Director of Churn Mitigation
Req #27213
To connect with us, visit www.gannett.com
The key job responsibility of Director of Churn Mitigation is to drive engagement and retention metrics and reduce churn across all Gannett properties for digital and print subscribers. The Director must be able to balance managing resources and directly executing projects and campaigns as needed. The Director is expected to be innovative, someone who will frequently bring new test ideas to the forefront. Must be able to take these new ideas from inception through completion to improve new customer engagement and retention metrics.
Base Salary Range: $100,000 - $110,000, plus bonuses
Responsibilities:
·Use data-driven insights to improve churn at all Gannett markets.
·Partner with business churn team to reduce credit card declines including testing for all credit card decline touchpoints.
·Present performance data and insights to full Consumer Revenue team.
·Work closely with data analysis to review stop activity by channel, by audience, usage and rate. Make recommendations to improve retention performance based on analysis.
·Focus on best tactics to save customers during grace period. Test all touchpoints from copy to frequency to timing.
·Work closely with data analysis to review stop activity by channel, by audience, usage and rate. Make recommendations to improve retention performance based on analysis.
·Responsible for all campaign elements including creative direction, design and copy.
·Work with Analytics team to ensure all campaign level reporting is accurate and meaningful.
·Partner with key stakeholders to implement testing agenda.
·Communicate regularly with customer teams to gain insight about complaints and cancellation reasons to better understand customer pain points and perspectives.
Requirements:
·Bachelor’s degree and/or relevant experience
·Minimum five (5) years of B2C retention, CRM and/or direct marketing experience
·Experience using data and analytics to manage successful customer retention and engagement
·Deep understanding of digital audiences, customer segmentation and how to market those customers.
·Solid understanding and experience with third party vendors and partners.
·Strong project and time management skills
·Advanced knowledge of MS Office suite including Excel and PowerPoint.
·Knowledge of and/or experience with Google Analytics and/or Tableau is an asset.
#LI-REMOTE
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The annualized base salary for this role will range between $79,200 and $186,300. Variable compensation is not reflected in these figures and based on the role, may be applicable. Exact compensation may vary based on skills, experience, location, and union representation, if applicable.
Other details
- Job Family Marketing Operations
- Job Function Marketing
- Pay Type Salary
- Min Hiring Rate $100,000.00
- Max Hiring Rate $110,000.00