Job description
Role clarity (RASCI) To ensure clear ownership and effective collaboration within the central capability model, the Retention & Engagement Lead operates within the following RASCI framework: Responsible (R) Global retention, engagement and lifecycle strategy Engagement and churn‑reduction frameworks across products and markets Loyalty, value, upgrade and cross‑sell strategy definition Fan community strategy and participation models Identification of behavioural signals impacting engagement and retention Accountable (A) Delivery of retention, engagement and customer lifetime value outcomes against agreed KPIs Ensuring engagement and lifecycle strategies are commercially effective and scalable Ensuring retention initiatives are aligned to product roadmap and acquisition quality Supporting (S) Local market execution of lifecycle, retention and engagement initiatives Product marketing of fan propositions throughout the lifecycle White‑label deployments with engagement and retention playbooks Consulted (C) Product teams on retention‑driven feature prioritisation and engagement design Growth & Acquisition Lead on lifecycle handover points, upgrade pathways and fan value optimisation Data and Insight teams on cohort analysis, behavioural modelling and performance interpretation Informed (I) Senior stakeholders on engagement trends, churn drivers, retention risks and value‑growth opportunities This RASCI model ensures the Retention & Engagement Lead has clear ownership of lifecycle value and engagement performance, while enabling strong cross‑functional collaboration and effective local execution.