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Senior Manager, Customer Management (Maternity Cover)

応募後で応募 Job ID 856513BR 勤務地-都市 ロンドン, イングランド, イギリス 勤務地-国 Disney Media & Entertainment Distribution 掲載日 Sep. 05, 2021


We are looking for a Senior Manager in Customer Management to join the Disney+ team on a maternity cover contract. The Disney+ team is responsible for the roll out and ongoing performance and operations of Disney+ across EMEA, specifically focused on programming strategy, marketing, customer acquisition and retention, partnerships, research and analytics.

The Senior Customer Management Manager will be a key member of the Disney+ Customer Management team based in London, and will be instrumental in driving and optimising engagement across the region. This customer marketing role has significant opportunity for bottom-line impact and growth. The individual will be working with the Director of Customer Engagement to drive engagement metrics, optimising conversion rates and extending lifetime. The successful candidate will collaborate closely with the local Customer Lifecycle leads in addition to global Customer teams based in the US. The successful candidate will be the functional expert and lead in delivering regional strategy for on boarding & content / feature engagement as well as driving optimisation of KPIs across the region through rigorous test, measure, learn as well as management of the CRM.


  • Regional lead for Onboarding & Customer Engagement, responsible for the delivery and optimisation of core Engagement KPIs at regional level (Free to pay conversion %; month 1 churn; customer engagement)
  • Develop regional strategy for onboarding & content / feature engagement, working collaboratively with global and local market leads to ensure alignment with both overall global strategy and localisation needs. Responsible for defining ways of working across multiple territories to enable strategy and plans to be localised into locally-led go-to-market plans
  • Responsible for launch-readiness for Disney+ launch markets across all Customer management onboarding and engagement activity. Working collaboratively with local customer leads. To include migration planning and comms where relevant.
  • Use data and insight to fully understand customer behaviours and develop recommendations, levers & tactics to optimize and improve trading metrics & drive lifetime.
  • Responsible for leading the management of engagement regional tests. Working with the Product Innovation team and Director of Customer Engagement to embed a focus on continuous improvement and delivering scalable impact through testing initiatives. Candidate to manage the overall engagement test, measure, learn plans for the region.
  • Management of cross-territory campaign plan & delivery of pan-region engagement campaigns e.g. originals. Working collaboratively with local and global teams. To include line management of regional delivery resource and regional POC for central content teams.
  • Lead delivery of personalized and segmented campaign activity across multiple channels (email, in-app, push), leveraging customer-led insights and product automation roadmap to create 1-2-1 messaging. Working closely with the analytics (regional); content (regional) and product (US) teams.
  • Champion of new Customer engagement techniques / approaches. Candidate would work with the Product Innovation team to introduce best practice in terms of CRM tools
  • Work with wider Disney Customer Management teams to both understand the wider Disney marketing context as well as leveraging know-how and expertise.
  • Required to deputise for Director of Customer Engagement as required

Skills & Experience
  • Successful track record in Customer Management / Lifecycle Marketing
  • Experience within a subscription business and proven ability to build engagement of a customer base, with tangible trading upside (e.g. revenue, net growth)
  • Results-focused with extensive experience in test and learn at a customer and campaign level
  • Thrives through working in cross-functional / multi-territory teams, ideally experience in an international matrix organisation
  • A deep understanding and interest in latest engagement tools & techniques, awareness of the unique challenges of a consumer subscription business essential.
  • Understanding of market nuances and dynamics to deliver a global strategy while also balancing local adaptions to drive local results
  • Experience working with key campaign management tools and platforms (e.g Salesforce, Adobe or equivalent ESP)
  • Data-centric essential
  • Budgetary management experience and financial acumen
  • Proven negotiation skills
  • Champions change and drives results
  • Curious and “Can do”
  • Creative problem-solver
  • Able to work well with ambiguity
  • Comfortable working in a fast-paced environment

Disney Media & Entertainment Distribution について:

Disney Media & Entertainment Distribution (DMED)は、国際的な事業部門とさまざまな消費者向けストリーミングサービスで構成されており、テクノロジー、メディア配信、広告販売を単一の事業セグメントに統括し、世界中の消費者一人ひとりに応じたエンターテインメント体験を創出・配信しています。

The Walt Disney Company について:

The Walt Disney Companyおよびその子会社・関連会社は、メディア・ネットワーク、パーク&リゾート、スタジオ・エンターテイメント、コンシューマ・プロダクツ、インタラクティブ・メディア事業を扱う、多角化したファミリー向けエンターテイメントとメディアのグローバルカンパニーです。1920年代に小さなアニメーション・スタジオとしてスタートしたディズニーは、今日のエンターテイメント業界において世界中の人々に愛される存在となりました。今後もお客様一人ひとりに最上のストーリーと体験を提供できるような作品作りを継承し、40カ国以上で従業員とキャストメンバーが一丸となり、ディズニーエンターテイメント体験を創出していきます。

これは The Walt Disney Company Ltd., のポジションであり、 Disney Media & Entertainment Distributionという事業区分に含まれます。

The Walt Disney Company Ltd. は、機会均等雇用主です。応募者は、年齢、人種、肌の色、宗教または信条、性別、国籍、民族性または出身国、性的指向、性転換、配偶者/性的少数者や事実婚パートナーシップの有無、障害、妊娠、または出産に関わらず、雇用の検討対象となります。ディズニーは、企業が成長し、革新を生み、最高のストーリーを創出し、急速に変化する世界に対応できるよう、あらゆる人のアイデアや決定を尊重する企業文化を育みます。

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