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Sr Specialist, Customer Lifecycle [Dubai]
<p> About the Role & Team<br /> We are looking for Customer Lifecycle Senior Specialist to join our Disney+ team in Dubai.<br /> This role will require you to be working 4 days a week in our office and 1 day from home.<br /> You'll join a team grounded in our Disney values - acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration and caring deeply for our Community. These values shape how we work and how we support one another every day.<br /> What You Will Do<br /> Retention Performance and KPI Ownership<br /> • Deliver and optimise core retention KPIs across MENA with a focus on churn and engagement, reinstates, reactivation, and lifetime value.<br /> • Analyse trading trends to understand why customers cancel, what brings them back, and how journey improvements influence outcomes.<br /> Lifecycle Journey Design and Optimisation<br /> • Review and improve cancellation journeys, messaging, and save tactics in partnership with product and global lifecycle teams.<br /> • Develop insights from customer behavior data to recommend levers, tactics, and interventions that reduce churn.<br /> Manage lifecycle triggers and journeys across cancellation, risk, and win back flows.<br /> • Test, Measure, Learn Framework<br /> • Build and manage the retention testing roadmap for MENA.<br /> • Define test priorities, align them with regional and global teams, and manage experiments across journeys, cohorts, and markets.<br /> • Translate test insights into actionable recommendations and measurable improvements.<br /> Campaign Delivery and Cross Market Projects<br /> • Lead multi territory retention campaigns, including winback and feature led initiatives.<br /> • Coordinate with EMEA customer teams, US lifecycle teams, and product partners to ensure successful planning and delivery.<br /> Reporting and Insight Development<br /> • Develop reporting dashboards and performance summaries that benchmark MENA outcomes against global and regional trends.<br /> • Present clear and actionable insights to senior stakeholders across trading, marketing, and product.<br /> Stakeholder Partnership<br /> • Work closely with EMEA & local counterparts across engagement, product creative, legal, brand marketing and other partners.<br /> • Contribute actively to discussions on feature roadmaps, customer flows, and content engagement strategies.<br /> • Build a strong understanding of competitor activity and international best practices in retention and engagement<br /> <br /> Required Qualifications & Skills<br /> • Minimum of five years of experience in customer management, lifecycle marketing, or retention within a subscription or streaming business.<br /> • Proven ability to deliver improvements in churn, reinstates, and net growth.<br /> • Experience building and running test and learn programmes using data and experimentation.<br /> • Comfortable working in cross functional and multi market environments.<br /> • Strong analytical ability with comfort working with large data sources.<br /> • Familiarity with local MENA market dynamics and cultural nuances. Arabic is an advantage but not required.<br /> • Excellent storytelling, writing, and messaging skills<br /> • Deep understanding of MENA cultural nuances, especially in KSA, UAE, and Egypt.<br /> • Comfortable managing ambiguity, balancing short-term needs with long-term strategic thinking.<br /> • Proven project management skills with attention to timelines and executional detail.<br /> • Collaborative and empathetic leadership style with high standards and accountability.<br /> • Analytical mindset with a clear understanding of metrics used to evaluate influencer and PR success.<br /> The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.<br /> We will ensure that individuals with disabilities are provided the necessary accommodations to participate in the job application or interview process, to perform essential job functions, and to receive all benefits of employment. Please contact us to request accommodation.<br /> <br /> This position is with Disney Middle East FZ-LLC, which is part of a business we call The Walt Disney Company (EMEA).<br /> <p id='jobcode'>Jobcode: Reference SBJ-o1emp2-104-23-209-130-42 in your application.</p> </p>
