Job Title

Sony Pictures Networks India is seeking an experienced Manager - Customer Lifecycle Management, India. The incumbent will be responsible for Customer Lifecycle Management Profile for India Direct Consumer BusinessPOSITION SPECIFICATION:- ·- Education: MBA or equivalent postgraduate degree - Experience: 8–10 years in Customer Lifecycle Management (CLM) - Must-Have Expertise: Proven experience in base management, usage monitoring, and customer retention . Expert-level proficiency in data analysis and customer engagement tools-KEY RESPONSIBILITIES:-1. Base Management & Engagement- Monitor subscription base daily using engagement and usage KPIs - Identify customer segments at risk of churn based on engagement metrics - Design and execute strategic, data-driven campaigns to prevent churn and boost engagement - Own the Growth & Retention funnel to increase revenue and customer stickiness2. Renewal Strategy- Drive renewal performance across both recurring and non-recurring payment modes - Develop and implement strategies to improve renewal conversion rates - Analyze customer behavior to optimize timing and messaging for renewal prompts3. Winback Campaigns- Create targeted strategies to reactivate lapsed customers - Analyze old subscriber data to identify and win back valuable users4. Customer Segmentation- Segment customers based on: - Subscription pack type - Mode of subscription - Engagement KPIs - Renewal behavior - Develop micro-segments for more personalized and effective outreach5. Campaign Management- Create and execute daily, targeted campaigns for key segments: - Existing SVOD base - Users due for renewal - Lapsed users - Customize communication based on customer segment insights - A/B test creatives and messages to improve campaign effectiveness - Track and enhance key metrics such as CTR (Click-Through Rate) and conversion ratesCritical Competencies for SuccessBehavioral:- Strategic thinker balanced with a grasp of details. Must possess the ability to switch between execution and strategy mode most effortlessly. - Ability to see the big picture, visualize the future and develop relevant functional strategies which value add to our business. - Ability to prioritize and cope with competing demands. Must possess a sense of urgency and excellent execution and project management skills. - A creative thinking hat to approach vague business problems and convert them into accurate data models. - A mix of individual contributor and business manager. - Ability to thrive in a fast-paced, fluid and collaborative environment. - Ability to influence and communicate cross-functionally and externally. - Ability to think strategically about complex challenges and convert insights into straightforward, timely actions. - Passion for results and excellence. - Must be able to get the job done by working collaboratively with others. - Inquisitive and analytical mind; out-of-the-box thinking; bring a creative perspective to business problems applying functional expertise, business understanding and common sense.Technical:- Well versed with Data Analysis Tools, CRMOther Personal Characteristics :The successful candidate must be bright, quick, and a team player who also possesses independence of thought and opinion to provide candor and honesty to support and influence key business decisions. Must have authenticity to establish quality relationships across the organization through the highest levels of professionalism, ethics and mutual respect. Personal traits which will make one an ideal candidate for the position are:- Straightforward, professional and polished - Excellent communicator - High energy, with an ability to motivate - A do-it-yourself orientation, consistent with the company’s “roll-up the-sleeves” culture - Positive outlook with an ability to deal with ambiguity - Is a balanced individual capable of developing creative solutions while anticipating and mitigating risks - Has business acumen and is a strategic thinker - Is an independent thinker and assertive. Can voice his/her opinion against top management and other stakeholder in a professional manner.Why join us? Sony Pictures Networks is home to some of India’s leading entertainment channels such as SET, SAB, MAX, PAL, PIX, Sony BBC Earth, Yay!, Sony Marathi, Sony SIX, Sony TEN, SONY TEN1, SONY Ten2, SONY TEN3, SONY TEN4, to name a few! Our foray into the OTT space with one of the most promising streaming platforms, Sony LIV brings us one step closer to being a progressive digitally-led content powerhouse. Our independent production venture- Studio Next has already made its mark with original content and IPs for TV and Digital Media. But our quest to Go Beyond doesn’t end there. Neither does our search to find people who can take us there. We focus on creating an inclusive and equitable workplace where we celebrate diversity with our Bring Your Own Self Philosophy. We strive to remain an ‘Employer of Choice’ and have been recognized as: - India’s Best Companies to Work For 2021 by the Great Place to Work® Institute - 100 Best Companies for Women in India by AVTAR & Seramount for 6 years in a row - UN Women Empowerment Principles Award 2022 for Gender Responsive Marketplace and Community Engagement & Partnership - ET Human Capital Awards 2023 for Excellence in HR Business Partnership & Team Building Engagement - ET Future Skills Awards 2022 for Best Learning Culture in an Organization and Best D&I Learning Initiative. The biggest award of course is the thrill our employees feel when they can Tell Stories Beyond the Ordinary!