Customer Relationship Manager

4 weeks ago

Jakarta, Indonesia Disney Media & Entertainment Distribution Full time

This role is based in Indonesia and responsible for the Indonesia market.

The Walt Disney Company’s Direct-To-Consumer and International (DTCI) is a global business segment with the mission of providing consumers around the world access to the content they want most, on the latest platforms, at a time of rapidly evolving consumer habits. Combining the Company’s direct-to-consumer streaming services, Hulu, ESPN+ and Disney+ alongside Disney’s international media businesses, DTCI aligns cutting-edge technology with world-class content and beloved brands to expand the Company’s global footprint and deliver highly-personalized entertainment experiences to diverse consumers around the world.

Disney+ is the dedicated streaming home for movies and shows from Disney, Pixar, Marvel, Star Wars, National Geographic, and more. As part of Disney’s Direct-to-Consumer and International (DTCI) segment, Disney+ is available on most internet-connected devices and offers commercial-free programming with a variety of original feature-length films, documentaries, live-action and animated series and short-form content. Alongside unprecedented access to Disney’s incredible library of film and television entertainment, the service is also the exclusive streaming home for the latest releases from The Walt Disney Studios_._

This role is part of the Retention & Lifecycle team and is responsible for providing assistance and recommendation for driving customer engagement and retention through the development, set up and optimisation of campaigns to support the key KPIs of acquisition, retention and customer lifetime value for Disney+ Hotstar.

This role will play a critical part in the Lifecycle and Retention marketing team and utilise deep technical understanding to drive customer engagement within the Indonesian market.

**Areas of Responsibilities**:

- Assist and advise for engagement and retention campaigns in the local market
- Define engagement strategy to across pre-launch, onboarding and in life customers
- Define retention strategies to increase Life-Time-Value
- Assist in ensuring customer journeys across app and website are aligned with the brand proposition
- Work with the regional team to align on strategies
- Provide recommendation to set up campaigns both through direct communication channels and in app
- Guide and strategically plan to deliver localised campaigns
- Coordinate with creative teams to define creative concepts and brief build of creative assets
- Track effective management and delivery of campaigns
- Provide mechanism to evaluate performance and develop recommendations at a customer and campaign level including its performance and effectiveness
- Coordinate with product owners to define customer journeys and new features to drive engagement and retention
- Strategically plan for new customer engagement and retention techniques / approaches

**Professional Qualifications and Experience**
- A Bachelor’s Degree in the relevant field
- Experienced in CRM marketing preferably in an online subscription business (e.g. gaming, telecommunications, entertainment or other relevant industry)
- Experienced working across digital channels including apps and website
- Hands on experience in developing campaigns from strategy through to execution and experimentation techniques
- Agency briefing and management
- Experience in campaign recreation and project management of the delivery
- Strong track record of delivering successful campaigns
- Experience delivering multiple campaigns across different channels
- Results-focused with extensive experience in test and learn at a customer and campaign level
- Good organisational skills and ability to prioritise workload to meet competing deadlines
- Excellent communication and presentation skills
- Strong analytical and numerical skills
- Meticulous and commitment to accuracy
- Ability to produce CRM copy in both Indonesian and English

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. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

The Walt Disney Company is committed to creating a healthy and safe workplace environment for our employees. As part of this ongoing effort, the company strongly encourages newly hired employees to be fully vaccinated against COVID-19.

LI-DNI

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