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Subscriptions Experience Manager
Posted on 6/4/2022
Burlingame, CA, USA
Experience Level
Desired Skills
  • At least 5 years of experience focused on optimizing a customer's digital experience
  • Experience working with digital products and channels (websites, apps, emails etc.)
  • Sound, logical approach to prioritizing which customer cohorts to prioritize efforts on
  • A data-led approach, comfortable with measurement and interpreting analysis
  • A customer first mentality - If it doesn't lead to positive customer experiences - you don't like it!
  • A desire to push yourself and show your value to the business
  • Skills in Excel and PowerPoint
  • Identifying, understanding, and reporting on customer segments
  • You'll be using our wealth of data to identify customer cohorts which need some extra attention or action. You'll be an expert in addressing the cause of that customer's needs, not just the symptoms
  • Examples of cohorts could be: Customers who joined the service for a particular game that they are no longer interested in, Customers who joined the service at a discount in a big sale, Customers who have turned off automatic payments etc
  • You will be reporting on how these customers interact with their subscription over time and the actions you have recommended and implemented to extend their tenure with the service
  • Delivering a Test and Learn strategy which turns into Full Market deployment
  • You will propose, measure and report upon a testing and learning strategy (all using control groups) which aims to optimise the experience that customers have
  • When tests prove successful you will manage the roll out of these findings with our delivery teams across all channels to maximise the benefit we get from these findings
  • Working really closely with our Communications and Merchandising teams
  • You'll be looking at identification of important cohorts and building a strategy for those customers throughout their lifecycle with us - but you'll need to work really closely with other teams to deliver those experiences. Whether it's via messages on the Console or by emails to their inbox, you'll be in close contact with our supporting teams to deliver your vision
Desired Qualifications
  • : Subscriptions background/understanding
PlayStation Global

5,001-10,000 employees

Online multiplayer gaming and digital media delivery service
Company Overview
Playstation's mission is to deliver new joy, excitement and awe to everyone. The company builds software and hardware for gaming consoles and content.
  • Health and wellness: Medical (PPO, HDHP, and HMO), dental, vision, disability, employee assistance program, flexible spending accounts, health savings account, student loan repayment assistance, education reimbursement program, wellness reimbursement, identity theft protection, basic and voluntary life and AD&D insurance, business travel accident insurance, 4.5% 401(k) match, commuter program, additional voluntary programs (group legal, pet insurance, auto and home insruance), onsite flu shots and biometric screenings
  • Family and time off: 12 paid holidays, generous PTO, paid parental leave, adoption assistance program, 529 college savings plan match, back-up child care, parental and elder care coaching
  • Perks: Sony product discounts, passport perks program, monthly $10 Playstation Network voucher, employee referral bonus, game launch events
Company Core Values
  • Dreams & Curiosity: Pioneer the future with dreams and curiosity
  • Diversity: Pursue the creation of the very best by harnessing diversity and varying viewpoints
  • Integrity & Sincerity: Earn the trust for the Sony brand through ethical and responsible conduct
  • Sustainability: Fulfill our stakeholder responsibilities through disciplined business practices