Head of Retention Marketing m/f/d

Job Description

Are you a senior CRM Manager with a passion for sport and an understanding of what it means to be a fan? If so, we may have the perfect role for you. DAZN is fast becoming the world’s leading sports platform, streaming the most exciting events on the planet, telling the incredible stories behind sport and allowing fans to get closer to their favourite teams and stars. We live to serve the sports fan – liberating them from the restrictions of legacy technology and business models – allowing them to enjoy their favourite sports whenever, wherever and however they want. All for one transparent and affordable price. And on a contract that they can cancel any time. This is sport on the fan’s terms. We are growing at breakneck speed (even post-Covid) with millions of paying customers across 200 countries. Our next goal is to become the world’s largest sports broadcaster and one of the biggest entertainment services on the planet. The focus of this role will be to lead strategically, creatively, and technically our subscription retention marketing programs in DACH. This covers (a) onboarding and in life CRM programs (b) working in partnership with other departments in the DACH market (incl. Strategy, Partnerships, CX, CS, Performance Mkt, etc.) to deliver integrated strategic, promotional and regulatory programs, (c) leading the strategy and execution of our new global loyalty program in DACH, (d) leading our customer success programs in DACH, which support optimisation of retention in a service context (think proactive care, churn save pilots etc.) and (e) driving the strategy and execution for our ‘Coach’ vision in DACH. We believe nothing like ‘Coach’ has been done before, perhaps the closest examples are Amazon Alexa or Apple Siri. Coach knows what you like, identifies when you are not watching and provides prompts and alerts to drive platform engagement in real time. You will lead the strategy for this program in DACH, with strategic leadership and technical support from the Global VP of CRM, who is also based in DACH. You will work in collaboration with the central strategic functions, other departments in DACH (incl. Strategy, Partnerships, CX, CS, Performance Marketing, etc.) and retention marketing functions in other markets (including Italy, Spain, Canada, UK, Japan and more). This role can be based in Berlin or Munich. The internal job title is Head of CRM and Customer Experience. Benefits include access to DAZN, 30 days’ annual leave, annual performance-related bonus, pension contributions up to 3%, family friendly community, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources, opportunity for flexible working and access to our internal speaker series and events.

As our new Head of Retention Marketing, you’ll have the opportunity to:

• Lead strategy and execution of onboarding and in life CRM programs in DACH.
• Lead development and deployment of the coach strategy and vision in DACH.
• Manage a small team of CRM Managers (2 direct reports).
• Collaborate with the CRM ops team in India who lead the deployment of our CRM programs via Salesforce Marketing Cloud and Urban Airship.
• Collaborate with the Global Head of Loyalty, re: the strategy and execution of our new loyalty program in DACH.
• Collaborate with the Global Head of Customer Success, re: the strategy and execution of our subscription retention initiatives in service channels in DACH.
• Collaborate with other markets retention teams to accelerate learnings and performance in DACH and elsewhere.
• Collaborate with other functions in the DACH office incl. Strategy, Partnerships, CX, CS, Performance Mkt, etc.

You’ll be set up for success if you have:

• Extensive experience in CRM / Retention strategy
• A passion for sport, with a deep understanding of what it means to be a fan.
• Cross channel digital marketing experience, ideally in a digital subscription / ecommerce / mobile / utility / telecommunications space.
• Demonstratable creative, data and technical experience (does not have to be in our chosen technologies) in a CRM context.
• Comfortable working in a fast paced, dynamic and international environment.
• Open-minded, flexible and have a positive attitude towards new challenges, with a willingness to learn, embrace new technologies and business change.
• Strong problem-solving skills, along with an ability to manage a focussed workload, to tight deadlines.
• Excellence in stakeholder management. DAZN, is a multinational matrix organisation and you will be expected to influence the decisions of Global and DACH subscription leaders.
• Fluent in written and verbal German and English.

Even better if you have:

• Technical experience / knowledge of Salesforce Marketing Cloud & Urban Airship would be useful, but is not essential (The lead for our Global CRM technology platform, the VP of CRM is also based in DACH, you will also receive support from our 14 strong CRM opps team in India who deploy all CRM programs Globally)
• Experience in SVOD, OTT, sports rights holder or media businesses and / or agency / consultancy.
• Loyalty experience.
• Experience working with customer service teams to deploy programs that save customers.

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So if you want to push boundaries and make an impact, DAZN is the place to be. As part of our team you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop. If you're ambitious, inventive, passionate, brave and supportive, then you're the kind of person who's going to enjoy life at DAZN. We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity and where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience. We look forward to hearing from you. Apply for this job