TIDAL is a global music and entertainment platform that brings artists and fans together through unique music and content experiences and is currently available in 52 countries.
As Senior Vice President of Customer Experience you will be responsible for determining and executing TIDAL’s subscriber acquisition and retention objectives, leading multiple teams including acquisition, CRM, data analytics and customer support.
Responsibilities
- Overall oversight over TIDAL’s customer acquisition and retention objectives, including delivering the company’s short and long term subscriber related KPIs and financial targets (including subscriber growth and ARPU and churn reduction)
- Customer Acquisition: overseeing TIDAL’s customer acquisition effort, managing the company’s acquisition budgets across multiple digital and related strategies and tactics
- CRM: leading and guiding the CRM team driving higher subscriber LTV and lower churn across TIDAL customer base
- Data Analytics: developing sophisticated customer insights of TIDAL’s customer base for internal and external clients, with the overall objective of identifying actionable data to achieve growth and reduce churn
- Customer Support: providing timely and efficient support services for TIDAL’s end customers, relying on both the internal team as well as external resources
- Outlining a unified strategy and delivering an excellent customer experience across all end points, from on-boarding onwards
- On-going development and testing of new subscriber plans and communication strategies
- Coordinating customer experience efforts across all TIDAL’s departments, including marketing, technology, product, editorial and partnerships
Requirements
- 10+ Years of relevant and progressive B2C experience in digital subscription and/or marketing environment
- Deep expertise in subscriber acquisition and life-cycle management
- Proven ability to develop and execute clear KPI driven subscriber acquisition and retention efforts
- Strong willingness to adapt and update plans based on changing market conditions and new available information
- Hands-on experience running outbound communication, loyalty, and CRM
- Proven ability to identify, source, and activate strategic partnerships, specifically as those relate to acquisition and retention
- Experience building and managing teams and in particular growing and mentoring people to take on bigger challenges
- Must be an articulate professional with excellent oral and written communication skills, with demonstrated experience in the ability to positively and creatively influence change and direction within professional environments
- Bachelor’s Degree; or any equivalent experiences that show deep curiosity and rapid learning capabilities