Engagement & Loyalty Manager

Location: Remote USA
Job Type: Marketing

Our client, The Philadelphia Inquirer, was founded in 1829 and is the third-oldest continually operating daily newspaper in the United States. It was purchased in 2014 by the non-profit Lenfest Institute, which was founded by philanthropist Gerry Lenfest to protect and promote the integrity of journalism – specifically local journalism.

The Philadelphia Inquirer publishes a news website (Inquirer.com) and two daily newspapers (The Philadelphia Inquirer and Daily News) and has come a long way in terms of modernizing its operations and delivering content across digital channels. The focus now is to modernize their Marketing department to enable them to build audiences more effectively for their content and monetize those audiences.

One of the key positions of focus is an Engagement and Loyalty Manager that will drive marketing initiatives that increase customer engagement and retention for both digital and print readers. This person will own all aspects of this channel including strategy, development and execution of all retention and customer engagement initiatives.

Responsibilities include:
Develop and optimize email marketing campaigns to support digital and print subscriber retention.

Help create a best in class subscriber journey utilizing email, onsite and customer call center strategy to hit goals.

Build the subscriber journey from onboarding to win-back messaging, unifying The Inquirer’s touchpoints and messaging.

Research retention best practices and optimize our user journey with a focus on key KPIs.

Create, organize, and evolve retention strategies to keep subscribers.

Leverage data to understand the product conversion and engagement funnel; use data to design marketing campaigns to influence funnel metrics.

Specific experience in retention marketing as well as email marketing experience, ideally in publishing/media

Familiarity with customer data platforms and Salesforce Marketing Cloud

Be an intensely creative and strategic thinker who can draw on years of marketing experience, and who is focused on mitigating churn and optimizing current customer engagement

Be comfortable finding, interpreting, and applying reliable data to answer questions, identify gaps and opportunities, and ultimately achieve business goals

A proactive self-starter with an enthusiastic approach to creating an engagement program for subscribers based on data and analysis

Strong analytical, organizational, written and verbal communication skills

A collaborator & charismatic leader, able to inspire cross-functional teams and oversee projects from inception to final result

Comfortable working in a fast-paced environment and juggling multiple projects at one time