Head of Customer Value Management
Posted 2 days 6 hours ago by DAZN
Department: 84-290 - Revenue - Commercial Premises
Employment Type: Full Time
Location: Munich
Description
Do you want to be part of our exciting journey taking DAZN, the global platform for live sports to the next level? In Germany, we hold the Commercial Premises rights to some of the biggest competitions like Bundesliga, UEFA Champions League, NFL, Darts and more - changing the way fans consume the sports they love.
As the Head of Customer Value Management, you will lead DAZN's efforts to drive customer retention, maximize customer lifetime value, and optimize pricing strategies. This high-impact leadership role requires a data- & finance-driven professional with the ability to work at the highest levels of the organization, engaging with senior partners to improve retention, revenue, and customer experience across all segments.
Apart from working with the Commercial Premises team for DACH, you will also be working closely with other functions related to the role in-market, e.g., Finance, Customer Service and the global Product team.
This role will be based in Munich. Benefits include access to DAZN, 30 days' annual leave, annual performance-related bonus, pension contributions up to 3%, family friendly community, free access for you and one other to our workplace mental health platform app (Unmind), learning and development resources, opportunity for flexible working and access to our internal speaker series and events.
As our new Head of Customer Value Management (m/f/d), you'll have the opportunity to:
- Churn Management: Develop and implement strategies to reduce churn by effectively managing and minimizing cancel requests, improving retention campaigns, and identifying key customer behaviour insights.
- Pricing and Packaging Strategy: Lead the development of pricing and packaging strategies that maximize customer value and business revenue. Analyse market trends, customer needs, and competitive positioning to design tailored pricing models and product offerings that resonate with existing customers.
- Offer Strategy & ARPU Development: Design and execute strategies to enhance existing customer offers, ensuring they align with DAZN's overall business goals. Drive ARPU development and customer tenure, focusing on maximizing value for both customers and the company.
- Customer Insights & Reporting: Build and maintain clear reporting and insights into customer behaviour, identifying key trends and opportunities for improvement. Use these insights to drive data-backed decisions.
You'll be set up for success if you have:
- A strong background in finance or data analysis, with a deep understanding of customer value management and retention strategies.
- Proven experience in churn management and pricing strategy, ideally in a subscription-based business or customer-facing organization.
- Exceptional ability to work with C-level executives and lead cross-functional teams, providing strategic insights and influencing key decisions.
- A data-driven approach to decision-making, with experience using customer behaviour analytics and reporting tools to shape business strategies.
- Strong communication and presentation skills, capable of explaining complex data and strategies to senior leadership and external partners.
Even better if you have:
- Experience working with B2B customers, ideally in sectors like gastronomy, hotel, or betting industries.
- A background in working within digital streaming platforms or OTT services, with a strong understanding of customer engagement and retention metrics.
- Advanced knowledge of customer relationship management (CRM) systems and strong skills in the use of analytical tools and Excel.