Director of Digital Subscriptions

Description:

M. Roberts Media is seeking a Director of Digital Subscriptions to lead our digital subscription efforts across our Texas markets. The Director of Digital Subscriptions will be the driver of digital audience development as well as ensuring a positive experience for digital subscribers. Qualified candidates will have a deep understanding of using data for customer acquisition and retention.  This position may work remotely.

In this role you will work directly for the President and with senior editors to develop and implement growth strategies.  You will leverage technology systems, data and insights to drive customer engagement and retention. You will gain understanding of what story the data is telling us and then brings forward ideas on how to improve process efficiency, product utilization and customer retention. This role is essential to M. Roberts Media’s mission of delivering quality local journalism to the markets we serve.

• Using insights from customer data and reader surveys, develop and execute plans that drive digital subscriber growth and improves subscriber engagement, loyalty and retention 
• Regularly review customer trend and behavioral data and share insights with digital audience development teams 
• In conjunction with the newsrooms, synthesize common trends into actionable plans for improving the customer experience
• Closely measure and regularly report the effectiveness of all digital acquisition and retention initiatives 
• Understand, maintain, and manage the paywall software administration to maximize subscribers and be able to test and deploy multiple user paths and messages 
• Develop database queries and accurate lists of user segments and message distribution
• Work with the newsrooms to develop measurable experiments for improving customer retention 
• In collaboration with the Director Circulation and customer support team, identify opportunities for efficiency within our customer transaction and communication processes and driving forward solutions 
• Provide support to the customer support team, including assistance with CRM system configuration, running reports, generating files for customer mailings and helping with other related processes
• Assist in designing and implementing market-specific retention programs digital subscriptions. 
• Keep a pulse on customer support trends to understand why customers cancel subscriptions and work with cross-functional teams to continuously improve our subscription products based on customer insights
• Stay up to date on industry best practices for subscriber retention

  We Offer:

• An excellent benefits package including health, dental, and vision plans
• Long and short-term disability and life insurance at no cost
• 401(k) retirement plan
• A generous Paid Time Off plan

Requirements

• Past experience implementing customer retention strategies 
• Demonstrated success in analytical thinking and telling stories with data 
• Ability to manage complex data sets
• Prior experience being a subject matter expert for a Customer Data Platform (CDP)
• Experience with Google Analytics, Tableau and/or other metrics and data visualization platforms preferred
• Strong problem-solving capabilities
• Self-motivated, excellent organizational skills 
• Must have a test and learn mindset, skilled at interpreting data to inform and articulate a broader strategy 
• Must be entrepreneurial and innovative, eager to discover new tools, tactics, and information that will drive performance 
• Must be collaborative; a relationship builder, able to work with a variety of teams, and subject matter experts 
• Must be an excellent communicator, confident in your knowledge with the ability to explain results, trends, and strategies in a variety of formats, from writing the building presentations to presenting in meetings both internal and external