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The Walt Disney Company: Be Part of the Story

Be Part of the Story

Vice President, Customer Experience

Apply Now Apply Later Current 21CF Employees and Freelance / Contractors Apply Here Job ID R10009702 Location Washington, DC, United States Business National Geographic Date posted Nov. 21, 2019


Responsible for the development of a consumer life cycle expansion plan, management of P&L and ongoing performance, of subscriptions. Partner and collaborate with other members of the team especially consumer insights and analytics to improve profitability through new customer acquisition, retention and cross sell.


  • Product & Marketing: Drive optimized messaging, CTA’s and conversion rates for all channels of distribution. Determine marketing technology tool needs and data collection to continually improve the direct to consumer experience and shape products that build brand equity, grow and retain our paid subscriber base. Identify new subscription benefits and work with platform and editorial teams to determine feasibly of implementing and ROI.
  • User Acquisition: Oversee a top-of-funnel, multi-channel acquisition strategy and execution plan (paid media, partnerships, display, etc.) that creates known consumers, drives conversion to subscription, and creates partnerships to scale offers.
  • Customer Engagement & Retention: Drive strategy and execution of lifecycle marketing to onboard, retain, build loyalty to increase the lifetime value of customers and improve their customer journey (includes building a customer segmentation framework, and relaunching subscription product).
  • Data Analysis & Reporting: Establish goals and KPIs and work with the Analytics team to determine a measurement plan to optimize campaigns. Provide performance analysis, A/B testing, ROI and insights for all channels/tactics. Work closely with Finance and Analytics to analyze campaign effectiveness, track budget and provide accurate forecasts. Use email to reinforce subscription value, increase product adoption, upsell/cross-sell plans and new products, and improve customer satisfaction. Manage email execution from planning, setup and testing, to deployment, analysis and optimization, including list growth tactics, segmentation.
  • Thought leadership: Be a thought leader for the organization to push the envelope in an evolving entertainment and digital content consumption landscape. Have a strong pulse on relevant trends, consumer insights, and technologies that impact our industry and the way customers consume content.


  • At least 14 years of experience in internet, digital, performance marketing-oriented roles within publishing – B2C experience is a must.
  • Track record in driving customer engagement and loyalty, demonstrating acute understanding of customer life-cycles.
  • Demonstrated depth of knowledge in customer analytics and data driven marketing, including success using these tools.
  • Exceptional communication, presentation and relationship management skills - deep cross-functional collaboration is required.
  • Experience leading and building teams.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.

About National Geographic:

National Geographic Partners LLC (NGP), a joint venture between Disney and the National Geographic Society, is committed to bringing the world premium science, adventure and exploration content across an unrivaled portfolio of media assets. NGP combines the global National Geographic television channels (National Geographic Channel, Nat Geo WILD, Nat Geo MUNDO, Nat Geo PEOPLE) with National Geographic’s media and consumer-oriented assets, including National Geographic magazines; National Geographic studios; related digital and social media platforms; books; maps; children’s media; and ancillary activities that include travel, global experiences and events, archival sales, licensing and e-commerce businesses. Furthering knowledge and understanding of our world has been the core purpose of National Geographic for 131 years, and now we are committed to going deeper, pushing boundaries, going further for our consumers … and reaching millions of people around the world in 172 countries and 43 languages every month as we do it. NGP returns 27 percent of our proceeds to the nonprofit National Geographic Society to fund work in the areas of science, exploration, conservation and education.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with National Geographic Partners, LLC, which is part of a business segment we call National Geographic.

National Geographic Partners, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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