Music Listeners Advocate

The Role:

Our Retention and Re-engagement Specialist is responsible for developing and executing strategies to prevent user churn and re-engage lapsed listeners. This is a hands-on role for a problem-solver who loves to run experiments, analyze data, and see a direct impact on the size of our user base.

This specialist will work closely with the data team to leverage predictive models and their own analysis to identify listeners showing signs of disengagement or a high risk of churning. They will directly engage with at-risk users through surveys and interviews to uncover the root causes of dissatisfaction, forming powerful, testable hypotheses for their campaigns.

Key Responsibilities:

• At-Risk User Intervention (Churn Prevention):
  • Identify Churn Signals: Work with the data team to leverage predictive models and your own analysis to identify listeners showing signs of disengagement or a high risk of churning.
  • Design & Launch 'Save' Campaigns: Develop and execute proactive, multi-channel campaigns triggered by at-risk behavior.
• Lapsed User Reactivation (Win-Back Strategy):
  • Own Win-Back Campaigns: Architect and manage the end-to-end strategy for bringing back churned subscribers.
  • Craft Irresistible Win-Back Hooks: Test a creative mix of compelling offers and hyper-personalized content to find the perfect reason for a listener to return.
• Analytics & Cross-Functional Collaboration:
  • Measure What Matters: Own and report on the core KPIs for your domain: Churn Rate, Save Rate, Reactivation Rate, and the ROI of your campaigns.
  • Be the Voice of Churn to Product: Act as the key feedback loop to the Product and Content teams, providing clear data and qualitative insights on why users are leaving.

What We're Looking For:

• 4-7 years of focused experience in churn management, user reactivation, or save strategies, ideally within a B2C subscription or mobile app business.
• Innovative Problem-Solver: You think creatively, challenge assumptions, and are excited by the opportunity to build industry-leading churn-mitigation strategies.
• Hands-On Campaign Execution: You have direct experience building, launching, and optimizing campaigns using marketing automation platforms.
• Analytically Sharp: You are fluent in digging through data to find opportunities, with strong proficiency in SQL for independent analysis and experience with product analytics tools.
• Experimenter's Mindset: You think in terms of hypothesis, test, and result, skilled at designing and interpreting A/B tests to get clear, actionable answers.

Requirements:

A genuine interest in music and audio gives you an edge in crafting resonant and effective campaigns.

Industry knowledge is preferred but not required, we encourage career changers.