Description
JOB SUMMARY:
The Subscription Optimization Manager orchestrates comprehensive retention and print-to-digital conversion programs to expand our total subscriber bases (TSAs) and revenue across all McClatchy markets. This role entails collaboration and execution with various departments to synchronize engagement and lifecycle initiatives and leverage them optimally within subscriber retention campaigns. This position will spearhead initiatives to boost customer retention, loyalty, and lifetime value through oversight of day-to-day retention programs, analysis and optimization of B2C programs.
In addition to managing specified targets, the Subscription Optimization Manager creates the development of proactive campaigns aimed at churn reduction and improving average revenue per user (ARPU). By leveraging data-driven insights and innovative strategies, the Retention Manager cultivates initiatives designed to address customer attrition and elevate subscription metrics and retainment preemptively.
The anticipated base pay range for this position is between $80k and $100k annually. Individual base pay may vary within that range depending on job-related knowledge, skills, experience, relevant education, department equity, training, geography, and local wage and hours laws.
RESPONSIBILITIES:
- Blend analytical prowess, creativity, and a deep understanding of customer behavior to drive retention through omnichannel solutions.
- Oversee the daily operations of retention initiatives, ensuring strategies are effectively implemented and goals are met.
- Work closely with marketing, customer service, finance, product, and analytics teams to create a cohesive approach to subscriber retention. Align retention efforts with lifecycle marketing and engagement strategies.
- Oversee billing and payment cycles, and implement improvements to all forms of payment processes to reduce involuntary churn.
- Integrate engagement metrics into retention programs, continuously refining strategies based on engagement data insights.
- Analyze subscriber data to identify trends, pain points, and areas for improvement. Provide regular reports on retention metrics and campaign performance to improve churn.
- Establish benchmarks, targets, and comprehensive reports to track activities and outcomes.
- Analyze and optimize the performance of outbound sales and retention efforts, direct mail, email, and other omnichannel campaigns on a weekly and periodic basis.
- Drive alignment of audience retention initiatives across McClatchy properties, ensuring effective communication of product features and benefits to subscribers.
- Uphold McClatchy’s mission, vision, and core values while fostering a culture of excellence.
- Stay abreast of industry best practices, leveraging insights to enhance program productivity across markets.
- Ensure compliance with regulatory frameworks, including TCPA, TOS, CCPA and PCI.
- Foster accountability within the team, (entire Retention and Customer Care teams) ensuring individuals meet assigned targets across McClatchy markets.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
- Exceptional management, verbal, interpersonal, and written communication skills.
- Proven ability to innovate and collaborate effectively in a fast-paced environment.
- Strong organizational skills with acute attention to detail.
- Ability to thrive in a multidisciplinary team environment while managing competing priorities.
- Passion for customer success and a keen interest in news and media preferred.
- Utilize advanced Excel functions to analyze data, create comprehensive reports, and generate actionable insights.
- Build and maintain financial models to support business planning and forecasting.
EDUCATION AND EXPERIENCE
- Bachelor’s degree (B.A.) from four-year college or university; and 4-6 years related experience and/or training; or equivalent combination of education and experience. Requires a prior work history that demonstrates strong successful leadership ability and a solid understanding of complexities of subscription retention, sales, customer service and marketing.
- Solid proficiency with MS Office applications and Google applications.
About McClatchy:
Our impact is growing every day. 30 growing markets. Over 65 million monthly readers. 56 Pulitzer Prizes. A strong portfolio of dynamic partnerships and smart investments. Our award-winning journalism, digital reach, and commitment to innovative growth have never been stronger.
As a member of the McClatchy family, you are part of a flexible, empowering, and exciting culture dedicated to creating a work/life balance and consistent opportunities for growth—a place where you have a voice and the ability to impact our future. It’s an exciting time to be here. Our company is experiencing the most transformative period in its history. We’re growing rapidly in the digital space and delivering award-winning journalism in innovative ways.
McClatchy strives to be an employer of choice, and our benefits package is made with this goal in mind. With a focus on well-being and daily life, our package options include healthcare coverage for employees and their families, financial protection from expected and unexpected expenses, multiple no-cost wellness resources and even coverage for four-legged friends.
Our overall benefits package also includes a 401(k) with employer match, competitive paid time off and corporate holidays, and a variety of mental health benefits. For more information on McClatchy’s benefit plan, please visit McClatchyLivewell.com.