churn and mitigation strategies
• Comfortable as a liaison leader with product, tech, research and content groups to influence our product roadmap towards driving engagement
• A strategic thinker, problem solver and communicator who is focused on building meaningful and impactful long-term relationships with consumers
• An experienced strategic team leader with strong communication and leadership skills

Responsibilities

Retention Strategy - Define, and evolve the retention strategy for direct-to-consumer subscriptions, including effective saves and winback programs
Conversion - Develop a customer conversion strategy that maximizes lifetime revenue by converting free trialists to paid subscribers
Customer Loyalty & Engagement - Devise strategies, creative marketing propositions and campaigns to increase engagement, long term loyalty and satisfaction of subscribers
Deliver KPIs - Ensure overachievement against budget on all retention KPIs and own retention forecasting
Customer Insight - Translate high-value behaviors and motivations into optimizing current programs. Work closely with data and analytics teams to develop and track audience cohorts and help identify high value actions and leading indicators to increase reactivation and reduce churn through marketing, product and programming optimizations.
Offer & Pricing - work with finance and business strategy teams to identify upsell strategies and determine retention and win-back offers
Consumer Research -- Gain a deeper understanding of our customer base by working with our internal research group to spearhead regular studies.
Customer Service - Collaborate with the internal fan relations team to better understand the customer experience, develop direct contact retention strategies.
Reporting - Be obsessed with customer insights and partner with our BI/Analytics team to develop cross-channel reporting of the entire lifecycle. 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.
Team Leadership - Build a team of multiple direct reports, offer clear support and guidance on objectives and their responsibilities, create a positive, delivery-focused and collaborative team

Requirements

• 7-10 years' experience in Analytics, Retention, Engagement or Customer Lifecycle marketing, MBA and/or Strategy Consulting background preferred
• Deep experience in driving retention strategies for a consumer facing digital subscription business
• Experience with multichannel campaign delivery tools - deep understanding of the CRM technology landscape and ability to translate business needs into technical requirements
• Strong creative, customer segmentation and analytical experience
• Strong analytical skills with the ability to use data and metrics to back up assumptions, recommendations and drive action.
• Ability to get into the detail, problem solve, resolve issues and bring teams together
• A great communicator who can tell the full story at all levels within the organization, bringing all stakeholders along with them
• Must have the legal right to work in the United States

Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including but not limited to all local Fair Chance Ordinances.

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If you are an individual with a disability and need an accommodation during the application process, please send an email request to [email protected]

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