Dow Jones Associate Director - Customer Value in PRINCETON, New Jersey

Job Description:

DJ

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.

The Wall Street Journal is America’s largest newspaper by paid circulation with more than 2.2 million customers. In recent years, the Journal has expanded its core content offering to include coverage of the arts, culture, lifestyle, sports, and personal health, building on its heritage as the leading source of business and financial news. Published by Dow Jones, one of the world’s largest news gathering operations with nearly 2,000 journalists in more than 80 bureaus, The Wall Street Journal now spans 12 editions in nine languages, engaging readers across newspapers, websites, magazines, social media, and video. The Journal holds 35 Pulitzer Prizes for outstanding journalism.

Customer Group

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.

Customer Experience Department

The Customer Experience Department works within the Customer Group supporting our Consumer and PIB businesses to deliver a best-in-class customer experience. The 3 main pillars of customer experience support nearly every facet of Dow Jones globally providing campaign analytics, quality assurance, experience design and much more. They are based out of three main locations (Princeton, NJ; Barcelona, Spain; and Hong Kong).

Customer Service Team

This team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage for clients of our consumer and PIB products. Included with the service team is the contact center operations which is responsible for Training, Quality Management, Service Performance reporting, Service Design and the Systems that support the Customer Service team.

Based in: Princeton, NJ

Reports to: Head of Consumer Customer Services

Key Responsibilities:

  • Oversee inbound and outbound Retention efforts for 50+ Retention Agents located in the US and Manila to achieve daily/weekly retention goals and maximize customer retention

  • Develop and manage the Retention strategy to minimize cancellations and drive increased engagement per user across the subscriber base

  • Analyze print and digital retention activity, reporting on effectiveness. Analyze customer behavior patterns to identifying gaps, opportunities and areas for concern

  • Lead the optimization of existing programs as well as driving forward the development and implementation of new initiatives.

  • Integrate a Test and Learn approach to the Retention team’s activity to drive a clear understanding of the levers of Retention across the business

  • Work with the outsourcing management and internal training teams to ensure that the Retention teams are performing to the highest level through monitoring and training, achieving KPIs and SLAs

  • Work collaboratively with a variety of internal stakeholders, including marketing, technology and finance to solicit their input and ensure their awareness of key projects/initiatives

  • Analyze marketing campaign performance and trends as they relate to retention. Produce and present reports to understand effectiveness and ROI; provide recommended courses of action.

  • Provide regular reporting to management that analyzes and contextualizes retention trends.

Requirements:

  • Bachelor’s Degree in Marketing, Communications or related field

  • 5+ years experience in working with Sales/Retention teams in a large call center environment

  • 5+ years management experience

  • Experience in customer segmentation with an understanding of predictive modeling a plus

  • Strong critical thinker with data driven mindset. Ability to translate data into actions.

  • Strong project management and interpersonal skills with a drive to take initiative in a challenging, fast-paced environment of multiple priorities.

  • Proven track record in coaching, mentoring and motivating individuals to deliver on inbound and/or outbound sales/retention goals

  • Strong Analytical Skills

  • Ability to independently prioritize work and the overall tasks of the team

  • Excellent written and verbal English communication skills

  • Basic technical knowledge of and competence in websites, smartphones and tablets

  • Willingness to travel, expectation will be that this role will require regular visits to contact centers

  • Self-motivated and results oriented with a high regard for attention to detail

  • Poise and maturity to deal professionally and collaborate across functions and internal stakeholders in a matrix environment

  • Experience in media a plus

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 2017-29983

Job Locations USA-NJ-PRINCETON

Job Function Sales

Business Area CUSTOMER EXPERIENCE

Job Area1 Customer Experience

Job Area2 ..