Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Universal City


Director, Customer Engagement & Retention Analytics
The Position
This role will define, implement and execute a best-in-class customer engagement and retention analytics strategy for the streaming service.   The role will collaborate closely with Marketing leadership to identify business problems and provide data-driven solutions to maximize the efficient growth of an engaged customer base. The role will build and lead a team of analytics professionals to accomplish this mission.  The overarching objective is to champion the intelligent use of data and power the growth of a high value user base for the streaming platform.
Responsibilities include, but are not limited to:
Data Strategy
Define the analytics strategy to support the customer engagement and retention strategy for the direct-to-consumer streaming service
Develop frameworks to understand relationships between diverse forms of data from both internal sources (viewing behavior, purchases) and external sources (paid media campaigns, social listening) and the key customer engagement and retention KPIs
Analytics and Storytelling
Analyze complex data sets to develop actionable insights that can drive differentiated marketing approaches at the customer level
Develop analyses and surface insights to drive customer engagement and retention, including KPI deep dives, predictive churn modeling, marketing efficiency analytics, behavioral clustering, content affinity analysis, customer value, customer journey analysis and churn analytics
Curate audiences to enable differentiated, relevant marketing touches across CRM channels (email, in app, push)
Synthesize analytics and statistical approaches into easy-to-consume storylines and indicated actions for executive audiences.
Facilitate data democratization through design and delivery of data visualization solutions
Driving Change
Lead the effort to complete the analytics feedback loop and integrate insights (and associated data flows) into CRM systems to optimize marketing activities
Serve as Decision Sciences point person for Customer Retention & Engagement Marketing leadership on data and analytics initiatives
Develop and maintain partnerships w/ Marketing, Strategy, IT and Decision Science teams to develop and implement scalable solutions resulting from insights
Design and implement testing frameworks to gauge efficacy of strategic intitiatives
Mentorship and Leadership
Recruit, develop, mentor and retain a best-in-class marketing analytics team
Develop individuals who combine technical skills with strong communication and business acumen
Establish and cultivate strong cross-functional working relationship

• BA/BS in marketing, statistics, mathematics, economics or other quantitative discipline
• 8+ years of experience with large data sets and analytical tools
• Knowledge of programming languages (e.g. SQL, Python)
• Strong leadership skills
• Expertise with CRM analytics
• Experience analyzing data in digital analytics platforms (e.g. Adobe Analytics) and audience targeting platforms (e.g. DMP’s)
• Experience with predictive modeling and data science techniques
• Experience with A/B and multivariate testing
• Knowledge of cross-channel digital marketing campaigns
• Experience w/ Big Query / Google technology stack a plus
• Cross-platform mentality and approach
• Strong interpersonal skills with the ability to motivate, collaborate and influence
• Flexible and adaptable
• Ability to deliver on multiple projects and meet tight deadlines
• Ability to be persuasive, influence, and execute innovative methods and processes
• Self-driven, confident, resourceful, and resilient
• Ability to collaborate and work in partnership with different parts of the organization
Sub-BusinessEnterprise Business Intelligence
Career Level
CityUniversal City
CountryUnited States
About Us
NBCUniversal, the global media company that brought you some of the world’s most iconic television and film franchises, including: The Tonight Show, Saturday Night Live, Keeping Up With The Kardashians, The Real Housewives, Mr. Robot, The Voice, This Is Us, The Fast & The Furious, Jurassic Park, Minions, and more - is launching an all-new direct-to-consumer streaming service. It will seamlessly bring together the breadth and depth of NBCU’s broadcast and cable television series,

About the company

NBCUniversal is where opportunities are found and careers are made. From the front lines to the top executive roles, we make it easy for potential candidates to explore opportunities and find the right fit with our team.

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