HBO is seeking a Director of Customer Engagement and Retention to join their Consumer Marketing Group. Reporting to the Vice President of Customer Engagement and Retention Marketing, the ideal candidate is a creative data-driven marketer with a proven track record in customer lifecycle marketing and direct marketing methods through digital channels.
The successful candidate will play a key role in the design, development and execution of our customer engagement and subscriber retention strategy for our subscribers and fans (including HBO NOW and HBO GO subscribers), across paid, owned and earned media.
They will own HBO’s customer journeys; driving deeper programming engagement, reducing churn, and increasing affinity and long-term customer value.
Lead the development and ongoing optimization of direct communications strategies across customer segments and channels (including email, mobile messaging, paid media, in-product, web, and social media) in order to deliver compelling customer experiences, drive greater usage and deeper engagement with our brand and our programming, reduce churn and improve LTV.
Lead a team of high performing marketing professionals to deliver high velocity marketing campaigns on a continuous basis.
Partner with internal campaign production teams to execute best-in-class communications that build and support value-enhancing customer experiences and the HBO brand.
Partner with data and analytics teams to identify actionable marketplace and customer level insights and opportunities, inform creative strategies, content creation, product development recommendations and customer acquisition strategies.
Leverage insights to develop sound, fact-based marketing strategies and executions that drive incremental ROI against business objectives.
Develop testing and measurement strategies to continuously optimize cross-channel campaign performance.
Partner with Marketing Analytics, Research and Technology teams in the evolution of HBO’s end-to-end Marketing Technology stack.
Inject a customer centric perspective into our messaging strategies and executions.
REQUIREMENTS:
10+ years customer retention / CRM / database marketing experience, ideally with an online subscription business
Bachelors degree, Masters level degree well regarded
Highly proficient in targeted marketing through digital channels; in particular using email, mobile messaging, and paid media.
Exceptionally strong analytical skills
Solid project management and organizations skills
Can thrive in a fast-paced environment
Confident and articulate communicator, capable of inspiring strong collaboration in the organization
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