Senior Retention Manager

Requirements

• 6+ years of experience in subscription-based businesses, with at least 4+ years passionate about retention,
• Proven track record of developing and accomplishing successful business and growth strategies,
• Strong analytical and experimentation skills, with proficiency in Excel and PowerPoint,
• Experience bringing to bear data and insights to inform decision-making and optimize performance,
• Competence in commercial matters, with an understanding of business economics and market dynamics,
• Collaborative approach with experience working across multiple teams and functions,
• Strong problem-solving skills and a practical approach,
• Creative problem solver with the ability to develop innovative strategies,
• Bachelor’s degree or equivalent experience,
• (Desirable) Experience working in global organizations and across multiple regions,
• (Desirable) Familiarity with the gaming industry and/or broader entertainment landscape

What the job involves

• Join one of the world’s largest and most dynamic gaming subscription services,
• As part of the PlayStation Plus In-Life Growth team, you will play a pivotal role in bringing to bear the value of our existing customer base,
• This team is responsible for growing customer lifetime value through outstanding monetization strategies, using a broad range of commercial levers to deepen player engagement and strengthen retention,
• In this role, you will lead the creation and implementation of the PlayStation Plus retention strategy,
• You will be responsible for initiatives aimed at lowering churn, growing renewals, and strengthening long-term customer dedication,
• Success requires strong collaboration—you will work closely with teams across Product, Engagement, Payments, and the wider PlayStation Plus group to deliver unified, effective retention plans,
• Operating globally, you will apply your deep knowledge of regional behaviors and market trends,
• You will customize strategies to fit both worldwide goals and local market demands,
• You will collaborate with partners across Europe, the Americas, and Asia to align priorities, share plans clearly, and ensure smooth implementation,
• Lead, establish, and carry out the international PlayStation Plus retention approach,
• Build, launch, and continuously optimize retention initiatives to drive customer lifetime value and reduce churn,
• Collaborate across departments including Product, Engagement, Payments, and Acquisition teams to coordinate strategies and implementation,
• Manage key retention touchpoints across the customer lifecycle, optimizing renewal and engagement moments,
• Leverage data, experimentation, and machine learning models to identify “next best actions” and deliver personalized retention strategies,
• Coordinate retention promotional budgets, ensuring strong return on investment across ATL and BTL initiatives,
• Communicate retention strategies and performance insights to collaborators at all levels, driving alignment and agreement,
• Contribute to global service trading meetings, including reporting and performance tracking of key retention benchmarks,
• Proactively identify risks and opportunities, developing mitigation and acceleration plans as needed,
• Effective creation and implementation of retention strategies,
• Delivery against renewal rate and churn reduction targets,
• Innovation and continuous improvement of retention initiatives,
• Strength and impact of strategic recommendations and execution plans,
• Ability to influence collaborators and drive meaningful change across the business

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