Manager, Retention Marketing

Join The Chronicle Team!

Born from a tradition of nonprofit journalism and deeply engaged in innovative digital ventures, The Chronicle is powered by an essential mission: to inform, empower, and connect the people and institutions that work to improve society. Today, The Chronicle serves the higher-education community through its industry-leading news and information resources: The Chronicle of Higher Education.

The Chronicle is seeking a Manager, Retention Marketing to join its Content Revenue Team.

This is a hybrid role requiring 1-2 days in our DC office.

The Manager, Retention Marketing, is responsible for strengthening The Chronicle's individual subscription business by developing and executing strategies to improve subscriber retention and engagement. Primary responsibilities include developing multi-channel marketing campaigns to foster loyalty among subscribers, as well as managing the entire subscriber renewal lifecycle, including assessing the performance of renewal efforts, testing, measuring impact, and optimizing campaigns to reduce churn. This position reports to the Director of Marketing in the Content Revenue department.

What's in it for you?

• Medical/Dental/Vision Plans
• 24 PTO Days + Company Holidays
• Paternal/Family/Adoption Leave
• 401K with Company Contribution & Profit Sharing
• Tuition Assistance
• And more!

What you'll do:

• Grow individual subscription circulation revenue through the management of campaigns to encourage upgrades, strengthen retention, and reduce churn.
• Manage the execution of all subscriber-retention programs including the optimization of renewal notices, automatic renewals, and online and telemarketing retention programs.
• Oversee individual subscription renewals to include analysis of monthly mailed and emailed notices, weekly tracking of all renewals by expire cohort, follow-up on open renewals one month prior to subscription expiration, and reactivation of lapsed subscribers.
• Execute a testing and learning strategy, to include evaluating retention campaigns on a monthly basis to optimize the effectiveness of ongoing efforts. Testing parameters may include, but are not limited to, subject lines, copy, cadence, segmentation, and timing.
• Collaborate with data and analytics team to identify and leverage key moments in the subscriber lifecycle that signal a tendency to churn. Develop intervention campaigns designed to retain subscribers at risk of lapsing, and reactivation campaigns designed to win back expired subscribers.
• Manage subscription repricing strategies and corresponding modeling of outcomes.
• Test and improve on-site workflows and campaigns designed to drive subscription upgrades, upselling customers to subscription plans with even higher lifetime values.
• Develop and deliver regular communications to current subscribers, including the promotion of subscription features and Chronicle content designed to foster habitual consumption.
• Develop robust understanding of distinct customer segments along the subscriber journey, developing strategies to serve their unique needs.
• Work closely with customer-service team to identify reader issues, promptly following through to resolve technical and/or fulfillment problems.
• Work in collaboration with content revenue and marketing teams to conduct reader-satisfaction research, to surface potential product improvements.
• Provide regular reporting on customer feedback and engagement.

Qualifications:

• Bachelor's degree in business, marketing, or communications and five or more years of relevant experience building circulation for a media organization.
• Proven success building dynamic customer-retention programs.
• Proven success managing multi-channel subscriber retention and engagement campaigns.
• Experience applying data-driven decisions through A/B testing and campaign analysis.

The Chronicle is proud to be an equal opportunity employer, and we are committed to creating a diverse work environment. We encourage members of underrepresented communities to apply.