Customer Lifecycle Marketer

Join one of Baltimore's Best Places to Work!

About Us:

The Baltimore Banner is a Pulitzer award winning, nonprofit newsroom founded to bring high-quality local journalism to the Baltimore metro area as well as Montgomery County. We are creating a vibrant, strong, trustworthy, and sustainable news organization, seeking to re-imagine the future of local news. Using a multi-platform news operation, covering a broad range of topics from local government to culture and the arts. We tell stories that reflect the community, connecting neighbors, holding government institutions accountable, and making sense of the world. All this work is grounded in truth. We believe we can contribute to a more vibrant, informed, and whole Baltimore, surrounding counties, and the state of Maryland.  

We’re looking for a Customer Lifecycle Marketer who will lead the development, implementation, and management of innovative marketing programs aimed at growing, engaging, and retaining our digital subscribers to maximize customer lifetime value (CLV) and revenues. Reporting to the Senior Manager, Customer Engagement and Retention, this role leverages your strategic insights and creative execution to drive business success and enhance the customer experience. If you thrive in a collaborative environment and want to make a meaningful impact across the entire organization, we’d love to hear from you!

What You’ll Do:

• Collaborate with marketing leadership to align company objectives and translate them into effective marketing campaigns. 
• Assist in developing, executing, and monitoring test plans to enhance customer engagement and retention across various channels including email marketing, retargeting, personalization, payment processing, dispute resolution, segmentation, and cross-functional collaboration. 
• Oversee outsourced Customer Care operations to ensure alignment with company customer service goals and compliance policies. Identify and establish processes that integrate effectively with tools and platforms. 
• Manage operations for Institutional subscriptions, including communicating with Sales Reps for Request for Proposals (RFPs), contract management, campaign setup, and renewal communications. 
• Work under guidance from marketing leadership to create personalized, omnichannel experiences aimed at driving valuable customer interactions. 
• Collaborate closely with analytics colleagues to access necessary data and insights for informed marketing decision-making. 

What You Bring:

• Bachelor's degree and 3-5 years of experience in marketing, demonstrating a proven track record of growth and professional development. 
• Experience in digital customer lifecycle marketing environments is preferred. Preference given to candidates with experience in B2C and subscription-based industries. 
• Proficiency in communication and experience platforms such as Email, Web Analytics, on-site tools, and payment management, emphasizing personalization. 
• Strong execution skills, including segmentation, utilizing customer data platforms, campaign setup, and managing marketing operations. 
• Possesses a data-driven mindset, adept at collecting and synthesizing data, uncovering valuable insights, and delivering comprehensive reports and recommendations to senior leadership. 
• Excel proficiency is essential, and familiarity with HTML/CSS is a plus. 
• Experience collaborating closely with Customer Care teams. 
• High ethics and integrity, with the ability to make quick, thoughtful decisions.<