Customer Retention Marketing Manager, Investors Business Daily

$80,000 - $100,000/Yr

Dow Jones - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

Chemical Manufacturing

About the position

The Customer Retention Marketing Manager at Investor's Business Daily (IBD) is responsible for developing and implementing strategies to reduce subscription churn and enhance customer retention across all product lines. This role involves collaboration with various teams to ensure a seamless customer experience and to meet IBD's retention goals. The position requires strong analytical skills, creativity, and a customer-focused mindset to drive effective retention marketing initiatives.

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 (Net Promoter Score) and CSAT (Customer Satisfaction) 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 with experience synthesizing raw data into actionable campaign optimization strategies.
• 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.
• Ability to work quickly in a fast-paced environment and manage multiple competing priorities.
• 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.

Benefits

• Comprehensive and highly competitive benefits package including physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits.
• Elective benefits that employees may select to best fit their needs and personal situations.