Customer Retention Manager

1 week ago

Toronto, Ontario, Canada The Globe and Mail Full time

COMPANY OVERVIEW:

The Globe and Mail is a national icon and Canada's most recognized media brand.

We're also an international award winner for data visualization, design, and creative storytelling. A digital innovator with a global client list for our in-house AI-powered optimization, prediction and automation platform. And a place where Canadians come for the best journalism in the country.

We aim to reflect Canada in the stories we tell and in our workforce.

The Globe is a proud partner of Pride At Work, Canadian Centre for Diversity and Inclusion, and a signatory of the BlackNorth Initiative.

We understand our staff have lives outside of the office and offer flexible work arrangements and support programs.

We also provide training and mentorships to staff to ensure you're able to grow and challenge yourself and your abilities.


No matter what your role at The Globe, you'll be part of an organization dedicated to making a difference to Canada.


POSITION OVERVIEW:

KEY RESPONSIBILITIES:

  • Champion our subscriber communication strategy and provide recommendations that combine innovation and best practice to increase newsletter signups, adoption of online tools, usage of online features, and overall website and app visits.
  • Create a robust A/B and multivariate testing roadmap using a test & learn methodology to make datainformed decisions and identify scalable programs.
  • Track and analyze KPI trends, specifically related to churn, feature adoption and engagement, and return visits.
  • Provide regular reports on the overall performance of KPIs and collaborate with data analytics to provide comprehensive reporting.
  • Lead analysis on the subscriber lifecycle to understand customer behaviour, identify actionable insights for high engaged to dormant cohorts, enhance segmentation and influence communication design by channel and platform.
  • Partner with creative and product teams to design optimal messaging and visuals by segment, channel and platform to create an optimal customer experience.
  • Drive expertise in customer engagement and adoption metrics through datadriven insights.
  • Provide insights to senior management, including relevant marketing trends, best practices, industry/competitive activity to plan new initiatives and accurately budget activities.

QUALIFICATIONS:

  • University degree preferred (Business, Marketing).
  • Five (5) years of directtoconsumer lifecycle management, experience with subscription and retention an asset.
  • A deep understanding of customer segmentation and effective retention strategies
  • Experience performing A/B split & multivariate testing, including setup and using testing/CRM tools
  • Familiar with testing and statistical concepts (e.g. statistical significance, regression analysis, etc.)
  • Familiar with HTML & scripting languages, handson experience an asset
  • Knowledge and comfort with analytics tools (Tableau and/or Metabase preferred)
  • Advanced knowledge of MS office suite including Excel and PowerPoint
  • Strong project and time management

WHY CHOOSE THE GLOBE:


The Globe's mission is to deliver essential content - news, information, analysis and insights - for aspiring individuals and strong communities.

The Globe is committed to providing a respectful and inclusive workplace that upholds our values of integrity, collaboration, innovation and accountability.


As Canada's most respected media brand The Globe is dedicated to making a difference to Canada and you can make a difference by working with us.


WE OFFER:

  • Competitive compensation to ensure we hire, retain and reward team members
  • Hybrid work environment that promotes worklife balance
  • Generous vacation and flexible work arrangements
  • Parental leave topup
  • Competitive health and dental benefits
  • Defined benefit pension plan
  • Home office reimbursement program
  • Annual wellness subsidy
  • Onsite chiropractor and registered massage therapist
  • Employee and family assistance program
  • Education assistance for external training courses

SUPPORTING YOUR GROWTH:

  • We are committed to creating equitable opportunities for all employees, to enable everyone to reach their full potential. This commitment is embedded in our strategic plan and core values.
  • There are lateral and upward advancement opportunities for rewarding and developing careers.
  • We believe in mentorship and collaborative peertopeer learning and have both formal and informal programs in place to encourage knowledgesharing.
  • We support continuing education and provide both internal and external opportunities for training and development.

VACCINATION POLICY:

THE GLOBE AND MAIL IS DEDICATED TO DIVERSITY AND INCLUSION IN THE WORKPLACE

The Globe and Mail offers accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview, please advise us if you require an accommodation.

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