FOX Networks Group (FNG) is 21st Century FOX’s international multi-media business. We develop, produce and distribute 300+ wholly- and majority-owned entertainment, sports, factual and movie channels in 45 languages across Latin America, Europe, Asia and Africa. FNG’s core channel brands include FOX, FOX Sports, FOX Life, FOX+ and National Geographic Channel. FNG’s movie channels include FOX Movies, FOX Movies Premium and SCM (formerly Star Chinese Movies). Our non-linear brands include FOX Play, FOX Play+ and Nat Geo Play. These networks and their related mobile, non-linear and high- definition extensions, reach over 1.825 billion cumulative households worldwide. In addition, FNG owns and operates two production studios and produces thousands of local programming hours for its wholly owned channels and third parties.
Fox Networks Group is looking to hire a Director, Customer Engagement and Retention for their FOX+ business which is FNG”s new OTT service on which subscribers can stream movies, series, live sports and documentaries across different devices and platforms.
The candidate must work with the EVP & MD Digita, playing a key role in the design, development and execution of our customer engagement and subscriber retention strategy for our Fox+ subscribers.
They will own Fox+ customer journeys; driving deeper programming engagement, reducing churn, and increasing affinity and long-term customer value. The candidate will also be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
Geographical Remit: APAC and Middle East
Reporting To: EVP & MD Digital
Drive increase of engagement
Drive customer retention and CLTV
Roles and Responsibilities:
Customer Engagement & Retention
Manage the full customer lifecycle, from customer on-boarding, engagement, retention and win-back. Develop, operationalise and optimize full customer journeys for the digital products
Deliver data driven retention strategies to engage, retain and win back customers. Operationalise this strategy into direct communication campaigns to increase engagement and consumption.
Manage integration with analytics to adopt a true data centric mentality in the teams, evaluate effectiveness of campaigns and content consumption.
Partner with data and analytics teams to identify actionable marketplace and customer level insights and opportunities, inform creative strategies, content creation, product development recommendations and customer acquisition strategies.
Analyse and evaluate customer journeys/funnels, produce recommendation into the product team to improve on customer journeys.
Set up customer segmentation where required, to drive further engagement within segment groups. Automate to one on one engagement where necessary.
Leverage insights to develop sound, fact-based marketing strategies and executions that drive incremental ROI against business objectives.
Establish and evaluate cross and upsell campaigns where necessary.
Lead the development and ongoing optimization of direct communications strategies across customer segments and channels (including email, mobile messaging, paid media, in-product, web, and social media) in order to deliver compelling customer experiences, drive greater usage and deeper engagement with our brand and our programming, reduce churn and improve LTV.
Customer Experience Management:
Operationalise contact centre. Establish contact centre excellence, evaluate contact centre infrastructure, put best practice processes in place to serve customers needs.
Set up and run social media community and content creation team to serve customers needs and surface content recommendations.
Set up tracking to evaluate customer experience across products and touch points.
Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
Inject a customer centric perspective into our messaging strategies and executions.
Lead a team of high performing marketing professionals to deliver high velocity marketing campaigns on a continuous basis.
Partner with internal campaign production teams to execute best-in-class communications that build and support value-enhancing customer experiences and the FOX+ brand.
10+ years customer retention / CRM / database marketing experience, ideally with an online subscription or ecommerce business
Bachelors degree, Masters level degree well regarded
Highly proficient in targeted marketing through digital channels; in particular using email, mobile messaging, and paid media.
Exceptionally strong analytical skills
Solid project management and organizations skills
Can thrive in a fast-paced environment
Confident and articulate communicator, capable of inspiring strong collaboration in the organization
Candidate must be curious and a self-starter
Comfort with a fast-paced start-up environment
Deliver agreed KPI's in a results driven environment.
To submit your
application, please send your CV to FNGSingaporeCareer@fox.com
and type < Director, Customer
Engagement and Retention > in the subject line of your email. Using a
blank or unique subject line will cause your email to be overlooked or mistaken
for the spam. Your interest will be treated in the strictest of confidence and
only shortlisted candidates will be notified.