Job Title

Senior Manager of Retention

Business Title

Senior Manager of Retention

Education

Bachelor's Degree

Location

Downtown Dallas (TDMN) - Dallas, TX 75201 US (Primary)

Salary Grade

Job Type

Full-Time

Exemption Type

Exempt

Travel

Job Description

The Senior Manager of Retention is responsible for lifecycle communications for new and existing members, reducing churn to grow membership and revenue. This individual supports the development of a strategy that deepens existing member relationships, with a focus on identifying key areas where connections can be strengthened.

JOB RESPONSIBILITIES

• Responsible for the strategy, execution, and performance of all retention marketing plans with emphasis on pricing, churn mitigation, non-payment stops evaluation, and optimization of business rules that impact paying members in order to meet revenue goals.
• Create, organize, and evolve retention strategies to keep members.
• Develop a best-in-class member journey roadmap across all channels and touchpoints focused on retaining & improving member loyalty; build an effective and cohesive blueprint of the member journey from onboarding to win-back messaging, unifying The Dallas Morning News touchpoint and messaging.
• Work cross-functionally with all departments and relevant agencies/partners to ensure the successful execution of strategic initiatives.
• Partner with the analytics team to analyze data and build key performance metrics based on member behavior.
• Work closely with the Customer Experience Director to identify and implement retention tools designed to incrementally improve save rates; explore available tools/technologies to improve the member experience and decrease call volume.
• Manage/mentor direct reports and conduct employee reviews.
• Ensure the highest level of clear and timely communication with the team and key stakeholders within the organization.
• Support and participate in DEI training/initiatives throughout the organization
• Work closely with VP of Consumer Revenue to ensure the achievement of business goals (revenue and volume).
• Perform other related duties as assigned.

Job Requirements

Qualified candidates must possess the following skills and attributes:

Customer focus; commitment to excellence; strong written and verbal communication skills; strong organizational skills; strong sense of urgency; strong analytical skills; detail orientation; strong managerial skills; business acumen; drive for results; interpersonal savvy; ability to lead a team; ability to establish and maintain strong relationships both within and outside the organization.

The Senior Manager of Retention carries out supervisory responsibilities in accordance with the organization's policies and applicable law. Responsibilities include interviewing, hiring and training employees, planning, assigning and directing work, appraising performance, and resolving issues. Strict confidentiality regarding personnel matters must be maintained at all times.

• Bachelor's degree or comparable work experience
• 5+ years of marketing, customer service/retention experience; publishing or media industry experience desirable
• Proficient in Windows, Word, Excel, PowerPoint, Google, and database applications; solid knowledge of website and marketing analytics tools (Google Analytics, etc.); knowledge of Workday, Essbase desirable; knowledge of basic office equipment