Retention Performance Associate Manager

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 

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