Head of Retention, TIDAL

  • New York, NY
  • Full-time

Company Description

TIDAL is an artist owned music and entertainment platform built for fans by artists around the world. The service offers high-fidelity, CD sound quality music, high resolution video, an opportunity to discover new artists via TIDAL Rising, and unique experiences via TIDAL X. TIDAL is available in more than 60 countries, with more than 70 million songs catalog and 250,000 high quality videos.

Job Description

As the Head of Retention, you will lead the team responsible for growing our subscriber base by reducing churn, increasing conversion and customer engagement, and growing overall lifetime value through personalization and journey optimization. You will oversee lifecycle management and co-create user experience with the product team as an advocate for our subscribers. You will report to the SVP of Customer Engagement, and work with Growth, Product, Analytics, Product, Content, and Tech to bring your vision to life.

You Will:

  • Build TIDAL's retention and lifecycle management strategy by partnering with the SVP of Customer Engagement and peers to bring the Retention strategy to life

  • Understand TIDAL's core user segments, their key journeys and experience issues, and develop scalable strategies to reduce churn, increase conversion, and grow user lifetime value

  • Act as a senior leader in the TIDAL organization, advocating for the customer and churn reduction strategies across several teams, including with executive leadership

  • Partner with Analytics and Data Engineering to build real-time retention and communication strategies across multiple digital channels

  • Partner with Head of Growth to engage and convert new users being acquired through different channels with a personalized experience

  • Manage a global team of 9+ members, and hire for new positions across different geographies

  • Be responsible for core KPIs - churn, conversion, LTV, and engagement rates with product

  • Evolve A/B testing process to ensure that we are learning quickly and leveraging an insights to action framework utilizing our tech stack

  • Own of CRM tech stack, including vendor management, program design, and expansion of requirements

  • Work with Product and Content leadership to execute experiences designed to increase personalization, engagement and retention

  • Partner with local market leads to develop market specific retention strategies


You Have:

  • Bachelor's degree in Business, Sales, or Marketing 

  • 10+ years experience in relationship / lifecycle management, CRM, digital retention marketing

  • 5+ years of experience managing a team, with some experience managing a global team in different time zones

  • Experience with an app-based or subscription based B2C company and has worked for a company that has a large global customer base

  • Experience informing your decisions with data and are familiar with Tableau, Lookr, or other BI / reporting tools

  • Working knowledge of creative concept ideation and testing to engage users across their lifecycle using engrossing messaging and creative content

  • Experience educating others on the concepts of user segmentation, personas, customer journeys, and lifetime value

  • Experience with CRM, mobile marketing platforms, and marketing analytics software, with understanding of key attribution, tracking tools, or communication tools inherent in a digital marketing tech stack - Adjust, Braze, Google Analytics, and CDPs

Additional Information

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At Square, we want you to be well and thrive. Our global benefits package includes:
  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources
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