Customer Retention Manager

2 days 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.

  • Customer Retention Manager

    2 days ago

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

    Job Description:Job Title: Customer Retention ManagerJob Summary:The Customer Retention Manager will lead efforts to lower churn for Dow Jones' subscription products, working closely with the Marketing organization and cross-functional teams to develop and implement strategies based on customer trends. This role requires strong analytical and strategic...

  • Customer Retention Manager

    1 week ago

    Los Angeles, California, United States Dow Jones Full time

    Job Description:The Customer Retention Manager role sits within the Marketing organization of Investor's Business Daily (IBD), leading efforts to lower churn for its line of subscription products. This position requires a strong analytical and strategic thinking skills to devise and implement strategies based on customer trends.Key Responsibilities:Manage...

  • Customer Retention Manager

    2 weeks ago

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

    Job Description:At Dow Jones & Company, Inc., we are seeking a highly skilled Customer Retention Manager to join our Marketing team. As a key member of our team, you will be responsible for developing and implementing strategies to lower subscription churn and improve customer retention across all product lines.Key Responsibilities:Manage retention roadmap...

  • Head of Customer Retention

    1 month ago

    Los Angeles, California, United States DTC Jobs Full time

    Job Description**Develop a Comprehensive Customer Retention Strategy**We are seeking a seasoned professional to lead our customer retention efforts, focusing on LTV optimization, user experience enhancement, and customer journey mapping. This role requires a deep understanding of customer behavior and segmentation, with a focus on driving customer lifetime...

  • Senior Retention Manager

    3 weeks ago

    Los Angeles, California, United States Beach House Group Full time

    About the RoleWe are seeking a highly skilled Senior Retention Manager to join our team at Beach House Group. As a key member of our customer experience team, you will be responsible for designing and executing strategies that drive customer retention, loyalty, and lifetime value across multiple channels.ResponsibilitiesOwn the end-to-end customer journey...

  • Senior Retention Manager

    3 days ago

    Los Angeles, California, United States Beach House Group Full time

    About the RoleWe are seeking a highly skilled Senior Retention Manager to join our team at Beach House Group. As a key member of our customer experience team, you will be responsible for designing and executing strategies that drive customer retention, loyalty, and lifetime value across multiple channels.Key ResponsibilitiesOwn the end-to-end customer...

  • Head of Customer Retention Specialist

    4 weeks ago

    Los Angeles, California, United States Fitt Talent Full time

    {"title": "Retention and Growth Specialist", "description": "Fitt Talent Partners is a specialized recruitment firm working with top health, fitness, and wellness companies. We're filling this role for a client - A fast-growing human performance company. **Job Overview** We are seeking a Retention and Growth Specialist to lead our retention marketing...

  • Retention Marketing Manager

    3 weeks ago

    Los Angeles, California, United States Awe Inspired Full time

    Retention Marketing ManagerAbout the Role:We are seeking a highly skilled Retention Marketing Manager to join our team at Awe Inspired. As a key member of our marketing department, you will be responsible for developing and executing lifecycle marketing campaigns that drive customer engagement and retention.Key Responsibilities:Retention Campaign Execution:...

  • Marketing Manager

    4 weeks ago

    Los Angeles, California, United States Fashion Nova Full time

    About UsFashion Nova is a fashion-forward and trend-driven apparel and lifestyle brand that celebrates individuality and inclusiveness. We use our platform to spread positivity and create a unique experience for our customers and employees.Role OverviewThe Manager, Retention Marketing will oversee the company's creative email marketing initiatives, elevating...

  • Retention Marketing Specialist

    3 days ago

    Los Angeles, California, United States Awe Inspired Full time

    Retention Marketing ManagerThe Retention Marketing Manager will play a pivotal role in driving customer engagement and retention across various channels, including email, SMS, membership/loyalty programs, and social media. This position is crucial in developing personalized, data-driven campaigns that boost customer retention, purchase frequency, and order...

  • Retention and Loyalty Marketing Specialist

    1 day ago

    Los Angeles, California, United States Michael Page Full time

    Job Title: Retention and Loyalty Manager About the Role: We are seeking a talented Retention and Loyalty Manager to join our team at Michael Page. As a key member of our client's DTC beauty brand, you will be responsible for developing and implementing comprehensive retention and loyalty strategies to enhance customer lifetime value. Key...

  • Talent Development and Retention Specialist

    2 weeks ago

    Los Angeles, California, United States Atlassian Full time

    Job Summary:We are seeking a highly skilled and experienced Talent Retention Specialist to join our team at Atlassian. As a key member of our HR department, you will be responsible for developing and implementing comprehensive DEI-focused talent retention strategies to reduce turnover and increase employee satisfaction among underrepresented groups.Key...

  • Director, Customer Relationship Management

    2 days ago

    Los Angeles, California, United States Centric Brands Full time

    Job SummaryCentric Brands is seeking a highly skilled Director, Customer Relationship Management to lead the development and execution of strategies to optimize customer communication, engagement, loyalty, and retention across a portfolio of brands.Key ResponsibilitiesLead the design, implementation, and optimization of CRM programs across various channels,...

  • Customer Success Manager

    4 weeks ago

    Los Angeles, California, United States Sellers Hub Full time

    {"title": "Customer Success Manager", "description": "Key ResponsibilitiesDevelop and maintain strong, long-lasting customer relationships throughout all levels and teams of their organization.Lead customer kick-off calls, perform platform demos & user trainings, drive regularly scheduled check-ins, QBRs with customers, while monitoring platform adoption and...

  • Customer Success Manager

    6 days ago

    Los Angeles, California, United States Pear Suites Full time

    About Pear SuitePear Suite's innovative care navigation platform empowers healthcare professionals to collect, visualize, and act on social determinants of health data, enabling healthcare entities and community-based organizations to meet the social needs of their community in a culturally sensitive, person-centered way.About the RoleJob Title: Customer...

  • Vehicle Service Contract Retention Specialist

    3 weeks ago

    Los Angeles, California, United States Daskowski Enterprises Full time

    Vehicle Service Contract Retention SpecialistWe are seeking a skilled professional to join Daskowski Enterprises as a Vehicle Service Contract Retention Specialist. This role is responsible for providing exceptional customer service and support for our vehicle service contracts.Key Responsibilities:Handle customer inquiries and complaints in a professional...

  • Customer Success Manager

    2 days ago

    Los Angeles, California, United States Sellers Hub Full time

    Key ResponsibilitiesRelationship Management:Develop and maintain strong, long-lasting relationships with customers across all levels and teams of their organization.Customer Engagements:Lead customer kick-off calls, perform platform demos and user trainings, drive regularly scheduled check-ins, QBRs with customers, while monitoring platform adoption and...

  • Medicare Sales Retention Specialist, Intermediate

    2 weeks ago

    Los Angeles, California, United States Blue Shield of CA Full time

    About the RoleWe are seeking a highly skilled Medicare Sales Retention Specialist to join our team at Blue Shield of California. As a key member of our Direct Sales Enrollment team, you will play a critical role in implementing retention-based strategies to increase member retention and reduce disenrollment.Key ResponsibilitiesDevelop and execute outbound...

  • Customer Success Manager

    4 weeks ago

    Los Angeles, California, United States Pear Suites Full time

    About Pear SuitePear Suite's innovative care navigation platform empowers healthcare professionals to collect, visualize, and act on social determinants of health data, enabling healthcare entities and community-based organizations to meet the social needs of their community in a culturally sensitive, person-centered way.About the RoleJob Title: Customer...

  • Customer Success Manager

    2 days ago

    Los Angeles, California, United States Pear Suites Full time

    About Pear SuitePear Suite's innovative care navigation platform empowers healthcare professionals to collect, visualize, and act on social determinants of health data, enabling healthcare entities and community-based organizations to meet the social needs of their community in a culturally sensitive, person-centered way.About the RoleJob Title: Customer...