Director, Retention Strategy

Program Management  |  New York  | ID: 8414 

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Director, Retention Strategy

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Teamwork makes the stream work.

Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the US, and we’ve set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.

From your first day at Roku, you’ll make a valuable — and valued — contribution. We’re a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.

 

About the role

At Roku, we make decisions based on data. Customer Strategy and Planning (CS&P) works across the business units to ensure that customer behavior investments (including purchase, subscription, viewing habits, etc.) are evaluated based on how they will enhance Customer Lifetime Value (CLV). By presenting our users with a meaningful experience, they will value the Roku platform and remain loyal to our service and offerings.

The Director will lead the retention strategy function within the Customer Strategy & Planning team.  This person will work across multiple business groups to identify opportunities to reduce churn, improve customer experience, and drive retention.  Key activities will include developing strategies and action plans that positively impact customer lifetime value (CLV). As a key advocate for the customer experience, this person will serve as a partner for several key teams that are focused on an aspect of the customer experience, including Viewer Product, Devices, Media and Global Growth Product and Marketing.

This role reports to the Vice President, Strategy & Planning for Roku’s consumer team.

For New York Only - The estimated annual salary for this position is between $205,000 and $394,000 annually.

Compensation packages are based on factors unique to each candidate, including but not limited to skill set, certifications, and specific geographical location.
This role is eligible for health insurance, equity awards, life insurance, disability benefits, parental leave, wellness benefits, and paid time off.

What you'll be doing

  • Identify opportunities to improve customer experience, retention, loyalty and CLV
  • Develop retention strategies and action plans and collaborate with functional teams to ensure proper execution and measurement of each tactic
  • Develop company-wide integrated roadmaps for major retention initiatives to ensure strategic alignment across the entire customer journey
  • Work closely with UX and research teams to develop a deeper understanding of customer preferences, habits, demographics, and behaviors
  • Work with Customer Intelligence and Data Science to develop and implement churn propensity models. Adapt model use for marketing, merchandising, ML, and customer service
  • Work closely with functional teams to ensure monetization strategies and advertising policies align with customer experience and retention
  • Partner with Customer Service to bring a CLV point of view to consumer interactions and provide guidance on potential policy adjustments and retention tactics
  • Work with Devices teams, Analytics, and Customer Intelligence to devise retention strategies around operating system sunsets and device replacement/upgrades
  • Collaborate with payments and subscription teams to improve subscription retention, reactivation and bundling
  • Present global retention strategies and plans to leadership as required

We're excited if you have

  • 10+ years retention or customer Engagement experience, ideally with D2C SVOD and AVOD experience
  • Experience building a retention team supporting multiple business areas and objectives
  • Extensive experience working with Customer Lifetime Value, including a deep understanding of churn drivers and engagement
  • Deep understanding of growth marketing and growth product strategies and tactics
  • Ability to communicate issues and facilitate problem resolutions
  • Strong communicator and collaborator across multiple departments with a service-oriented business partnering approach
  • Thrives in a dynamic and evolving environment
  • Innovative thinker
  • Strong presentation skills
  • Highest standards of accuracy and precision; highly organized

 

The Roku Culture

Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We’re independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV. 

We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002. 

To learn more about Roku, our global footprint, and how we've grown, visit https://www.weareroku.com/factsheet.

Thanks for considering a role at Roku. Take a moment to complete the form below. We ask that you remove any photos from your resume or CV before submitting your application. 

Additionally, providing false, misleading, or inaccurate information or responses will void this application and disqualify you from consideration. If employed by Roku, it will result in the immediate termination of employment regardless of when Roku discovers misleading or inaccurate information.

 

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Accommodations

Roku complies with federal and state disability laws and it is our policy to provide reasonable accommodations to qualified individuals, including applicants and employees, with disabilities unless the accommodation will impose an undue hardship. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to People@Roku.com.

Roku considers qualified applicants regardless of criminal histories, consistent with legal requirements.

Anti-Discrimination Notice

Roku is proud to be an Equal Opportunity employer. It is the Company’s policy to provide equal opportunity to all individuals seeking employment without regards to race, color, religion, religious creed, national origin, age, sex, marital status, ancestry, physical or mental disability, military or veteran status, gender, gender identity, gender expression, sexual orientation, medical condition, genetic information, or any other protected category under federal, state, or local law. Roku also prohibits harassment or discrimination of applicants based on any of the above-listed protected categories. This policy covers all aspects of employment, including but not limited to, recruitment, selection, training, promotion, transfer, compensation, demotion, and termination of employment.

 

Voluntary Invitation to Self-Identify

This is not required to submit your application.

Completion of the form is entirely voluntary, and refusal to provide the information will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable local, state, and federal law, executive orders, and regulations.

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