Subscriber Engagement & Retention Director at McClatchy in Sacramento, California

Job Description:

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.        

The anticipated base pay range for this position is between 90k and 110k annually. Individual base pay may vary within that range depending on job-related knowledge, skills, experience, relevant education, department equity, training, geography, and local wage and hours laws.
  

      RESPONSIBILITIES:         

• 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.

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.

About McClatchy:                                       Our impact is growing every day. 30 growing markets. Over 65 million monthly readers. Pulitzer Prize-winning. A strong portfolio of dynamic partnerships and smart investments. Our award-winning journalism, digital reach, and commitment to innovative growth have never been stronger.                              As a member of the McClatchy family, you are part of a flexible, empowering, and exciting culture dedicated to creating a work/life balance and consistent opportunities for growth—a place where you have a voice and the ability to impact our future. It’s an exciting time to be here. Our company is experiencing the most transformative period in its history. We’re growing rapidly in the digital space and delivering award-winning journalism in innovative ways.                                      McClatchy strives to be an employer of choice, and our benefits package is made with this goal in mind. With a focus on well-being and daily life, our package options include healthcare coverage for employees and their families, financial protection from expected and unexpected expenses, multiple no-cost wellness resources and even coverage for four-legged friends.              Our overall benefits package also includes a 401(k) with employer match, competitive paid time off and corporate holidays, and a variety of mental health benefits. For more information on McClatchy's benefit plan, please visit McClatchyLivewell.com.                              
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