Dow Jones Retention Manager in NEW YORK, New York

Job Description:

Where am I based?

New York

What do we do?

Dow Jones provides news and business information to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. It has produced unrivalled quality content for more than 125 years and today has one of the world’s largest newsgathering operations with nearly 2,000 journalists in more than 75 bureaus globally. Its leading publications and products include the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.

United by our ambitions, the Dow Jones Customer group will attract and retain customers by creating distinctive experiences and valued relationships for mutual profit. We work across all of the elite Dow Jones brands to appeal to a broad, high-level client base and provide a distinctive experience to each one. In addition, the group’s focus is on consistently providing excellent service and developing and nurturing valued, lasting relationships with our customers.

Who is my manager?

Director of Churn Prevention

What are my accountabilities?

  • Global customer retention and ARPU growth of customer base across all consumer products.

  • Work alongside the Customer Experience team to ensure we provide first class customer journeys that prevent churn, both in our customer service environment and in our products.

  • Develop and drive a strong collaborative relationship with Customer Experience to develop and embed a customer life-cycle management approach to retention. Build customer management and reporting capabilities around the life-cycle that enable execution, assessment and optimization of the approach. Ensure that there is continuity in treatment and tone for customers throughout this cycle.

  • Develop and drive a strong collaborative relationship with Marketing teams to understand Dow Jones’ propositions for loyalty and brand extensions are best managed to drive revenue and increase engagement, thereby reducing churn.

  • Lead development of business insight and data to build a world class churn prevention strategy in order to achieve our corporate goals. Design and direct implementation of a dashboard that can be used by sales, marketing, customer experience and tech to understand churn each week.

  • Ensure that churn is a focus across the company by making sure it is well represented in the customer knowledge program.

  • Collaborate with the Optimization Director to continuously test and optimize the customer experience in the renewal series.

  • Define and lead the strategy for renewals and the saves team.

  • Help to develop pricing strategy and size its impact on churn.

  • Manage relationships with WSJ+ team to maximize customer retention.

  • Manage churn management plans for subscription customers. Allocate budget and effort across these categories based on strategic priorities and value to WSJ.

  • Strive to understand our customers and put them at the heart of what we do.

  • Continually provide fresh ideas around improvements based on prevention/retention/saves trends.

  • Influence other parts of the business where their contribution directly impacts Net Growth

  • Build the capability and capacity of individuals and team through constructive feedback, and challenge to enable team effectiveness and to drive business performance.

What do you need from me?

  • 6-7 years of experience in customer retention or related fields

  • 1-2 years of management experience in customer retention or related fields

  • Passion for DJ’s strategy and vision.

  • A proven track record in leading strategic customer churn prevention and marketing to drive results.

  • Tenacity - proven ability to find solutions when data is hard to come by, through strategic hypothesis.

  • Focus - a goals driven approach and ability to work at pace.

  • Innovation - a willingness and proven ability to deliver churn prevention strategies that challenge perceived wisdoms.

  • Commercial acumen - proven track record of developing customer facing strategies which drive loyalty and revenue.

  • A performance and data driven marketing approach and ability to translate this into customer strategy and comms.

  • Ability to communicate technical or data led information to the biz in an engaging and informative manner.

  • The ability to work in a matrix structure, motivating the wider team.

  • Thorough understanding of tools and techniques used in integrated marketing.

  • Proven experience of managing complex stakeholder environments and revenue models.

  • Energetic, collaborative and driven.

How do I apply?

If you feel that this exciting and fast paced position matches your skills, experience and motivation then please apply here or via your manager.

EEO/AA Tagline:

Dow Jones, Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets

Company Overview:

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets

Requisition ID 2017-29833

Job Locations USA-NY-NEW YORK

Job Function Marketing

Business Area CONSUMER SALES & MARKETING

Job Area1 Marketing & Corp Comms

Job Area2 ..