Customer Retention Specialist (parental leave cover)

工作 ID 10134367 地點斯德哥尔摩, 瑞典 / 哥本哈根, 丹麦 / 奥斯陆, 挪威 / 赫尔辛基, 芬兰 有意工作的公司 The Walt Disney Company (EMEA) 日期已公佈 Oct. 30, 2025

申請

工作概要:

About the Role & Team

As our new Customer Retention Specialist, you will be a member of the Nordic Disney+ Performance team and will help driving and optimizing customer retention and engagement across the Nordic region. You will be working with the Customer campaign coordinator and other key stakeholders to create communication and customer journeys that drive retention metrics, optimizing churn and extending lifetime.

Join our Customer Acquisition and Retention team in the Nordics and become a key player as a Customer Retention Specialist. We're looking for someone with a driven talent for innovative thinking, analytics skills and a good team player.

Reporting directly to the Sr. Manager Acquisition, Retention & Digital Marketing for the Nordic and Baltic, you'll be part of an upbeat, well-connected team where every single day presents new challenges and opportunities for growth.

So if you are you a well-organized, structured person who can handle many tasks at the same time, then now is the time to step into an exciting career with one of the world's most iconic brands. We’re looking forward to hearing from you. Apply now and let's build magic together!

This role is a fixed-term, parental leave cover approx. for 1 year with a target start date in February 2026. This role can be based onsite in any of our Nordic offices in Stockholm, Copenhagen, Oslo or Helsinki.

What You Will Do

Responsible for the delivery and optimization of core retention KPIs at local level (Churn, Reactivation, Cancellation rate, Streaming engagement, Visit rate)

Working with all retention and engagement activities, such as lifecycle journeys, risk, winback content and engagement content

Working collaboratively with EMEA leads

Responsible for the planning and execution of customer campaigns such as newsletters, push notifications, in-apps etc. Working closely with the coordinator who builds the campaigns

Work to constantly improve CRM personalization and automation activations

Evaluate and follow up campaign metrics and find ways of improving engagement on service

Review, test and optimize current communication to customers

Constantly analyze cancellation data to understand why people cancel, and how they are saved, to improve optimization and messaging

Develop performance reports; ability to benchmark and contextualize results within local market landscape

Lead local retention and engagement tests to improve customer communication

Champion of new retention initiatives to increase engagement and reduce churn

Build a solid working relationship with key stakeholders; regional lifecycle and engagement teams, creative, content, PR, brand marketing, merchandising and legal

Be the expert in competitor activity and retention best practice

Be adaptable to changing priorities and requirements, with a flexible working style

Required Qualifications & Skills

Successful track record in CRM / SVOD Retention

Experience within a subscription business and proven ability to deliver improvements to retention trading KPIs (churn, net growth, revenue)

Results-focused with experience in test and learn at a customer and campaign level

Thrives through working in cross-functional / multi-territory teams, ideally experience in an international matrix organization

A deep understanding and interest in latest retention techniques, awareness of the unique challenges of a consumer subscription business essential

Understanding of market nuances and dynamics to deliver a global strategy while also balancing local adaptions to drive local results.

Data-centric approach

Solid working experience with project or production management/ campaign coordination.

A deep understanding of marketing communication, incl. experience in copywriting

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 reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

申請

關於The Walt Disney Company (EMEA):

Disney EMEA 旨在透過在 29 個國家的辦事處在 59 個市場營運的超過 6,000 名員工團隊在極其多樣化的多個國家推動增長、創新和品牌親和力。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。我們在 40 多個國家/地區營運業務，僱員及演藝人員攜手協力，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 The Walt Disney Company Nordic AB，其所屬的業務部門是 The Walt Disney Company (EMEA)。

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