The Director of Customer Development and Engagement will measurably improve the performance of our business by creating best-in-class CRM and engagement programs that drive customer success and long-term relationships with our subscribers. S/he will set the strategic direction for driving engagement from all subscriber segments – print, digital, international, youth. S/he will be responsible for setting and achieving KPI’s related to engagement, customer success, and program ROI. This position requires a data-driven mindset, a robust CRM background, strong leadership capabilities, a collaborative spirit, deep creative thinking, and a bias toward action and innovation.
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Key Responsibilities:
Leadership: Serve as internal Engagement, Customer Development, 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 increased customer engagement and customer success. S/he champions cross-functional projects and flourishes in a collaborative environment, building strong working relationships with colleagues across the organization, including product, newsroom, brand marketing, data and analytics, CX/Care, and internal business segment leads. Oversees a small team of marketers, provides ongoing feedback and mentorship and helps team meet business and development goals.
CRM Strategy & Test and Learn: Lead CRM strategy and tactical efforts that drive subscriber engagement through ongoing testing, behavioral triggers and ad hoc segmented campaigns across all product categories, business segments, and marketing channels including email, direct mail, on site messaging, social media, and phone channels. Leverage customer data and insights, in partnership with segment managers, data analytics, Customer Insights Group, and data science, to develop hypothesis-driven test and learn strategies, including learning agenda development, measurement plans, and weekly, monthly, quarterly program reporting. Test treatments based on interests, behaviors, and other attributes available. Develop and oversee subscriber communication strategy and calendar.
Budget Management: Manage engagement financial forecasts and ensure optimal use of expenses to meet business goals at positive ROI.
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. Be a strong leader in and advocate for clear and impactful content strategies. Be part of an agile creative team to drive iterative campaigns that match the velocity of news cycles, delight our subscribers, and exceed customer expectations.
Qualifications:
Bachelors degree required, MBA preferred
7+ years relevant work experience in CRM, consumer marketing, and / or subscription management
Data-driven individual who is comfortable with data and technology and can lead meaningful dialogue with product, technology, and data teams
Proven strategic thought leadership and demonstrated experience driving innovative marketing programs
Strong problem-solving skills – approaches problems logically with a solution oriented mindset and with good judgment to provide the appropriate customer outcome
Extremely collaborative with the ability to build relationships and engender trust amongst diverse partners and stakeholders within a matrix organization.
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.
Direct Response Marketing experience in a B2C environment required.
Experience managing others and ability to develop talent.
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