Senior Retention Specialist

Job Description

The Washington Post is seeking a Senior Retention Specialist to join our subscriptions marketing team. In this role, you will lead efforts to increase subscriber revenue and retention by managing and executing digital marketing campaigns aimed at deepening loyalty among existing subscribers. You will collaborate closely with product, analytics, and brand marketing partners to build a comprehensive revenue strategy to drive growth within our existing customer base, focusing on upsell and pricing optimization opportunities. 

This role reports to the Retention Manager. 

Motivation 

• Dedicated to our mission of becoming the world's leading news organization. 

• Contribute to data-driven decision-making to inform and support digital marketing strategies. 

• Participate in a collaborative, inclusive, and innovative team environment that encourages open communication, continuous learning, and mutual support. 

Responsibilities 

• Develop a deep understanding of The Post’s products to implement effective upgrade/upsell strategies. 

• Perform detailed customer analysis to tailor targeted upsell, cross-sell and retention strategies. 

• Lead onsite, app, email, and paid media retention campaigns targeting current subscribers, using automation tools to optimize upsell and cross-sell opportunities. 

• Research and develop iterative testing strategies to gain insights and enhance customer experiences. 

• Oversee day-to-day retention campaign management, optimizing performance and audience development. 

• Collaborate with analytics to develop and maintain dashboards tracking key performance indicators and campaign outcomes, analyzing campaign effectiveness, demonstrating ROI, sharing key learnings, and making growth recommendations. 

• Monitor and adjust ROI on marketing initiatives to ensure alignment with campaign goals and stay updated on customer lifecycle marketing trends, best practices, and technologies to identify new opportunities. 

Qualifications 

• 3-4 years of experience in digital marketing, customer communications, or related fields, preferably in a subscription-based business, with proven success in executing upsell and cross-sell strategies. 

• Strong analytical skills and proficiency in data tracking and analysis tools for interpreting customer data and trends. 

• Highly detail-oriented with excellent project management and interpersonal skills. 

• Proven ability to monitor campaign impact, interpret A/B test outcomes, and identify performance trends. 

• Collaborative mindset with strong cross-functional teamwork, swift execution, proactive problem-solving, and continuous improvement. 

• Technical proficiency in various marketing tools skills to support campaign execution across multiple platforms. 

Compensation and Benefits

Wherever you are in your life or career, The Washington Post offers comprehensive and inclusive benefits for every step of your journey:

• Competitive medical, dental and vision coverage

• Company-paid pension and 401(k) match

• Three weeks of vacation and up to three weeks of paid sick leave

• Nine paid holidays and