Are you a people person?
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.
Job Description:
Who we are and what we do?
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.
Our consumer-facing brands have over 4m subscribers globally between them. The Marketing Subscription team is responsible for growing and retaining our D2C (direct-to-consumer) subscriber base globally, across WSJ, Barron’s, and MarketWatch. Our team manages the end-to-end subscription levers across brand, acquisition, engagement, and retention. The team is also supported by data science, analytics, and product teams. We also work closely with customer service, product, technology, finance, legal, and operations.
Role Overview
The Vice President, Engagement & Retention is responsible for developing and executing Dow Jones (The Wall Street Journal, Barron’s and MarketWatch) full lifecycle management function, including onboarding, engagement, churn prevention, retention and winbacks.
The role sets our CRM vision and strategy, driving profitable customer growth in all channels by building customer loyalty, increasing share of wallet, and reducing churn.
The VP, Engagement & Retention will oversee the data- and insight-driven customer marketing efforts such as segmenting, targeting tactics, personalization, loyalty programs and will facilitate cross-functional efforts, with a core focus on growth, engagement and retention.
This is a highly collaborative role and the VP will partner with groups across Dow Jones.
Accountabilities and Responsibilities
Build and develop a CRM (engagement & retention) vision and strategy that increases reach and drives profitable retention and customer growth.
Partner closely with the Product, Customer Service, Performance Marketing, and Data & Insights teams to drive consumer segmentation strategies to support customer lifecycle activities and communications campaigns.
Formulate and execute a best-in-class retention- and communication strategy to improve customer experience in all channels.
Implement segmentation, targeting, lifetime value, personalization and relevancy tactics to improve engagement and conversion and maximize retention ROI.
Drive key initiatives across email, push notification, on-site, digital advertising and display through custom audiences, journeys and customer lifecycle stages.
Optimize and report on retention investment and relevant KPI's weekly, monthly, quarterly, annually, supporting both short- and long-term revenue and customer growth-, conversion- and retention goals and use insights to communicate potential product improvements.
Partner with the Data & Insights team to develop reporting and dashboards and to ensure access to best-in-class CRM technology, tools and global best practices.
Manage retention forecast and expenses by adjusting spend based on business conditions and opportunities.
Lead and mentor a team of highly motivated CRM experts across The Wall Street Journal, Barron’s and MarketWatch.
Requirements
15 years+ of work experience with CRM, lifecycle marketing, digital marketing and multi-channel programs with an excellent understanding of email, push notification, SMS and social media.
5+ years managing and leading a highly efficient and effective team.
Ability to document processes and project plans clearly and effectively.
Experience working directly with data management platforms or data warehouse products.
Must be results driven with an excellent attention to detail
Must be comfortable managing projects and timelines
Ability to manage both internal and external vendors and suppliers.
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, email us at talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line.
Business Area: CMO - SUBSCRIPTIONS
Job Category: Sales Group
Union Status:
Non-Union role
Pay Range: $140,000 - $450,000
We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the interview process.
Pay-for-performance is a key element in our strategy to attract, engage, and motivate talented people to do their best work. Similarly to salary, for bonus eligible roles, targets are set based on a variety of factors including competitive market practice.
For benefits eligible roles, in addition to cash compensation, the company provides a comprehensive and highly competitive benefits package, with a variety of physical health, retirement and savings, caregiving, emotional wellbeing, transportation, and other benefits, including "elective" benefits employees may select to best fit the needs and personal situations of our diverse workforce..
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: 36641
