Role Overview:

IBD is seeking a Customer Retention Manager to devise and assist in programs that support IBD's goals of lowering subscription churn and improving customer retention across all product lines. Reporting to the Director of Customer Retention, this role will operate cross-functionally, partnering with acquisition and engagement, creative, data science and analytics, product, editorial content, customer service, finance and legal etc., to ensure all areas of the customer experience are delivering towards IBD's subscription retention goals.

We are searching for a passionate individual who can develop and implement strategies based on customer trends. This role requires intuition, organization, strong communication skills, attention to detail, commitment to set and meet deadlines.

You will work in the Los Angeles office two days each week, usually Monday and Tuesday, with some flexibility as needed.

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

Qualifications:

• The willingness to work in the LA (Miracle Mile) office two days each week.
• 5+ years in a subscription business, marketing, and/or media role including retention marketing responsibility.
• Experience developing churn reduction tactics and experience implementing them to save subscribers from churning.
• Strong analytical and strategic thinking skills and experience synthesizing raw data into actionable campaign optimization strategies for new and existing initiatives.
• 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.
• The ability to work quickly in a fast-paced environment, as well as manage multiple and competing priorities.
• The 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

Reasonable accommodation:Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.EEO/AA/M/F/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at IBDtalentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area: Dow Jones - CMO - Marketing

Job Category: Marketing & Product Management

Union Status:

Non-Union role

Pay Range: $80,000 - $100,000

We recognize that attracting the best talent is key to our strategy and success as a company.As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates.The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.

Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..

Since 1882, Dow Jones has been finding new ways to bring information to the world's top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron's, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

Req ID: 43363