Customer Retention Manager

1 month ago

Los Angeles, California, United States Dow Jones & Company, Inc. Full time
Job Description:

Job Title: Customer Retention Manager

Job Summary:

The Marketing team at Dow Jones is responsible for growing the subscriber base of its products globally. We are seeking a Customer Retention Manager to lead efforts to lower churn for our line of subscription products. The ideal candidate will have experience developing and implementing strategies to reduce subscription churn and improve customer retention.

Key Responsibilities:

  • Manage retention roadmap projects to ensure priorities and timelines align with business goals.
  • Use key data insights to lead integrated churn reduction strategies through a multi-touch approach.
  • Partner with Analytics and Product Experience teams to test and improve online save experiences.
  • Innovate and optimize existing subscriber onboarding experiences across multiple channels.
  • Collaborate with the wider Dow Jones teams on best practices for proactive strategies that support subscriber retention.
  • Monitor and report on key performance indicators related to subscription engagement and retention.
  • Work with the Data Science and Analytics team on creating predictive models of the customer journey based on customer behavior.
  • Partner with Analytics and Customer Service on execution and tracking of NPS and CSAT surveys.
  • Assist in creating presentations that clearly lay out project detail, analysis, findings, results, and strategic recommendations.
  • Attend regular meetings with marketing and non-marketing teams on alignment of subscription growth and retention efforts.


Requirements:

  • 5+ years in a subscription business, marketing, and/or media role including retention marketing responsibility.
  • Experience developing churn reduction tactics and implementing them to save subscribers from churning.
  • Strong analytical and strategic thinking skills and experience synthesizing raw data into actionable campaign optimization strategies for new and existing initiatives.
  • A goals-driven, customer-first, detail-oriented approach to finding solutions.
  • Experience clearly and effectively documenting processes and project plans.
  • Outstanding cross-group collaboration, interpersonal, verbal/written communication, problem-solving, and executive presentation skills.
  • The ability to work quickly in a fast-paced environment, as well as manage multiple and competing priorities.
  • The ability to self-prioritize, foresee challenges/roadblocks, and plan for them accordingly.
  • Experience working effectively both independently and as part of a collaborative team.
  • Highly organized with attention to detail and focus on timeline and tangible deliverables.
  • Understanding of Customer Journeys and identifying key areas of optimization to improve customer experience and retention.
  • Creative thinker with a customer-focused mindset and a passion for delivering exceptional member experiences.


What We Offer:

  • A competitive salary range of $80,000 - $100,000.
  • A comprehensive and highly competitive benefits package, including physical health, retirement, and savings benefits.
  • The opportunity to work with a leading media company and contribute to its success.
  • A dynamic and collaborative work environment.


How to Apply:

Please submit your application, including your resume and a cover letter, to the Dow Jones Talent Resource Team at IBDtalentresourceteam@dowjones.com. Please put "Customer Retention Manager" in the subject line.

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