Join the hundreds of talented and innovative team members who are making an impact every day at California Times, incorporating Los Angeles Times and San Diego Union-Tribune, two of the most iconic media brands in the nation. Whether you love to tell compelling stories or want to drive our award-winning powerhouse in new directions, the Los Angeles Times team is the place to be.

Job Description Summary

Join the hundreds of talented and innovative team members who are making an impact every day at one of the most iconic media brands in the nation. Whether you love to tell compelling stories or want to drive our award-winning powerhouse in new directions, the California Times team is the place to be.

The Los Angeles Times and San Diego Union-Tribune are looking for a strategically minded, passionate, data-driven Manager, Retention Marketing, to join our Consumer Marketing team.

The Consumer Marketing team is comprised of Retention, Acquisition, Operations, Paid Media, Brand, Creative and Print Marketers who all partner together to drive new subscriber acquisition and retention goals, in measurable ways.

We’re looking for someone to help retain our rapidly increasing digital subscriber base and improve the volume of print mix subscribers who activate their digital accounts. Paramount to driving retention, this individual will focus on increasing subscriber engagement, using data science models, onsite and email data to inform content recommendations, while never losing sight of providing a quality experience to our customers.

To be successful in this role, you should have a drive to always improve upon existing journeys and tactics, coming up with ideas for new opportunities to engage and retain subscribers across all touchpoints – website, email, mobile app, etc.

This role will work closely with the Marketing, Product, Engineering, Customer Service and Data teams to identify opportunities for retention and revenue growth from existing subscribers with measurement, testing and constant iteration being used for continual improvement.

Job Description

Responsibilities

• Lead the concept, development and implementation of retention campaigns for digital subscribers.


• Define strategy and KPI for key retention communications including welcome series, re-engagement series, winback and payment failure communications


• Ideate, recommend and execute new subscriber engagement initiatives and tie those campaign’s key performance indicators into larger retention and company goals.


• Own the subscription lifecycle, identify reasons for churn and build both short- and long-term solutions to reduce churn and improve on existing efforts.


• Live and breathe data. Constantly be testing new ideas, obtaining measurable results that can be used to make business decisions, and partner with the data teams on strategies involving data models and machine learning solutions


• Collaborate on the strategy for on-site and off-site retention efforts for all consumer touchpoints.


• Work with the business to optimize our subscription revenue by identifying test and learn opportunities and joining discussions with the finance team to project impact and share actual results


• Produce reporting and dashboards to provide visibility into retention marketing performance for the rest of the organization and share out on a regular basis to foster team-wide understanding.


• Manage and ensure quality of customer service throughout campaigns.


• Partner with events personnel, e-commerce teams, editorial and others to design subscriber-only experiences and benefits among their products and services that contribute to and further value to the consumer.


• Advocate on behalf of subscribers across the company, ensuring all product interactions treat our subscribers in extra-special, clear, customer-oriented, benefits-driven ways.  Your review and input here include onsite and telephone customer service, marketing campaigns deployed on our sites and via email, and transactional emails that welcome and inform subscribers during their tenure.


• Define key performance indicators and measures to track the effectiveness of membership marketing initiatives

The Times requires that its employees who come to a physical worksite be fully vaccinated. If you require a medical or religious accommodation we will engage in the interactive process with you. Proof of vaccination will be required prior to entrance to a physical worksite. If we make you an offer and you are not yet vaccinated, we will accommodate a delay in start date.

Thank you for your interest in joining our team at the Los Angeles Times!  We look forward to reviewing your application.