Senior Customer Retention Manager, Roku
$150-275k
+ Equity award
More information about location
4-5 days a week in office
Convenient and affordable TV streaming players
Be an early applicant
Convenient and affordable TV streaming players
1001+ employees
Be an early applicant
$150-275k
+ Equity award
More information about location
4-5 days a week in office
1001+ employees
Company mission
To provide its users with a more convenient and cost effective way of watching the programs they love.
Role
Who you are
- This role requires a strong understanding of customer lifecycle management, a passion for data-driven decision-making, and the ability to collaborate effectively across a complex organization
- 8+ years of experience in customer retention, lifecycle marketing, growth marketing, or a related analytical role, preferably within a subscription, streaming, or consumer technology company
- Proven track record of developing and executing successful retention strategies that have demonstrably reduced churn and increased customer lifetime value, with associated people and process management responsibilities
- Strong analytical skills with the ability to interpret complex data, identify trends, and translate insights into actionable strategies. Experience with A/B testing and experimentation is a plus
- Proficiency with data analysis and presentation tools (e.g., SQL, Tableau, and similar data visualization suites) and a strong understanding of customer segmentation and modeling
- Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively with diverse teams and stakeholders
- Strategic thinker with a hands-on approach, comfortable operating in a fast-paced and evolving environment
- Bachelor's degree in Marketing, Business, Economics, Statistics, or a related quantitative field. A Master's degree is a plus
- Passion for the streaming industry and a deep understanding of customer behavior in a digital environment
What the job involves
- The Customer Intelligence team at Roku is dedicated to maximizing customer lifetime value. We are a data-driven team focused on understanding customer behavior, identifying opportunities to improve engagement, monetization, and retention, and developing strategies to foster long-term loyalty. This team works cross-functionally with Product, Marketing, Engineering, and other stakeholders to deliver impactful customer experiences, and collaborates closely with Analytics and Data Science teams to produce insights, measurements, and predictive models
- Roku is seeking a highly analytical, results-oriented Senior Manager, Retention, to lead our efforts to retain and engage our valuable customer base
- Reporting to the Sr Director, Customer Intelligence, you will be responsible for developing, executing, and optimizing strategies and programs that reduce churn, increase customer lifetime value, and drive sustained engagement and loyalty to the Roku platform
- Strategy & Planning: Develop and execute comprehensive retention strategies and programs across the customer lifecycle, from onboarding to re-engagement, with a focus on reducing churn and increasing customer lifetime value
- Data Analysis & Insights: Leverage data analytics, customer segmentation, and behavioral insights to identify key drivers of churn and opportunities for retention. Translate complex data into actionable recommendations and strategies
- Program Management: Drive end-to-end development and execution of retention initiatives, including A/B testing, personalization, loyalty programs, and targeted communications
- Cross-functional Collaboration: Partner closely with Product, Marketing, Engineering, Data Science, and other teams to implement retention and customer value-driving strategies, ensuring a cohesive customer experience
- Performance Monitoring & Optimization: Define key performance indicators (KPIs) for retention, engagement, and monetization opportunities, monitor performance, and continuously optimize strategies based on data and insights
- Customer Understanding: Deeply understand the Roku customer journey, pain points, and motivations to proactively address engagement & retention challenges and enhance customer satisfaction
- Reporting & Communication: Regularly communicate customer engagement, value, and retention performance, insights, and recommendations to senior leadership and cross-functional stakeholders
- Team Contribution: Contribute to the Customer Intelligence team's overall vision and strategy, fostering a culture of continuous improvement and customer-centricity
Our take
According to Nielsen data, the average streamer spends over seven minutes searching for something to watch. Streaming services use customers' viewing history to make suggestions, but these are limited to programs licensed for that particular service.
Roku provides an integrated streaming service that offers TV channels, movies and third-party streaming services, resulting in an all-in-one streaming platform. The service can be accessed through a variety of customized subscription packages and fees.
Roku stands out in the streaming industry by bringing many competitors together in one package. The startup provides further innovative services such as a weekly TV series named 'Roku Recommends' which uses first-party data to recommend essential viewing to users. Alongside funding filmmakers through its "Change Makers Program", Roku also acquired its own original library of shows through its acquisition of now-defunct Quibi's library in 2021. After successful collaborations with TCL and Hisense, the first in-house "Roku Television" was released in 2023, further exemplifying the streaming company's wider ambitions in the media sector.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jan 2016
$45.5m
LATE VC
Nov 2015
$45.5m
SERIES H
Total funding: $247.8m
Company benefits
- Medical, wellness and financial benefits
- Unlimited paid time off policy
- Work from home opportunities
- Free snacks and access to the company fitness center
Company HQ
Newhall, San Jose, CA
Leadership
Anthony Wood
(Founder & CEO)Studied Engineering at Texas A&M before founding their first company in 1986. They held VP roles at both Adobe and Netflix.
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