Dow Jones Customer Service Jobs

Customer Service

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If so, we want you on our team. People like talking to you. You’re a problem solver, self-starter, and keen negotiator. You understand that good customer relationships are vital for business. You make a great first impression. People like working with you because you’re reliable, energetic, and most of all, fun. If this is you, we’d love to meet you.

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Job Information

Dow Jones Retention Associate in NEW YORK, New York

Job Description:

Where am I based?

New York

About the Company

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

About the Role

Dow Jones provides news and business information to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. It has produced unrivaled quality content for more than 130 years and today has one of the world’s largest news gathering operations with over 1,000 journalists in more than 75 bureaus globally. Its leading publications and products include the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.

United by our missions, the Dow Jones Customer group will attract and retain customers by creating distinctive experiences and valued relationships for mutual profit. We work across the Wall Street Journal, Barron's, and MarketWatch brands to appeal to a broad, high-level client base and provide a dynamic retention experience to each one. The group’s focus is to provide an excellent experience and developing and nurturing valued, lasting relationships with our customers.

You will report to the Retention Manager.

You Will:

  • Improve global churn prevention and ARPU growth of customer base across Market Watch and Barron’s consumer products.

  • Grow a collaborative relationship with Customer Experience to identify areas around the life-cycle that promote execution, assessment and optimize the approach.

  • Grow a collaborative relationship with Marketing teams to understand how we can use other brand extensions to reduce churn in Marketwatch and Barron’s.

  • Identify areas of improvement through data to prevent churn.

  • Ensure that churn is a focus across the company by making sure it is well represented in all projects.

  • Work with the Optimization team to test and improve the customer experience in the renewal series and saves programs.

  • Work with finance in budgeting pricing asks.

  • Aim to understand our customers and put them at the heart of what we do.

  • Provide fresh ideas around improvements based on prevention/retention/saves trends.

  • Influence other parts of the business where their contribution directly impacts Net Growth

You Have:

  • Establish saves journeys for all user types.

  • Ensure we provide a first class customer experience in retention through our customer service environment and provide ideas to improve CSAT scores.

  • Analyze other subscription businesses and provide insights that will

  • Work with data scientists and strategy team for opportunities

  • Passion for Dow Jones products

  • Experience leading strategic customer churn prevention and marketing to improve results.

  • Innovation - develop churn prevention strategies that challenge perceived wisdoms.

  • A performance and data-driven marketing approach and ability to translate this into customer strategy and comms.

  • Delivery of technical or data led information to the biz in an engaging and informative manner.

  • The ability to work in a matrix structure, motivating the wider team.

Our Benefits

  • Comprehensive Healthcare Plans

  • Paid Time Off

  • Retirement Plans

  • Comprehensive Insurance Plans

  • Education Benefits

  • Family Care Benefits

  • Commuter Transit Program

  • Subscription Discounts

  • Employee Referral Program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets.

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com.

Dow Jones , Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.

Business Area: WSJ MEMBERSHIP GROUP

Job Category: Marketing Group

About Us

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.

Req ID: 22558

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