Sr. Retention Manager

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Sr. Retention Manager

San Mateo, CA  / Hybrid 

Join one of the world’s largest and most dynamic gaming subscription services. As part of the PlayStation Plus In-Life Growth team, you will play a pivotal role in bringing to bear the value of our existing customer base. This team is responsible for growing customer lifetime value through outstanding monetization strategies, using a broad range of commercial levers to deepen player engagement and strengthen retention.

In this role, you will lead the creation and implementation of the PlayStation Plus retention strategy. You will be responsible for initiatives aimed at lowering churn, growing renewals, and strengthening long-term customer dedication. Success requires strong collaboration—you will work closely with teams across Product, Engagement, Payments, and the wider PlayStation Plus group to deliver unified, effective retention plans.

Operating globally, you will apply your deep knowledge of regional behaviors and market trends. You will customize strategies to fit both worldwide goals and local market demands. You will collaborate with partners across Europe, the Americas, and Asia to align priorities, share plans clearly, and ensure smooth implementation.

Responsibilities: 

• Lead, establish, and carry out the international PlayStation Plus retention approach.
• Build, launch, and continuously optimize retention initiatives to drive customer lifetime value and reduce churn.
• Collaborate across departments including Product, Engagement, Payments, and Acquisition teams to coordinate strategies and implementation.
• Manage key retention touchpoints across the customer lifecycle, optimizing renewal and engagement moments.
• Leverage data, experimentation, and machine learning models to identify “next best actions” and deliver personalized retention strategies.
• Coordinate retention promotional budgets, ensuring strong return on investment across ATL and BTL initiatives.
• Communicate retention strategies and performance insights to collaborators at all levels, driving alignment and agreement.
• Contribute to global service trading meetings, including reporting and performance tracking of key retention benchmarks.
• Proactively identify risks and opportunities, developing mitigation and acceleration plans as needed. 
• Effective creation and implementation of retention strategies.
• Delivery against renewal rate and churn reduction targets.
• Innovation and continuous improvement of retention initiatives.
• Strength and impact of strategic recommendations and execution plans.
• Ability to influence collaborators and drive meaningful change across the business

Qualifications: 

• 6+ years of experience in subscription-based businesses, with at least 4+ years passionate about retention.
• Proven track record of developing and accomplishing successful business and growth strategies.
• Strong analytical and experimentation skills, with proficiency in Excel and PowerPoint.
• Experience bringing to bear data and insights to inform decision-making and optimize performance.
• Competence in commercial matters, with an understanding of business economics and market dynamics.
• Collaborative approach with experience working across multiple teams and functions.
• Strong problem-solving skills and a practical approach.
• Creative problem solver with the ability to develop innovative strategies.
• Bachelor’s degree or equivalent experience.

Preferred:

• Experience working in global organizations and across multiple regions.
• Familiarity with the gaming industry and/or broader entertainment landscape.

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Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. 

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