Director, Subscriber Retention

Monmouth Junction
Apr 01, 2013
May 01, 2013
Full Time
When you join Dow Jones, you become part of one of the most dynamic, creative and savvy news and information companies in the world.  As a global leader in news and business intelligence, we're newswires, websites, newspapers, apps, newsletters, databases, magazines, radio and television--including some of the widest-read and most-respected brands, like The Wall Street Journal, Barron's, SmartMoney and Factiva.  Our media inform the discussions and decisions that are vital to the world's commerce, while our databases make the business world more transparent.  We continually develop technology to transform information into insight and insight into prosperity.  From 58 countries and in 28 languages, we enlighten and inspire audiences with authoritative, differentiated and trusted content.
We are searching for a Director of Subscriber Retention.  The primary responsibility of the Director of Subscriber Retention is to reduce subscriber churn and increase customer retention by creating or optimizing the performance of retention programs.  This person will own the subscriber churn target for The Wall Street Journal and Barron’s, and will work with cross-functional teams to develop a wide range of initiatives to meet this churn target.   This person is a data-driven marketer who has proven experience in developing and executing successful retention programs for subscription businesses.   
Key Responsibilities: 
  • Work with Circulation Planning partner to create and optimize churn modeling and reporting
  • Work with Circulation Planning partner to develop audience segmentation around propensity to churn; identify and define high risk/high value audience segments to build save programs around
  • Work with Circulation Planning partner to build a predictive churn model to identify “at risk” subscribers based on a 360 degree view of the customer
  • Develop and execute comprehensive, cross-functional strategies & tactics, including outbound marketing, rewards, incentives and engagement for identified audience segments
  • Map the customer lifecycle and build communication and management programs to optimize customer experience
  • Develop product and brand engagement tactics to improve retention rates in new and digital subscribers
  • Drive alignment of customer-impacting initiatives & communications across the organization and throughout the customer lifecycle
Key Relationships:
The Director of Subscriber Retention works closely with a wide range of groups in the company to build, align and create programs that impact subscribers, including:
  • Circulation leaders to understand and address overall circulation strategies and priorities
  • Customer Service leaders to understand agent needs and effectively address call center challenges and opportunities
  • Circulation Commerce teams to coordinate the execution and reporting of outbound subscriber campaigns and offers
  • Circulation Finance and Planning to coordinate and refine operational & churn metrics and reporting
  • Technology and commerce platform stakeholders to communicate product and customer  requirements and develop innovative approaches to the market
  • Data analytics team to develop reporting and data analysis to support churn modeling and audience segmentation
  • Brand marketing team to ensure creative deliverables fit target market requirements
Knowledge, Skills and Experience Required:
  • A minimum of 10 years experience in a consumer marketing function with increasingly senior levels of experience; at least 3-5 years of retention-related marketing experience for a subscription business
  • Strong analytical skills; data-driven with demonstrated ability to leverage facts, financial & market analysis, and insights to evaluate strategic options and recommend course of action
  • Experience developing strategic business plans for new initiatives including business case rationale, development, financial pro formas and go-to-market plans
  • Strong project management skills and experience and the ability to work well under pressure and execute efficiently against aggressive deadlines and changing business dynamics
  • Excellent relationship builder; proven track record influencing and gaining commitment from others whose opinions are respected within an organization
  • Strong attention to detail and ability to juggle several projects at the same time
  • Bachelor’s degree; MBA a plus 



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