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Subscription & Engagement Manager

Sony Playstation
London, England, United Kingdom
2 years ago
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Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognised as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, PlayStation™Now, 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 Corporation.

Role overview:

Our team operates within the wider ‘Services Commercial’ group who are dedicated to driving growth of PlayStation’s subscription services. This wider group strives to maximise new customer acquisition, minimise customer churn and provide a compelling reason for people to return to the service year after year. Our products, PlayStation Plus and PlayStation Now, are critically important to PlayStation’s vision and strategy. PlayStation Plus is subscribed to by the majority of PlayStation users and PlayStation Now has seen huge growth since re-launching in October 2019.

This role specifically sits within the ‘Customer’ team who are accountable for bringing together a wide variety of stakeholders (Marketing, Communications, PR, Merchandising, Product, Engineering) and driving a cohesive approach to the customer experience. We strive to ensure that every PlayStation subscriber gets the most out of their membership, has an enjoyable and fun experience, can access their benefits easily and develops a loyalty with us which makes them want to maintain their subscription in the years to come.

Core to our strategy is changing the way in which our subscriptions are perceived – away from a money-for-service transaction and moving towards a membership service with a sense of community. This role is specifically focused on achieving that objective. Focusing heavily on customer engagement is a new direction of focus for PlayStation Services and we’ll need someone with ambition, ideas, a can-do attitude, and the ability to see things through the eyes of the customer to achieve our challenging vision. You will be creating plans for engagement activities, working collaboratively to deliver your strategy on how to maximise customers’ perceived value, drawing inspiration from other subscriptions and competition, and owning the engagement story to provide a depth of insight and understanding in our performance – all the time focused on data-driven decision making.

The Customer team are on a growth journey – the business is putting more and more emphasis on tracking, understanding, and influencing how customers engage with our platform, benefits and products. We’re looking to expand significantly over the next 18 months, and we want you to not only help us with that journey, but to be a leader in our next evolution.

What you’ll be doing:

What we are looking for:

Benefits:

On return to the office:

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 or maternity, 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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