Retention Manager

At Viaplay Group, we entertain millions of people every day through our streaming services, TV channels and production studios. We believe in the power of content not just as a way of telling stories and touching lives, but also expanding worlds.

We’re looking for the best people to join us on our journey. Right now, we’re searching for a Retention Manager in our office in Helsinki, Finland – are you ready to hit play on an exciting career change?

The role
We are looking for a Retention Manager who will be the one closest to our customers with a key focus to always understand what our customers want and needs. You will also be responsible for developing and executing the customer strategy and other Customer Experience related initiatives in order to optimize customer base growth via retention. You will also be responsible for generating customer insights via surveys and working with our massive amounts of customer data, working closely with our data science and machine learning teams from start to finish.

This role will report to our Head of D2C, who is responsible for all direct consumer sales and activities in the Finnish Market. You will be working close with key stakeholders in the Finnish management team and other key stakeholders within Viaplay Group.

Key responsibilities:

• Develop and execute on the customer strategy.
• Initiate and drive various CX related activities from start to finish. This includes stakeholder management, understanding business needs, setting up surveys, conducting analyses, sharing conclusions and presenting the material across functions.
• Gathering, defining, prioritizing, and driving the development of new features and improvements in collaboration with stakeholders
• Analyze behavioral and/or attitudinal data, generate reports for decision-making and prioritization as necessary, and implement actions accordingly.
• Take part in customer strategy and customer journey initiatives.

• Contribute to and drive initiatives that ensures a customer centric culture within Viaplay Group.
• Lead external research projects.

What we’re looking for
In order to thrive in this role, we do believe you’ll have at least some experience in the following:

• You have 2+ years of experience in related or similar field
• You have a passion for customer behavior
• You have an interest in data analysis and a data-centric mindset
• You have excellent communication skills for effective collaboration
• A can-do attitude, sense of humor and the ability to work humbly with others.
• Enthusiasm for movies, series and premium sports is a plus.
• You speak fluent English and Finnish. Swedish is a plus.

What we offer you
We’ve got you covered! 30 days of paid vacation every year, an attractive pension and insurance scheme, and generous parental leave pay lift.

Your wellbeing matters. We provide you with various wellbeing initiatives including wellness allowance and lunch benefits with Edenred.

A safe space to grow and up-skill. Our learning culture puts you in the driver’s seat of your own development.

Entertainment is what we love, and entertainment is what we do. So, unlimited access to Viaplay seems only fair for you to get to know the product – including series & viewing events, new release movie rentals, linear channels and more.

Hit play today
If this feels like your kind of challenge, make sure you apply by attaching your CV here – you may also want to add your LinkedIn profile. Please don’t send us your application via email because we won’t be able to accept it. We do, however, welcome any questions you may have about this particular position.

Want to learn more about who we are and what we do? Check out our careers page or follow us on Instagram! We’re only ever a few clicks away.

Department
Commercial

Locations
Helsinki, Finland

Helsinki, Finland