The Managing Director, Engagement and Retention will measurably improve the performance of our business by creating best-in-class CRM programs and experiences for our customers. S/he will set the strategic direction for driving engagement and retention from all subscriber segments – print, digital, international, B2B. This individual will lead a team of marketers who are collectively responsible for communicating with subscribers throughout their Times lifecycle. S/he will be responsible for setting and achieving KPI’s related to customer engagement, customer satisfaction, retention rates, minimizing cancellations, expense management and program ROI. This position requires a data-driven mindset, strong leadership and problem-solving skills, and creativity and innovation.
Key Responsibilities:
Leadership: Serve as internal Engagement, Retention and Loyalty expert. Bring knowledge from prior experience, keep a pulse on industry trends, and share these insights with the team to benefit the NYT business. Continuously identify areas of opportunity, think of new and out-of-the-box programs, all with the goals of driving business results and customer satisfaction. Champions cross-functional projects and flourishes in a collaborative environment and builds strong working relationship with colleagues across the organization. Oversees team of marketers at various levels of experience and tenure and provides ongoing feedback and mentorship and helps team meet business and development goals.
CRM Strategy: Lead CRM strategy and tactical efforts that drive subscriber engagement through both ongoing, behavioral triggers and ad hoc segmented campaigns across all product categories and marketing channels including email, direct mail, on site messaging, social media, and phone channels. Develop and oversee subscriber communication strategy and calendar.
Customer Segmentation: Leverage customer data and insights to drive strategy for subscriber segmentation based on all available data attributes. Partner closely with data scientists and analysts to transform data insights into actionable outcomes.
KPI Development: Partner with Customer Insight Group, Finance, Segment Managers and other key stakeholders to establish, monitor, and analyze KPI’s focused on driving engagement, retention and LTV.
Performance Management: Oversee day-to-day business performance, identify key trends and develop immediate plans to improve performance to meet business goals. Partner with Analytics and Finance groups to enhance reporting to provide necessary view of performance. Prepare and present monthly business reviews that outline program performance, upcoming initiatives and areas of opportunity.
Budget Management: Manage financial forecasts around customer growth and expenses. Ensure optimal use of expenses to meet business goals at positive ROI.
Customer Experience: Partners with Customer Experience and Care teams to develop strategies to optimize the customer experience through targeted marketing and relevant communications across all channels, including the call center.
Creative Management: Partner with Creative and Brand groups to ensure consistent NYT voice across subscriber communications and to optimize all messages by audience and channel.
Test and Learn: Implement a rigorous test and learn approach that spans creative testing, segmentation, messaging and offer strategies.
Qualifications:
Bachelors degree required, MBA preferred
10+ years relevant work experience in consumer marketing, customer experience, and / or subscription management
Data-driven individual who is comfortable with data and technology and can lead meaningful dialogue with product and technology teams
Proven strategic thought leadership and demonstrated experience driving innovation and change
Leadership skills – demonstrated ability to manage high-performing teams and develop cross-functional working relationships.
Strong problem-solving skills – approaches problems logically with a solution-oriented mindset and with good judgment to provide the appropriate customer outcome
Sense of urgency to execute and demonstrated career of successful program implementations
Demonstrate ability to influence, manage, and present ideas via excellent clear written and verbal communication skills.
Strong project management skills including ability to manage multiple priorities at once, build relationships and work effectively with internal and external partners
Exceptional analytical and critical thinking skills, especially in business modeling and analytics, with the ability to leverage insights to draw sound conclusions and recommendations.
Poise, maturity and interpersonal skills to deal professionally and collaborate across functions and internal stakeholders
High degree of initiative and results orientation with a strong attention to detail. Proactive self-starter who sets priorities, takes on new projects and drives deliverables to execution with full accountability and a can-do attitude.
Experience working with call center and/or customer service organizations a plus.Direct Response Marketing experience in a B2C environment required.
Experience managing others and ability to develop talent.
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