Head of Engagement, SBS On Demand

6 months ago

Sydney, Australia SBS Full time

At SBS, we embrace difference, and we welcome applications from people of all backgrounds.

We also acknowledge the unique contribution that Aboriginal and Torres Strait Islander peoples make to our society and our workplace through their enduring and continued connection to land, sea, sky and community.

About Us

SBS is one of the world's most unique and innovative media organisations, producing trusted, meaningful and engaging content that exists for all Australians to inspire, support and celebrate the diversity of our multicultural society. 

Our purpose, for the last 40 years, has reflected and explored the evolving diversity of Australia, investing in initiatives to deepen its connections with communities, sharing their stories and giving a voice to those often unheard, with the aim of increasing understanding and respect of the differences that make up Australia.

SBS is a truly distinctive network, showcasing multicultural, multilingual and First Nations stories otherwise untold in the Australian media.

The Department

SBS has now surpassed 13 million registered users of SBS On Demand. With premiere releases, boxset collections, live events, channel simulcasts and catch-up titles, there is more than 15,000 hours of programming available at any time, for free.

We adopt human-centred design principles that let our audiences guide the product, curation and engagement strategies, as we help users navigate the breadth and depth of our diverse and evolving catalogue. 

Our product roadmap ensures SBS On Demand is stable and accessible, supporting scale with features that encourage content sampling, allowing for tactical user retention activities whilst meeting commercial objectives.

The Role

The Head of Engagement works cross-functionally to guide onboarding and user retention initiatives for SBS On Demand.

Through extensive cooperation with diverse stakeholders, they will ensure that engagement objectives are central to the SBS On Demand product and curation strategy, aligned to the broader SBS content and marketing strategies.

A strong analytical mindset will derive actionable insights, benchmarking the effectiveness of product features, translating them into meaningful improvements that reduce user churn, build loyalty and increase return on investment.

They will lead a dynamic team of engagement specialists and data analysts, leveraging them to share a deeper understanding the product, and what ways we can improve loyalty. Using this as a foundation, they will be a key architect in developing and communicating the overarching SBS On Demand vision. 

Reporting into the General Manager, SBS On Demand this role will see you lead a team of six specialists: 

Product engagement strategy: Develop and execute a comprehensive engagement strategy to drive user adoption, retention, and satisfaction on SBS On Demand. Collaborate with cross-functional teams to define engagement metrics, identify growth opportunities, and prioritise initiatives. Data analytics and insights: Leverage data analytics tools and user behaviour analysis to gain insights into user engagement patterns, preferences, and trends. Use data-driven insights to optimise user experiences, personalise content recommendations, and drive user engagement. Team leadership and development: Lead a high-performing team of engagement and analytics specialists. Provide mentorship, guidance, and professional development opportunities. Foster a culture of creativity, collaboration, and continuous learning. User onboarding and retention: Collaborate with product, curation and marketing teams to develop effective user onboarding and retention strategies. Implement initiatives to improve user onboarding experiences, reduce churn rates, and increase user loyalty. A/B testing and experimentation: Work with your analytics team to implement A/B testing and experimentation methodologies to optimise engagement initiatives. Evaluate the performance of different strategies, features, and content offerings to identify best practices and drive continuous improvement. Content optimisation: Work closely with the Head of Curation and content teams to optimise content discovery and recommendation algorithms. Collaborate on content programming strategies that resonate with our audience and enhance engagement. Performance tracking and reporting: Define key performance indicators (KPIs) to measure engagement and retention. Develop regular reports and dashboards to track progress, analyse trends, and provide insights to senior management.

It is a requirement of this role that incumbents are fully vaccinated with an approved Covid-19 vaccination in line with the ATAGI guidelines which include booster shots. We do however have a medical exemption process and we would be happy to discuss your application should this be applicable to you.

You might want to consider what other opportunities this could lead to down the track.

About you

Bachelor's degree in a relevant field or equivalent practical experience. Advanced degree is a plus. Proven experience in driving product engagement and retention in the digital media industry or a related field. Strong analytical and data-driven mindset with experience in leveraging data analytics tools and user behaviour analysis to drive strategic decision-making. Deep understanding of engagement strategies, user onboarding, and retention techniques. Excellent leadership and collaboration skills to work effectively with cross-functional teams and stakeholders. Excellent communication and presentation skills, with the ability to convey complex concepts to both technical and non-technical stakeholders. Passion for delivering exceptional user experiences and staying abreast of industry trends and best practices.

Feel like you meet most, but perhaps not all the criteria listed? Then, send through your detail as whilst we have specific requirements in mind we can look at how we can bridge the gaps

Some of the reasons to consider working with us

The people a genuine sense of feeling included (we truly celebrate and welcome difference) and being part of one of the most inclusive companies in Australia The culture and the engagement of our workforce, we are proud to have an employee engagement score of 82% with low levels of employee turnover. A brand that is not only recognisable but trusted and established, we have been broadcasting for over 40 years and we’re not done yet We offer a range of benefits from, health care checks, salary packaging, Employee Assistance Programme, flexible work arrangements and for our Sydney based employee’s free gym membership We also love to promote from within we have allocated funds to do just that and help with training gaps when moving from role to role. Want to learn more? Then hit apply and take the first step to applying for not just another job but a possible whole new career

Want to learn more? Then hit apply and take the first step to applying not just for another job but a possible whole new career in a purpose led organisation

Not quite the right role for you? No problem, how about popping your details into our talent pool? Email us at noreplytalentpool@sbs.com.au to let us know what roles would be of interest to you and we will keep you informed of when they arise (If you no longer want to be listed in our talent pool, then just email us and let us know and we will remove your detail).

For other opportunities within our organisation please visit our careers website SBS Careers - Working at SBS

Reasonable adjustments

SBS recognises that everyone is unique, and you might require some adjustments to ensure you have the best opportunity to apply and put your skills forward for consideration. If we can make some adjustments to the SBS recruitment/interview process to better enable you to shine, then please contact careers@sbs.com.au and let us know.

Adjustments include but are not limited to; alternative application methods, interview setups, physical requirements, guidance for trans or gender diverse applicants, specific interview availability times and more.

To find out more about reasonable adjustments with SBS, please view our video here.

We are shortlisting applications as they come in, so don’t delay, apply today 

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