The Subscriber Retention and Customer Experience Manager leads brand strategy and communications in service of subscriber retention. He/she will drive communications strategy and delivery of creative solutions for customer communications leveraging multiple channels, e.g., email, on-site communications and push notifications. This leader’s primary mission is to support the customer experience through shaping, driving and promoting a multichannel communication approach to the way subscribers experience The New York Times brand. This role is critical in leading and supporting the plans to enhance the consumer journey across the company’s business channels, to ensure continuity in the brand experience, and deliver a best-in-class customer experience.
Supports the Vice President of Brand Marketing, working closely with the V.P., Customer Experience, with key functional responsibility for the customer experience messaging and content strategy as well as maximization of communications in subscriber retention initiatives.
Supports the development of strategic marketing plans to drive subscription, upsells, renewals and winback with a focus on the messaging that drives retention, positive sentiment and advocacy.
Evaluates subscriber needs using research tools to identify market conditions and new technologies to support communications strategies and initiatives.
Drives subscriber and channel retention through effective communications planning, commercialization and marketing program development and execution.
Initiates efforts to engage the Call Center to better understand and communicate the brand. Evaluates and reviews outcomes from customer experience communications and makes recommendations on pathways to improvement.
Drives the tone and messaging for loyalty programs to increase retention, driving strategy and testing various benefits and rewards.
Stewards the creative development process with internal creative team and/or outside agency partners to deliver compelling subscriber communications that build the brand and drive retention.
Ensures that all retention and customer experience messaging is consistent and on-brand.
Analyzes customer data to understand key messages that drive subscriber attraction and retention.
Links newsroom and product efforts to our customer experience efforts and teams. Create a system for channeling upcoming journalistic efforts to be communicated to our internal groups and to our subscribers, and to generate unique experiences around our journalism where appropriate.
Tracks and regularly communicates to the organization the learnings and results of customer experience communication efforts.
Key Qualifications:
Seven+ years of marketing experience.
Well-rounded marketing experience preferred. Experience with customer experience initiatives and tools a nice-to-have.
Experience developing compelling brand communications required. CX communications experience a strong plus.
Deep appreciation and passion for great customer experience.
Demonstrated ability to work in creative and analytical environments.
Experience with agile working processes a plus.
Data-driven mind-set, leadership and problem-solving skills, using creativity and innovation.
Excellent presentation and communication skills.
Ability to lead cross-functionally and build deep relationships.
Education
B.A./B.S. degree required
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