Manager, Acquisition & Retention

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role…

This position is responsible for developing and executing strategies to attract new customers and engage existing customers for the DC Universe Infinite (DCUI) subscription business and other digital business ventures. This role involves developing targeted strategies across the customer lifecycle that lead to subscriber, revenue, and customer lifetime value (LTV) growth.

Your Role Accountabilities...

• Map the entire customer lifecycle, identifying key touchpoints and stages (e.g., awareness, consideration, purchase, retention, and advocacy.)

• Develop a deep understanding of customer behaviors and needs at each stage of the lifecycle. Identify pain points in the customer journey and implement solutions to improve the customer experience and optimize transitions between lifecycle stages.

• Design and execute targeted campaigns that address the specific needs and behaviors of customers at different lifecycle stages across various channels (performance marketing, social media, CRM campaigns, affiliate marketing, etc.)

• Segment customers based on demographics, behaviors, and lifecycle stage to deliver more relevant and personalized experiences.

• Implement dynamic content and automated workflows to tailor messaging, content, and offers to individual customer profiles.

• Create and manage a lifecycle growth model to ensure cost-effective growth, balancing growth targets, ROI (LTV vs CAC), and spend across all channels.

• Define, socialize, and educate KPIs for all stages in the user lifecycle and against all business activities.

• Analyze user data to refine strategies, optimize campaigns, and improve overall customer experience.

• Regularly report on key metrics, such as churn rate, retention rate, LTV, customer acquisition costs (CAC), etc.

• Lead cross-functional initiatives with teams across the organization, including Digital Products, Sales & Marketing, Customer Experience, and Global Enterprise Analytics, to deliver on business goals and growth targets.

• Coordinate with the Digital Products team to ensure that product updates, new features, and improvements are effectively communicated to customers.

• Performs other related duties as assigned.

Qualifications & Experience…
 

Work Experience

• At least five (5) years of relevant work experience in digital marketing required. Must have a deep understanding of and previous experience in digital marketing operations and metrics.

• Experience with subscription businesses strongly preferred.

Education, Professional Training, Technical Training or Certification

• Bachelor’s degree in Marketing, Business, or a related field, or equivalent experience required.

Knowledge and Skills

• Must be able to communicate effectively and tactfully (both verbally and in writing) with individuals at all levels of the organization.

• Must be able to organize effectively and pay close attention to details.

• Must be able to work well under time constraints, meet deadlines, and manage multiple tasks and project elements simultaneously.

• Must have excellent project management skills and the ability to manage complex, multi-channel, and cross functional campaigns.

• Must have strong analytical skills and the ability to analyze data and use in sights to optimize campaigns and improve user experiences.

• Must have a customer centric mindset and an understanding of meeting customer needs.

• Proficiency using Microsoft Office software (Word, Excel, PowerPoint, and Outlook) and Adobe Acrobat required.

• Knowledge of publishing/comic book industry preferred.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our g