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Retention Performance Associate Manager

Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States

Offer summary

Qualifications:

Bachelor's degree or higher in a relevant field., Proven experience in subscription services with a focus on customer retention., Strong analytical skills with proficiency in MS Excel and PowerPoint., Commercial awareness of the gaming and consumer entertainment markets..

Key responsabilities:

  • Develop and implement the PlayStation Plus retention channel strategy.
  • Manage and optimize retention initiatives to enhance customer lifetime value.
  • Collaborate with cross-functional teams to align retention plans and drive renewals.
  • Analyze retention trends and risks, providing insights and recommendations for improvement.

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Job description

Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

Retention Performance Associate Manager
San Mateo, CA (remote US considered) 

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 leavers 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.  Owning and optimizing our key retention touch points, innovating the best solutions to drive customer renewals.

The role is highly collaborative, focused on driving KPIs across the business that support customer retention – Collaborating closely with Product, Engagement and Payments alongside the wider PlayStation Plus teams to execute and build aligning and complimentary plans.

You will be required to work at a global level – understanding global vs local behaviours and adapting plans appropriately. This will involve working across all stakeholder teams with colleagues in Europe, America and Asia to agree, communicate and deploy business plans.

Main Areas of Responsibility/Key Performance Indicators:
  • 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

The individual will be measured on:

  • Creation, communication, and delivery of retention strategies
  • Exploring, recommending and presenting new ideas whilst evolving existing retention initiatives  
  • Efficiency and effectiveness of plans and proposals
  • Delivering PlayStation Plus renewal and churn rate targets  
  • The ability to instigate change in the current business and inspire people
Experience
  • 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

Education
  • Degree – Bachelor level or above 

Bonus
  • PlayStation fan
  • Gamer 

 Please refer to our Candidate Privacy Notice for more information about how we process your personal information, and your data protection rights.

 

At SIE, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location. 

Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location. 

In addition, this role is eligible for SIE’s top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Click here to learn more.

This is a flexible role that can be remote, with varying pay ranges based on geographic location. For example, if you are based out of Seattle, the estimated base pay range for this role is listed below.
$120,500—$180,700 USD

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. 

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Adaptability
  • Teamwork
  • Communication
  • Problem Solving
Are you interested?

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