Retention and Loyalty Specialist - NBC Sports Next & Fandango

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('SpinCo') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.

As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we'll continue to create and deliver content that reflects the current and ever-changing face of the world.

NBC Sports Next is where sports and technology intersect. We’re a subdivision of NBC Sports and home to all NBCUniversal digital applications in sports and technology within our three groups: Youth & Recreational Sports; Golf; and Emerging Media.

At NBC Sports Next, we make playing sports better through innovative technology and immersive experiences for athletes, coaches, players and fans. We equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; GolfNow, the leading online tee time marketplace and provider of golf course operations technology; GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, and coaching, tips; TeamUnify, swim team management services; and GoMotion, sports and fitness business software solutions.

Over the past twenty five years, Fandango has built a network of direct-to-consumer digital brands, where 50 million fans unite to celebrate their love for movies, TV and streaming.  We take pride in serving fans throughout their entertainment journey from content discovery to theatrical moviegoing to watching at home. Our portfolio includes leading online movie ticketer, Fandango, which tickets for more than 31,000 U.S. movie screens; world-renowned entertainment review site, Rotten Tomatoes; and Fandango at Home (previously known as Vudu), the on-demand streaming service offering the industry’s best selection of 4K UHD titles and more than 250,000 new release and catalogue movies and next day TV shows. 

Job Description

The Retention and Loyalty Specialist will be responsible for assisting in the performance and day-to-day functioning for membership products retainment as well as the Loyalty programs within Sports Next & Fandango. This includes analysis of retention and loyalty performance, project management, member research, and building ad hoc and ongoing campaigns to meet goals. The successful candidate will be performance driven, detail-oriented with great analytical and project management skills. The Retention & Loyalty Specialist must have the ability to work closely and communicate effectively with multiple teams.

Job Responsibilities: 

• Assists with delivering business results against member retention forecast and budget management for existing members
• Partner with appropriate marketing groups to develop and execute member engagement, retention, and loyalty campaigns through various channels: email, mobile, web, etc.
• Work with Retention and Loyalty team to deliver ongoing performance tracking, communicating with a variety of team members and key stakeholders.
• Responsible for working with team and key stakeholders to define project tasks and required resources for each project, as well as create and communicate overall project schedule and timelines. Ensuring that the scope, business case, objectives, and success metrics for projects are well-defined, communicated, measured, and reported on effectively.
• Track deliverables and ensure project timelines are met through professional follow-up and communication with multiple teams, including Marketing, Technology, Sales, Legal, Member Care and Revenue, constantly monitoring and reporting on project progress
• Manages relationship with Member Care to ensure they are up to date on all campaigns
• Works with CRM team to ensure proper data flows and all communications are validated prior to sends
• Represents the Retention &Loyalty Development department in cross-functional projects and/or task forces (as assigned)
• Stay up to date on industry trends and standards
• Other duties and projects as assigned by leadership

Qualifications

Basic Qualifications

• 2 years of relevant loyalty and customer retention experience
• Thrive in a fast-paced environment by actively managing multiple tasks and driving them to completion
• Comfortable and confident in presenting to senior management, with strong communication skills and extensive experience in public speaking
• Detail-oriented and analytical professional with exceptional organizational and problem-solving skills. A passionate self-starter committed to professional integrity and excellence, recognized for a positive attitude and dynamic enthusiasm, consistently driving successful outcomes.
• Critical thinking and problem-solving are a must, with the ability to use analytical skills to solve daily problems.
• Meticulous attention to detail and quality, rigorously checking work for accuracy
• Experience presenting and articulating complex concepts, possessing excellent communication and presentation skills, both written and verbal

Desired Qualifications

• Experience working with subscription/membership models, retention strategies, and payment strategies
• Experience in building loyalty programs and campaigns
• Strong project management skills and best practices.
• Proficiency in Excel, including VLOOKUPs, PivotTables, and utilizing formulas for data management and presentation purposes.
• Basic SQL experience is a plus

Additional Job Requirements

• Hybrid: This position has been designated as a hybrid, generally contributing from the office a minimum of three days per week.
• Must be willing to work in the Orlando, FL office

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].

Although you'll be hired as an NBCU employee, your employment and the responsibilities associated with this job likely will transition to SpinCo in the future. By joining at this pivotal time, you'll be a part of this exciting company as it takes shape.