Manager, IBD Customer Retention

Job Description:

Job Description:

Customer Retention Manager, Investor’s Business Daily

The Marketing team is responsible for growing the subscriber base of Dow Jones products globally, across WSJ, Barron’s, MarketWatch and Investor’s Business Daily (IBD).  This role sits on the Retention team within the Marketing organization of IBD, leading efforts to lower churn for its line of subscription products. The Investor’s Business Daily brand is the industry leader in research and education geared toward individual investors. With its robust suite of interactive stock research platforms, IBD’s mission is to help investors make more money in the market.

Reports to:

Director of Customer Retention, Investor’s Business Daily (IBD)

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

What do you need from me?

• 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 custome