Customer Retention Specialist (parental leave cover)

About the Role & Team

As our new Customer Retention Specialist, you will be a member of the Nordic Disney+ Performance team and will help driving and optimizing customer retention and engagement across the Nordic region. You will be working with the Customer campaign coordinator and other key stakeholders to create communication and customer journeys that drive retention metrics, optimizing churn and extending lifetime.  

Join our Customer Acquisition and Retention team in the Nordics and become a key player as a Customer Retention Specialist. We're looking for someone with a driven talent for innovative thinking, analytics skills and a good team player.  

Reporting directly to the Sr. Manager Acquisition, Retention & Digital Marketing for the Nordic and Baltic, you'll be part of an upbeat, well-connected team where every single day presents new challenges and opportunities for growth. 

So if you are you a well-organized, structured person who can handle many tasks at the same time, then now is the time to step into an exciting career with one of the world's most iconic brands. We’re looking forward to hearing from you. Apply now and let's build magic together! 

This role is a fixed-term, parental leave cover approx. for 1 year with a target start date in February 2026. This role can be based onsite in any of our Nordic offices in Stockholm, Copenhagen, Oslo or Helsinki.

What You Will Do

• Responsible for the delivery and optimization of core retention KPIs at local level (Churn, Reactivation, Cancellation rate, Streaming engagement, Visit rate)

• Working with all retention and engagement activities, such as lifecycle journeys, risk, winback content and engagement content

• Working collaboratively with EMEA leads

• Responsible for the planning and execution of customer campaigns such as newsletters, push notifications, in-apps etc. Working closely with the coordinator who builds the campaigns

• Work to constantly improve CRM personalization and automation activations

• Evaluate and follow up campaign metrics and find ways of improving engagement on service

• Review, test and optimize current communication to customers

• Constantly analyze cancellation data to understand why people cancel, and how they are saved, to improve optimization and messaging

• Develop performance reports; ability to benchmark and contextualize results within local market landscape

• Lead local retention and engagement tests to improve customer communication

• Champion of new retention initiatives to increase engagement and reduce churn

• Build a solid working relationship with key stakeholders; regional lifecycle and engagement teams, creative, content, PR, brand marketing, merchandising and legal

• Be the expert in competitor activity and retention best practice

• Be adaptable to changing priorities and requirements, with a flexible working style

Required Qualifications & Skills

• Successful track record in CRM / SVOD Retention

• Experience within a subscription business and proven ability to deliver improvements to retention trading KPIs (churn, net growth, revenue)

• Results-focused with experience in test and learn at a customer and campaign level

• Thrives through working in cross-functional / multi-territory teams, ideally experience in an international matrix organization

• A deep understanding and interest in latest retention techniques, awareness of the unique challenges of a consumer subscription business essential

• Understanding of market nuances and dynamics to deliver a global strategy while also balancing local adaptions to drive local results. 

• Data-centric approach

• Solid working experience with project or production management/ campaign coordination.  

• A deep understanding of marketing communication, incl. experience in copywriting

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.