Subscriber Retention & Engagement Director

at  McClatchy

The Director of Subscriber Retention and Engagement is responsible for orchestrating comprehensive retention, engagement, and conversion programs aimed at expanding the total subscriber bases (TSAs) and revenue across all McClatchy markets. This role entails strategic collaboration with various departments to synchronize engagement initiatives and leverage them optimally within subscriber retention campaigns. Oversight of outbound retention programs and subscriber communication lies at the core of this role, ensuring alignment with McClatchy’s retention objectives.
Functioning within specified benchmarks related to retention, revenue, and expenses across diverse markets, the Director plays a pivotal role in attaining the company’s overarching operational cash flow goals. Proactively pinpointing performance discrepancies and devising alternative strategies are integral aspects of this position, essential for meeting set targets.
In addition to managing specified targets, the Director spearheads the development of proactive campaigns aimed at churn reduction and average rates (ARPU) improvements across all markets. By leveraging data-driven insights and innovative strategies, the Director cultivates initiatives designed to preemptively address customer attrition and elevate subscription metrics.

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 multi-disciplinary team environment while managing competing priorities.
• Passion for customer success and a keen interest in news and media preferred.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree (B.A.) from four-year college or university
• 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 solid understanding of complexities of subscription retention, sales, customer service and marketing.
• Solid proficiency with MS Office applications and Google applications.

• Collaborate cross-functionally with Subscriber Acquisition, Customer Care, Product, Marketing, and News divisions to align retention and engagement efforts with McClatchy’s overarching goals.
• Integrate engagement metrics into retention programs, continuously refining strategies based on engagement data insights.
• Develop and implement a strategic subscriber touchpoint timeline, optimizing each touchpoint for maximum effectiveness.
• Establish benchmarks, targets, and comprehensive reports to track activities and outcomes.
• Analyze and optimize the performance of outbound sales, 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 within the Subscriber Retention team.
• Stay abreast of industry best practices, leveraging insights to enhance program productivity across markets.
• Ensure compliance with regulatory frameworks, including TCPA, TOS, CCPA, PCI, and Alliance for Audited Media regulations.
• Foster accountability within the team, ensuring individuals meet assigned targets across McClatchy markets.