Manager, Member Retention

New York, NY

Full Time

Member Experience and Retention

Mid Level

Book of the Month is looking for an ambitious Manager of Retention to help us reduce churn. This is an opportunity to manage, design and implement programs and features that improve our members' experience to keep them engaged and retained with our brand. A successful candidate will have the ability and desire to get their hands dirty with a deep level of analytical iteration, while being able to think at a strategic level and execute operationally with a high degree of accuracy.

What you will do…

You will support our retention initiatives by:

Reduce churn by analyzing past and current initiatives and strategizing new tests, with a particular focus on newer members.
Develop and maintain detailed project plans for churn reduction initiatives.
Embrace an analytical mindset to create reports for lifetime value, churn, and other important metrics to help make key business decisions.
Coordinate campaigns to re-activate canceled members across channels like email, site, app, and more.
Compile and share out member insights through surveys, social listening, customer service contacts, and other channels to create actionable learnings and next steps.
Work closely with cross-functional teams to optimize the member experience across channels like the monthly box and the site/app.
Manage the email calendar for existing and cancelled members to engage the right audience at the right time.

About you…

5+ years of experience in retention marketing, CRM, or loyalty marketing at a DTC brand, ideally a subscription service.
Strong analytical skills, with experience in retention or lifetime value.
Deep understanding of the customer lifecycle and platforms that manage it.
Thrives working in a fast-paced, iterative environment, and ready to work hard.
Creative and interested in coming up with new ideas.
Strong organizational and problem solving skills with keen attention to detail.
Experience managing and mentoring junior employees.
A love of reading and contemporary fiction. Current or past experience as a member of BOTM is a strong plus.

Salary Range: $100,000 - $140,000

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Let’s say BOTM sends an email survey to 3,500 customers and asks them to rate their customer satisfaction on a scale of 1 to 11. Of the customers who receive the email, 71% have been customers for less than 1 year and 29% have been customers for more than one year. Of the <1 year customers, 15% answer the survey; of the >1 year customers, 25% answer the survey. The <1 year customers post an average rating of 5.0 and the >1 year customers post an average rating of 8.5.

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