Retention Specialist

The Washington Post is seeking a Retention Specialist to join its subscription marketing team. In this role, you will execute strategies to enhance subscriber retention. You will play an important role in enhancing customer experiences and maximizing retention by collaborating with the product and the Retention Manager to test and improve onsite flows and marketing journeys for subscription cancellation, reactivation and pricing strategies.  

You have a keen attention to detail and possess a versatile skill set that combines technical, creative, and analytical abilities. You will collaborate closely with product, analytics, and brand marketing partners to execute on the retention marketing strategy across all channels. 

This role reports to the Retention Manager. 

Motivation 

• Contribute to The Post's mission of becoming the world’s leading news organization. 

• Drive data-driven decision-making to support digital marketing strategies. 

• Participate in a collaborative, inclusive, and innovative team environment that encourages open communication, continuous learning, and mutual support. 

Responsibilities 

• Collaborate with product and Retention Manager to enhance customer experiences by testing and optimizing onsite flows to maximize retention. 

• Create proactive retention campaigns across onsite, app, email, and paid media channels, focusing on end-of-lifecycle communications. 

• Implement engagement strategies to reduce dormant subscribers. 

• Partner with the Data Science team to improve retention models and test pricing strategies. 

• Support A/B testing initiatives to refine segmentation tactics, design choices, and pricing strategies across the site, emails, apps, and paid campaigns. 

• Monitor campaign performance, analyze data, and create reports to demonstrate ROI and program effectiveness. 

• Use data insights to inform and enhance digital marketing strategies. 

Qualifications 

• 2+ years of experience in digital marketing, customer communications, or customer engagement, preferably with subscription-based business models. 

• Strong project management and interpersonal skills with the ability to balance rigorous attention to detail with swift execution. 

• Demonstrated technical aptitude with expertise in multiple marketing tools.