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Subscriber Retention Lead

REQ ID:  2222

New York, New York, US, 10022

Position Summary:

The Direct-to-Consumer (DTC) team focuses on growing the NBA League Pass business globally by using data-driven insights and decision making. The group works dynamically within a matrix organization to align efforts across Marketing, Product, Finance, Strategy, Analytics and Partnerships, among others.In this role, you will own increasing retention throughout all stages of the NBA League Pass subscriber journey, including time of purchase, onboarding, engagement and win-back. The ideal candidate will have strong experience, and a passion for ideating and executing customer retention tactics across a subscription business. The candidate should also be technically proficient with the ability to establish, track and communicate KPIs unilaterally to all business stakeholders.


Major Responsibility:

  • Partner cross functionally with multiple internal & external teams to align on overall retention strategy / tactics to increase NBA League Pass subscribers & revenue
  • Work collaboratively alongside data and analytics team members to establish KPIs to be used in measuring progress along retention efforts
  • Understand which user behaviors lead to long-term subscriber retention and promote them throughout the customer journey
  • Extract qualitative insights on reasons why subscribers may churn from Voice of Customer surveys and user focus groups
  • Leverage quantitative & qualitative insights to create and execute new customer retention strategies via establishing a hypothesis, testing, learning, and implementing.
  • Communicate key findings, progress and updates unilaterally across departments and regional team members.
  • Establish best practices for customer communication around periods of high-churn (end of free trial, end of season, auto-renew, etc.)
  • Research and become fluent in best practices, new technologies, vendors and platforms aimed at increasing retention (credit card auto-updaters, user engagement tools, etc.)
  • Assist in the development of revenue and expense budgets for League Pass, specifically as it pertains to retention efforts.
  • Work with third party customer service representatives to understand key learnings from customer service issues and their impact on the business both domestically and internationally.
  • Hire, develop, and lead a small team over time dedicated to reducing churn amongst League Pass subscribers


Required Skills/Knowledge:

  • Minimum 5 years prior work experience, preferably with experience at a premiere subscription media, technology or content company
  • Proven track record working cross functionally with multiple teams to drive key business results
  • Strong experience in managing multiple projects, setting priorities and meeting deadlines in a fast-paced work environment.
  • High level of interest and passion in both subscription businesses and customer retention
  • Proficiency in Excel, PowerPoint, and MS Word applications
  • Experience with digital research products and business intelligence tools a plus
  • Demonstrated excellent communication, organization and interpersonal skills
  • Ability to work cross-functionally in a global, matrix organization.
  • Proven ability to influence cross-functional teams to execute on goals.
  • Ability to work independently and follow process with strong attention to detail and accuracy International experience or knowledge highly preferred.
  • International experience or knowledge highly preferred.



Bachelor's degree required

Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

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