Senior Manager, Customer Growth

Roku • New York, NY

40d • Hybrid

About The Position

Roku is seeking a highly analytical, results-oriented Senior Manager, Retention, to lead our efforts to retain and engage our valuable customer base. Reporting to the Sr. Director, Customer Intelligence, you will be responsible for developing, executing, and optimizing strategies and programs that reduce churn, increase customer lifetime value, and drive sustained engagement and loyalty to the Roku platform. This role requires a strong understanding of customer lifecycle management, a passion for data-driven decision-making, and the ability to collaborate effectively across a complex organization.

Requirements

• 8+ years of experience in customer retention, lifecycle marketing, growth marketing, or a related analytical role, preferably within a subscription, streaming, or consumer technology company.
• Proven track record of developing and executing successful retention strategies that have demonstrably reduced churn and increased customer lifetime value, with associated people and process management responsibilities.
• Strong analytical skills with the ability to interpret complex data, identify trends, and translate insights into actionable strategies. Experience with A/B testing and experimentation is a plus.
• Proficiency with data analysis and presentation tools (e.g., SQL, Tableau, and similar data visualization suites) and a strong understanding of customer segmentation and modeling.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively with diverse teams and stakeholders.
• Strategic thinker with a hands-on approach, comfortable operating in a fast-paced and evolving environment.
• Bachelor's degree in Marketing, Business, Economics, Statistics, or a related quantitative field.

Nice To Haves

• A Master's degree is a plus.
• Passion for the streaming industry and a deep understanding of customer behavior in a digital environment.

Responsibilities

• Strategy & Planning: Develop and execute comprehensive retention strategies and programs across the customer lifecycle, from onboarding to re-engagement, with a focus on reducing churn and increasing customer lifetime value.
• Data Analysis & Insights: Leverage data analytics, customer segmentation, and behavioral insights to identify key drivers of churn and opportunities for retention. Translate complex data into actionable recommendations and strategies.
• Program Management: Drive end-to-end development and execution of retention initiatives, including A/B testing, personalization, loyalty programs, and targeted communications.
• Cross-functional Collaboration: Partner closely with Product, Marketing, Engineering, Data Science, and other teams to implement retention and customer value-driving strategies, ensuring a cohesive customer experience.
• Performance Monitoring & Optimization: Define key performance indicators (KPIs) for retention, engagement, and monetization opportunities, monitor performance, and continuously optimize strategies based on data and insights.
• Customer Understanding: Deeply understand the Roku customer journey, pain points, and motivations to proactively address engagement & retention challenges and enhance customer satisfaction.
• Reporting & Communication: Regularly communicate customer engagement, value, and retention performance, insights, and recommendations to senior leadership and cross-functional stakeholders.
• Team Contribution: Contribute to the Customer Intelligence team's overall vision and strategy, fostering a culture of continuous improvement and customer-centricity.

Benefits

• This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off.
• Our comprehensive benefits include global access to mental health and financial wellness support and resources.
• Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension).
• Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level