Sr. Retention Manager (Gamedev)

TL;DR

Sr. Retention Manager (Gaming): Lead the creation and implementation of the PlayStation Plus retention strategy with an accent on lowering churn, growing renewals, and strengthening long-term customer dedication. Focus on developing personalized strategies using data and machine learning models, collaborating across global Product, Engagement, and Payments teams, and optimizing promotional budgets for strong ROI.

San Mateo, CA / Hybrid

$161,100 — $241,700 USD

Company

Global leader in entertainment producing the PlayStation family of products and services including PlayStation 5, PlayStation Plus, and acclaimed software titles from PlayStation Studios.

What you will do

• Lead, establish, and execute the international PlayStation Plus retention strategy.
• Build, launch, and optimize retention initiatives to drive customer lifetime value and reduce churn.
• Collaborate with Product, Engagement, Payments, and Acquisition teams to align strategies and implementation.
• Manage retention touchpoints across the customer lifecycle, focusing on renewals and engagement.
• Leverage data, experimentation, and machine learning to deliver personalized next best actions.
• Coordinate retention budgets and communicate strategies and insights to stakeholders globally.

Requirements

• 6+ years in subscription-based businesses, with 4+ years in retention.
• Proven track record developing and executing successful growth strategies.
• Strong analytical and experimentation skills, proficient in Excel and PowerPoint.
• Experience using data and insights for decision-making and performance optimization.
• Understanding of commercial matters, business economics, and market dynamics.
• Collaborative mindset with cross-functional experience; strong problem-solving skills.

Nice to have

• Experience in global organizations across multiple regions.
• Familiarity with gaming industry or entertainment landscape.

Culture & Benefits

• Inclusive environment empowering employees and embracing diversity.
• Top-tier benefits including medical, dental, vision, matching 401(k), paid time off, and wellness program.
• Employee discounts on Sony products; potential bonus package.
• Hybrid working policy considered in base pay determination.