Senior Manager, Subscriber Retention & Upsell

Reporting to Director, CRM Retention

The Senior Manager, Subscriber Retention & Upsell is accountable for the organization’s non-pay churn metric, revenue recovery, forecasting and the costs for delivering retention targets. This role is also responsible for all marketing efforts to acquire self-pay customers that have cancelled within a 3-month period. In addition, this role is also responsible for all marketing efforts to drive subscriber revenue growth including upsell initiatives.

Job Details

Accountabilities

  • Lead the development and manage the execution of non-pay retention and reactivation efforts to achieve churn targets
  • Responsible for managing an expense budget of approximately $2.5M annually
  • Drive improvements in the retention communication cadence to improve non-pay recovery, increase retention reactivations, and reduce operational costs
  • Manage relationships with 3rd party fulfillment partners to execute direct marketing program and ensure all communication channels are performance managed
  • Develop and execute upsell tactics to increase subscriber revenue within the Call Centre environment including collaborating with the Customer Analytics team to provide recommendations on subscriber offers customer segmentation and the sequence of offers that should be presented within the customer billing system
  • Develop and execute direct marketing campaigns (email and direct mail) to drive subscriber upsell to higher priced plans and packages
  • Deploy email campaigns to support partner upsell to the base and partner redemption targets
  • Work with Finance to analyze the collection of customer fees and provide recommendations on fees for new plans and go-forward fee structure
  • Work closely Customer Analytics team to understand shifts in subscriber behavior, habits and needs related to non-pay subscribers and provide analysis to explain non-pay performance
  • Implement new reporting as required to effectively manage non-pay retention, reactivation and subscriber upsell performance

Knowledge and Skill Requirements

Level of Education

  • Bachelor of business administration (or equivalent), preferably with marketing concentration

Job Related Experience

  • University degree in business/communications with a marketing focus
  • 5+ years’ relevant customer retention experience, with minimum of 3 years’ experience in relevant industry
  • Knowledge of CRM analytics

Skills and Background

  • Strong project management and negotiating skills
  • Strong sense of independence, ownership, and ability to drive projects with minimal supervision
  • Ability to work collaboratively within cross-disciplinary teams
  • Solid written and verbal skills
  • Tenacious attitude with a passion for problem-solving and driving results

Communications

  • This position is required to indirectly manage other team members with conflicting priorities to achieve results; requires extensive resourcefulness.

 

As a result of the COVID-19 pandemic and the need to strengthen and promote health protection within SiriusXM Canada, employment is conditional upon the ability to provide authorized proof of full COVID-19 vaccination status, at least 14 days prior to starting employment with SiriusXM Canada. SiriusXM Canada acknowledges its obligations under the applicable human rights legislation and will comply with its duty to accommodate in appropriate cases.

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