Manager of Early Tenure Retention, Video Services

Apple • Culver City, CA

271d

About The Position

The people who work at Apple have reinvented and defined entire industries with the Mac, iPhone, iPad, Apple TV, Apple Watch, AirPods, HomePod and a multitude of groundbreaking Accessories. We have done the same with services, including iTunes, the App Store, Apple Music, and Apple Pay. And more recently have launched truly innovative services with Apple News+, Apple Arcade and Apple TV+. We are deeply passionate about apps, music, movies, TV shows, and books. It’s a force that drives and inspires every one of us every single day. The passion for innovation that goes into our products applies to our practices as well, strengthening our dedication to leave the world better than we found it. As the Manager of Retention Early Tenure on the Global Video team, you will develop strategic programs that quickly and deeply engage customers on the Apple TV+ platform. You will collaborate closely with teams throughout Apple to implement programs aligned with Apple TV+'s overall business objectives, driving subscriber retention and lifetime value.

Requirements

• Minimum of 8 years of experience in video streaming, subscription growth, digital marketing, or related roles within the media and entertainment industry.
• Experience developing and implementing retention initiatives in matrixed environments where products or platforms cut across multiple teams and functions.
• Experience scaling programs and initiatives globally, with a deep understanding of the nuances across countries and regions.
• BA/BS degree required.

Nice To Haves

• Excellent communication with the ability to influence and collaborate across cross-functional teams.
• A strong analytical brain comfortable leveraging data and insights to inform strategic decision-making.
• Proficiency in using data analysis tools and techniques.
• Experienced in balancing multiple priorities, cross functional collaboration and work streams, working with limited resources.
• Outstanding ability to problem solve, develop creative solutions, and demonstrate resourcefulness.
• An individual with natural curiosity and with an innovative and big picture approach.
• Solid understanding of product management and appreciation for roadmaps and engineering developments.

Responsibilities

• Analyze customer data (surveys, churn analysis, etc.) to identify at-risk customers and understand the root causes of churn.
• Develop and implement targeted retention campaigns, such as win-back offers or loyalty programs, to improve customer satisfaction and retention rates.
• Proactively engage with customers to understand their needs and concerns, and address them effectively.
• Collaborate with other departments (marketing, product, engineering) to improve the overall subscriber experience in their first 90 days on the service.
• Track key performance indicators (KPIs) like churn rate, customer lifetime value, and customer satisfaction to evaluate the effectiveness of retention efforts.
• Clearly communicate retention strategies and results to relevant stakeholders.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees