Senior Specialist, Customer Lifecycle, Disney+

• Deliver and optimise core retention KPIs across MENA with a focus on churn and engagement, reinstates, reactivation, and lifetime value
• Analyse trading trends to understand why customers cancel, what brings them back, and how journey improvements influence outcomes
• Review and improve cancellation journeys, messaging, and save tactics in partnership with product and global lifecycle teams
• Develop insights from customer behavior data to recommend levers, tactics, and interventions that reduce churn
• Manage lifecycle triggers and journeys across cancellation, risk, and win back flows
• Build and manage the retention testing roadmap for MENA
• Define test priorities, align them with regional and global teams, and manage experiments across journeys, cohorts, and markets
• Translate test insights into actionable recommendations and measurable improvements
• Lead multi territory retention campaigns, including winback and feature led initiatives
• Coordinate with EMEA customer teams, US lifecycle teams, and product partners to ensure successful planning and delivery
• Develop reporting dashboards and performance summaries that benchmark MENA outcomes against global and regional trends
• Present clear and actionable insights to senior stakeholders across trading, marketing, and product
• Work closely with EMEA & local counterparts across engagement, product creative, legal, brand marketing and other partners
• Contribute actively to discussions on feature roadmaps, customer flows, and content engagement strategies
• Build a strong understanding of competitor activity and international best practices in retention and engagement

• Minimum of five years of experience in customer management, lifecycle marketing, or retention within a subscription or streaming business
• Proven ability to deliver improvements in churn, reinstates, and net growth
• Experience building and running test and learn programmes using data and experimentation
• Comfortable working in cross functional and multi market environments
• Strong analytical ability with comfort working with large data sources
• Familiarity with local MENA market dynamics and cultural nuances
• Excellent storytelling, writing, and messaging skills
• Deep understanding of MENA cultural nuances, especially in KSA, UAE, and Egypt
• Comfortable managing ambiguity, balancing short-term needs with long-term strategic thinking
• Proven project management skills with attention to timelines and executional detail
• Collaborative and empathetic leadership style with high standards and accountability
• Analytical mindset with a clear understanding of metrics used to evaluate influencer and PR success

Arabic is an advantage but not required