Sr. Retention Manager
PlayStation Network, San Mateo, CA, United States
Sr. Retention Manager
San Mateo, CA / Hybrid
PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing the PlayStation family of products and services including PlayStation 5, PlayStation 4, PlayStation VR, PlayStation Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.
PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.
The PlayStation brand falls under Sony Interactive Entertainment, a wholly‑owned subsidiary of Sony Group Corporation.
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.
Compensation & Benefits At SIE, we consider several factors when setting each role’s base pay range, including competitive benchmarking, market, and geographic location. The estimated base pay range for this role is $161,100 – $241,700 USD.
This role is eligible for a top‑tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program, and coveted employee discounts for Sony products. A bonus package may also be available.
Please note that Sony Interactive Entertainment conducts background checks at the offer stage for all new employees.
Equal Opportunity Statement: Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender, race, religion, marital status, disability, age, sexual orientation, pregnancy, maternity, union membership, or any other legally protected category. PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.
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PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing the PlayStation family of products and services including PlayStation 5, PlayStation 4, PlayStation VR, PlayStation Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.
PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.
The PlayStation brand falls under Sony Interactive Entertainment, a wholly‑owned subsidiary of Sony Group Corporation.
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.
Compensation & Benefits At SIE, we consider several factors when setting each role’s base pay range, including competitive benchmarking, market, and geographic location. The estimated base pay range for this role is $161,100 – $241,700 USD.
This role is eligible for a top‑tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program, and coveted employee discounts for Sony products. A bonus package may also be available.
Please note that Sony Interactive Entertainment conducts background checks at the offer stage for all new employees.
Equal Opportunity Statement: Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender, race, religion, marital status, disability, age, sexual orientation, pregnancy, maternity, union membership, or any other legally protected category. PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.
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