Customer Director

Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe's leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.

WOW is an exciting new streaming brand in the German market. Our Vision is to become Germany's favourite destination to stream and share brilliant entertainment. We are looking for a talented Customer Director to own our customer retention and engagement strategy to enable us delivery our growth ambitions

**What you’ll do**
- You'll be responsible for the WOW customer base as well as developing the retention, pricing and engagement strategy for the WOW customer base
- Most importantly, your daily business will include annual planning, segmentation, forecasting, analysis, and understanding the key drivers of customer churn to achieve our long-term growth goals
- You'll be responsible for end-to-end lifecycle management from acquisition to recovery with the goal of encouraging our customers to enjoy more of the content they love
- You'll independently lead all direct contact with the WOW customer base, acting from strategy to implementation, reviewing performance and continuously improving business results throughout all phases of the customer's lifecycle
- Your role is to lead a customer transformation program that includes the delivery of new martech capabilities, supervising all customer base offerings and pricing, and deploying new communication tools
- You'll be responsible for redifining the data and insights we have about our customer base to improve our customer communications and retention plans
- In addition to NPS strategy and plans for the streaming business, you'll handle research on key drivers of customer satisfaction and develop improvement plans
- You'll act as a leader (M/F/d) of the customer team and support the development of the team in this dynamic environment while embedding effective ways of working on a local and group-wide level, being a key member of the broader WOW leadership team

**What you’ll bring**
- You've a college degree and at least 8-10 years of experience in customer engagement and/or customer retention
- You're passionate about content and have your finger on the pulse when it comes to what content is trending and are able to translate that into business actions and benefits
- Your work experience makes you an authority at developing long-term customer retention and engagement strategies, balancing short-term priorities/trades with long-term improvement efforts to achieve strong retention results
- Above all, you've deep experience in a subscription business with a clear understanding of how to actively and effectively lead churn dynamics
- You bring a high level of customer focus and are able to craft relevant customer narratives and focus on customer problems to improve the customer experience
- Above all, a strategic and data-driven view with strong analytical skills to process information from multiple sources to resolve direction and optimization are among your strengths
- You describe yourself as a strong leader who has experience carfting a succesfull team and motivating them to achieve their goals
- Through cooperativeness and flat hierarchies, you build an environment where everyone can give their best and thrive in different teams and cultures

**Our benefits**:
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At Sky, we'll give you our full support, so you'll be all set to achieve your best. Our range of rewards really are something special, here are just a few:

- Free Sky - watch all our content for free
- Hybrid working model (60/40)
- Flexible working hours with overtime compensation
- 30 days of vacation + Holiday Buy
- International team with flat hierarchies & without dress code
- Lease & Buy - leasing of technical equipment with tax advantage
- Gympass
- corporate wellbeing program

**Inclusion**:
We're proud to be an equal opportunity employer.

**Why wait?**
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To find out more about working with us, search #WirbeiSky or #LifeatSky on social media.

**A job you love to talk about.**
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Sky Deutschland GmbH
People & Organisation
Your Contact: Vanessa Bauer