Amazon Prime Video is changing the way people watch movies and TV shows, offering multiple ways to instantly stream and watch videos. Our mission is to build the widest selection of digital video content and make it trivially easy for customers to enjoy great content wherever and whenever they want. To help us fulfill this mission, we are looking for a customer-obsessed Growth and Operations manager to strengthen our ability to delight customers. The individual will be a part of Prime Video India Growth team and will work closely on launching and scaling customer lifecycle use cases. If you want to operate at start up speed, solve some of the hardest problems and help build a service that customers love, Amazon Prime Video might just be the place for you.
Key job responsibilities
As part of the Prime Video India Growth team, the job includes customer lifecycle initiatives like customer onboarding, building engagement levers and drive overall member retention. The individual will own the execution for all growth initiatives and will drive both adoption and scale. S/he will partner and work closely with marketing channel owners on overall growth strategy execution including on-going experimentation to validate insights across segmentation, targeting, messaging, channel and creative optimization.
• Customer lifecycle insights: Partner with internal Insights teams to understand the triggers and barriers to join/re-join Prime and work with Growth and Marketing Teams to convert validated insights into steady-state business strategies. Generate and socialize key customer insights with actionable recommendations, through lifecycle analytics and surveys.
• Service retention: Lead the complete campaign creation and execution of overall PV Retention strategy. The individual will work closely with Creative Services and Marketing channel leaders to manage key inputs including: targeting and segmentation, on-going experimentation, messaging, localization, creative optimization, content/design, and planning.
• Onsite CX: Partner with Product & Tech teams to own the execution of Prime Video membership product strategy, covering developments in plan types, pricing, and distribution. The individual will partner and work with WW and IN Product/Tech and cross-country Growth teams to execute the product roadmap, influence partner teams to prioritize them and provide marketing and operations support for implementation.
• Business insights and analysis: Partner with Analytics team to define/develop frameworks to track health across lifecycle metrics and improve member growth. The individual should be able to analyze data to identify tight customer cohorts for key business objectives, drive customer backwards messaging in lifecycle campaigns and execute the same efficiently.
• Business reporting: Own the reporting of key business metrics and contribute regularly to weekly/monthly/quarterly reviews. The individual should also be able to take disparate data and connect the dots to craft meaningful narratives that help the Growth team look around corners.
• PV signup journey: Improving PV onsite customer signup experience through a) addressing customer pain points and customer journeys, and optimize the onsite content through A/B testing, b) create compelling, relevant and engaging campaigns to more effectively retain and re-acquire Prime members, c) sign-up onsite funnel and CX optimization to solve for areas which create friction and impede conversion, and d) eliminate CX defects or gaps in our onsite journeys that causes confusion or erodes customer trust.
• Partner closely with multiple Amazon teams to ensure cross-functional alignment and smooth execution of operating plans.
PREFERRED QUALIFICATIONS
• Experience using any of SQL or other analytical tools for conducting data analysis
• Experience with customer segmentation, profiling, and targeting
• Exceptional persuasive written, verbal, and presentation communication skills
- 3+ years of professional non-internship marketing experience
- Experience using data and metrics to drive improvements
- Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
- Experience building, executing and scaling cross-functional marketing programs
- Experience building and optimizing multiple, simultaneous marketing campaigns
- Experience managing or working within cross-functional marketing and creative teams
- Knowledge of project management tools