Manager - Customer Retention Engagement

• Responsible for fostering strong relationships with our OTT SVOD and AVOD platform's users, driving engagement, and implementing strategies to retain existing customers. This role is pivotal in creating a positive user experience, increasing user loyalty, and reducing churn through targeted engagement initiatives and retention campaigns
• Develop and execute customer engagement strategies to keep users actively using the platform and encourage repeat visits.
• Plan and implement retention campaigns, personalized messaging, and loyalty programs to reduce churn and increase customer loyalty.
• Gather user feedback / insights to enhance user experience and inform product improvements
• Collaborate with the customer support team to address user inquiries and concerns promptly, ensuring a positive customer experience.
• Utilize data analytics to monitor user behavior, engagement metrics, and retention rates, optimizing engagement and retention efforts
• Strong skills in building and maintaining customer relationships, with a focus on enhancing user satisfaction and loyalty
• Excellent written and verbal communication skills to engage users effectively across various channels
• Ability to analyze user data and metrics to inform decision-making and measure the effectiveness of engagement and retention efforts
• Creative mindset to design engaging campaigns, activities, and initiatives that resonate with users
• Proactive problem-solving skills to address user concerns and identify opportunities for improvement

QUALIFICATIONS & EXPERIENCE:

• 5+ years of Proven experience in customer engagement, customer retention, or a similar role in the digital media or entertainment industry. Experience with customer communication and marketing automation tools
• Familiarity with user analytics platforms to track user behavior and engagement metrics
• Fluent in Arabic and English