Manager, Customer Engagement & Retention Analytics, Direct-To-Consumer

NBC Universal Universal City , CA 91608

Posted 3 months ago


NBCUniversal, the global media company that brought you some of the world's most iconic television and film franchises, including: The Tonight Show, Saturday Night Live, Keeping Up With The Kardashians, The Real Housewives, Mr. Robot, The Voice, This Is Us, The Fast & The Furious, Jurassic Park, Minions, and more - is launching an all-new direct-to-consumer streaming service. It will seamlessly bring together the breadth and depth of NBCU's broadcast and cable television series, movie titles, premier sporting events, and renowned news reporting... all in one destination all in one app.

We are building a world-class team of smart, hungry and fearless professionals who are energized by the possibility of working at the epicenter of content, technology and culture. Join us if you would like to be a part of this exciting initiative.

The Position

This role will be responsible for delivering advanced analytics and data-centric support for the new streaming service, with an emphasis on existing customer engagement and retention marketing analytics, as well as content promotion analysis. The role will collaborate closely with the Marketing team to identify business problems and provide data-driven solutions. The overarching objective is to champion the intelligent use of data and power the growth of a high value user base for the streaming platform.

Responsibilities include, but are not limited to:

Analytics and Storytelling

  • Analyze complex data sets to develop actionable insights that can drive differentiated marketing approaches at the customer level

  • Develop analyses and surface insights to drive customer engagement and retention, including KPI deep dives, marketing efficiency, behavioral clustering, content affinity analysis, customer value, customer journey analysis and churn analytics

  • Curate audiences and inform engagement tactics to enable differentiated, relevant marketing touches across CRM channels (email, in app, push)

  • Analyze content promotions and surface insights that will help drive viewership and a more loyal customer base

  • Synthesize analytics and statistical approaches into easy-to-consume storylines and indicated actions for executive audiences both visually and verbally

  • Facilitate data democratization through design and delivery of data visualizations

Cross-Functional Collaboration and Leadership

  • Function as client-facing business partner to the marketing team, championing the use of data and analytics solutions to drive Direct-to-Consumer growth

  • Capture business requirements for data and analytic solutions, and collaborate with Marketing team to ensure business requirements align with business needs

  • Lead day-to-day collaboration with Marketing to communicate insights and recommend data informed strategies

Driving Change

  • Support the processes to implement insights into action by integrating new data solutions into CRM systems to optimize marketing activities

  • Develop and maintain partnerships w/ Marketing, Strategy, IT and Decision Science teams to develop and implement scalable solutions resulting from insights

  • Partner with Marketing team on test design and measurement of strategic initiatives


  • Become a member of a high performing, highly collaborative analytics team

  • Collaborate with teammates to drive professional growth/skill development and enhance the quality of the work product

  • Establish and cultivate a strong cross-functional working relationship

Analytic and Technical Competency:

  • Deep understanding of advanced marketing analytics for direct to consumer businesses (video streaming or subscription business experience a plus)

  • Ability to perform deep dive analyses into marketing interactions, customer journeys, and conversion funnels

  • Experience using statistical data modeling techniques to create customer segments, optimize targeting, and create forecasts

The Person

  • BA/BS in marketing, statistics, mathematics, economics or other quantitative discipline. MBA, or Masters in an analytics related field a plus

  • 4+ years of experience with large data sets and analytical tools

  • Knowledge of SQL and a scripting language (Python, R, etc.)

  • Tableau, Domo, or equivalent report building experience

  • Strong curiosity, leadership and business acumen

  • Background with CRM preferred

  • Experience analyzing data in Adobe Analytics, and audience targeting platforms (e.g. DMP's, CDP's) preferred

  • Experience w/ Big Query / Google technology stack a plus

  • Strong interpersonal skills with the ability to motivate, collaborate and influence

  • Flexible and adaptable

  • Ability to deliver on multiple projects and meet tight deadlines

  • Ability to be persuasive, influence, and execute innovative methods and processes

  • Self-driven, confident, resourceful, and resilient

  • Ability to collaborate and work in partnership with different parts of the organization

the key qualifications would include digital marketing / CRM expertise and data science/analytics skill. Adobe Analytics expertise would be good. Tableau/Domo skills a plus.

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Manager, Customer Engagement & Retention Analytics, Direct-To-Consumer

NBC Universal