Where am I based? New York
What do we do? United by our ambitions, the Dow Jones Customer group will attract and retain customers by creating distinctive experiences and valued relationships for mutual profit. We work across all of the elite Dow Jones brands to appeal to a broad, high-level client base and provide a distinctive experience to each one. In addition, the group’s focus is on consistently providing excellent service and developing and nurturing valued, lasting relationships with our customers.
Who is my manager? VP, Net Growth
What are my accountabilities?
Manage a team overseeing Global Customer Engagement, by setting the strategic direction and implementation of customer activation and engagement programs
Develop and drive a strong collaborative relationship with Customer Experience and Churn Prevention to develop and embed a customer life-cycle management approach to retention. Build customer management and reporting capabilities around the life-cycle that enable execution, assessment and optimisation of the approach. Ensure that there is continuity in treatment and tone for customers throughout this cycle.Develop activation plans for customers from point of recruitment to end of trial period.
Constantly work to understand which behaviours deliver trial conversion, engagement, advocacy and satisfaction and build strategies and experiences that incentivize and reward such behaviours.
Deliver the trial conversion percentages, volumes and revenue targets as agreed in the quarterly planning cycle.
Manage the reporting of KPI and other indices as per set criteria, on a daily, weekly, monthly basis.
Develop and drive a strong collaborative relationship with Marketing teams to understand Dow Jones’ propositions for loyalty and brand extensions are best managed to drive revenue and increase engagement, thereby reducing churn. Understand the role each plays in the customer welcome, development and retention phases.
Lead, manage and coach the team demonstrating great management practice in identifying and developing the best talent, setting inspiring objectives, open and inclusive communication, managing performance, recognising and rewarding our achievements.
Work alongside Director of Churn Prevention to ensure clearly aligned goals and flawless execution.
What do you need from me?
Thorough understanding of Dow Jones’ and WSJ business strategy and organisation
A proven track record in customer activation, engagement and marketing based on a subscription model.
Thorough understanding of tools and techniques used in integrated marketing communications
Ability to provide thought leadership on how customer engagement can support delivery of business strategy.
Proven commercial record of developing customer facing strategies which drive customer loyalty and revenue.
Proven experience of managing complex stakeholder environments and revenue models.
Ability to communicate technical or data led information to the department in an engaging and informative manner.
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