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Customer Retention Manager

Job ID 10132746 Location Warsaw, Poland Business The Walt Disney Company (EMEA) Date posted Oct. 13, 2025
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Job Summary:

About the Role & Team

We’re looking for a skilled CRM Manager to lead retention, engagement, and product initiatives with a focus on localization and alignment with local campaigns, markets level needs and legal regulations. Join our team to make a meaningful impact in the CEE region!

 

What You Will Do

  • Optimize KPIs: Enhance retention metrics (churn, cancellations, streaming hours, frequency, volume) by aligning strategies with local market needs and ensuring product consistency.

  • Localize Customer Journeys: Adapt and optimize customer journeys, triggered messaging, and campaigns (email, push, in-app, web) to reflect local preferences, compliance, and winback strategies.

  • Guide Campaign Execution: Oversee localized campaign calendars, collaborating with agencies and freelancers to align creative, copy, and design with regional requirements.

  • Analyze & Share Insights: Use cancellation and campaign data to identify churn drivers, measure effectiveness, and share best practices tailored to local markets.

  • Monitor Trends: Track competitor activity and industry trends to inform localized retention strategies compliant with CEE regulations.

  • Collaborate Across Teams: Partner with local and regional teams to align initiatives with local needs, ensuring agile, compliant, and timely delivery.
     

Required Qualifications & Skills

  • Strong professional experience: Successful track record in retention, engagement, or product management, ideally within a SVOD or other subscription business.

  • Strategic Approach: Proven ability to tailor CRM strategies to diverse market needs while ensuring compliance with local laws and regulations.

  • Analytical Expertise: Strong skills in analyzing campaign and retention data to drive actionable, market-specific insights.

  • Cross-Functional Collaboration: Experience working with diverse teams and external partners to deliver high-impact, localized initiatives.

  • Languages: Fluency in Polish and English (written and spoken).

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

We will ensure that individuals with disabilities are provided the necessary accommodations to participate in the job application or interview process, to perform essential job functions, and to receive all benefits of employment. Please contact us to request accommodation.

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    About The Walt Disney Company (EMEA):

    Disney EMEA aims to drive growth, innovation and brand affinity across an extremely diverse collection of countries with a team of over 6,000 employees operating in 59 markets with offices in 29 countries.

    About The Walt Disney Company:

    The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

    This position is with The Walt Disney Company Polska Sp.z o.o., which is part of a business we call The Walt Disney Company (EMEA).

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    Hiring Process

    • Where Does Your Story Begin?

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      There are many different brands and businesses to explore. Once you've found the opportunity that is right for you, take the next step by completing your application.

    • The Next Chapter

      Once you've applied, you will receive an email allowing you to access your candidate dashboard. Create your login and make sure to check your dashboard often to see your application progress.

    Explore this Location EMEA

    Disney EMEA aims to drive growth, innovation and brand affinity across an extremely diverse collection of countries with a team of over 6,000 employees operating in 59 markets with offices in 29 countries.

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