Lead – Retention and Engagement

About the role

The Lead, Retention and Engagement will design and execute TOD’s customer retention and lifecycle strategy across MENA, aiming to reduce churn, boost renewals and reactivations, and increase subscriber lifetime value.

Key responsibilities

• Develop and own the retention roadmap, defining priorities for acquisition, onboarding, engagement, renewal, churn prevention and win‑back.
• Lead data‑driven CRM and multi‑channel lifecycle campaigns (email, push, SMS, WhatsApp, in‑app) with personalized journeys and continuous A/B testing.
• Monitor churn drivers, design cancellation‑save journeys, and create win‑back programs in partnership with product, payment and customer care teams.
• Collaborate with analytics to build segmentation, churn prediction models, cohort analysis and dashboards for KPI tracking.
• Work cross‑functionally with Marketing, Content, Technology, Finance and Commercial to align retention initiatives with major sports and entertainment events.

Required profile

• Proven experience leading retention, lifecycle or CRM programmes in a subscription‑based business.
• Strong analytical mindset with ability to translate data insights into actionable initiatives.
• Excellent collaboration skills to work with product, content, finance and technology stakeholders.

Required skills

• CRM platform management
• A/B testing and campaign optimisation
• Data analytics, cohort analysis and churn prediction modelling
• Multi‑channel communication (email, push, SMS, WhatsApp)