Subscriptions Engagement Associate Manager

Subscriptions Engagement Associate Manager

San Mateo, CA (Collab)

Role overview:

Our team operates within the wider ‘Services Commercial’ group who are dedicated to driving growth of PlayStation’s subscription services. This wider group strives to maximise new subscriber acquisition, maximise subscriber retention and provide a compelling reason for people to return to the service year after year. PlayStation Plus is critically important to PlayStation’s vision and is subscribed to by the majority of PlayStation users.

This role specifically sits within the ‘Engagement and Experience’ team who are accountable for bringing together a wide variety of stakeholders (Marketing, Communications, PR, Merchandising, Product, Engineering) to drive a cohesive approach in the customer experience. We strive to ensure that every PlayStation Plus subscriber gets the most out of their membership, has an enjoyable and fun experience, can access their benefits easily and develops a loyalty with us which makes them want to maintain their subscription in the years to come.

We’re looking for someone with ambition, ideas, a can-do attitude, and the ability to see things through the eyes of the customer to achieve our challenging vision. You will be joining an established sub-team purely focused on customer engagement. You will be managing plans for engagement activities, working collaboratively with numerous stakeholder teams to deliver the team’s strategy on how to maximise customers’ perceived value and usage, and contributing to the engagement story to provide a depth of insight and understanding in our performance – all the time focused on data-driven decision making.

The business is putting more and more emphasis on tracking, understanding, and influencing how customers engage with our platform, benefits and products. We’re expanding our team significantly, and we want you to help us with that journey.

What you’ll be doing:

• Implementing the Engagement Strategy to maximise depth and frequency of benefit usage
• Quickly becoming an expert in how and why subscribers use their PlayStation Plus benefits
• Becoming an expert in how our subscribers use their subscription
• Using self-service tools to drill into Customer Engagement data and working with Insight/Analytics teams to optimise those self-service reports
• Devising and implementing tests vs. control groups to confirm hypotheses
• Reviewing analysis on the performance of those tests/activities and drawing conclusions and recommendations
• Working with our delivery teams to align on and prioritise engagement activities
• Project manage complex campaigns for both mass-market and targeted audiences
• Performing competitor and industry reviews on best practice

What we are looking for:

• 3+ years’ experience in customer focused roles
• An understanding of Gaming and Subscriptions customers and their needs
• Proven ability to influence stakeholders and bring colleagues with you on a journey
• A data-led mindset, comfortable with measurement and interpreting analysis
• Experience of driving loyalty through customer-facing activities
• A desire to push yourself and show your value to the business
• Skills in Excel and Powerpoint
• Bonus: Subscriptions background/understanding
• Bonus: Experience with self-service data tools, or even direct data access

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