Member Experience Marketing Associate

New York, NY

Full Time

Marketing

Mid Level

We are looking for a Member Experience Marketing Associate to help us increase retention and keep our member experience great! Key attributes include a love of data analysis, strategic thinking, coordinating cross-functional tasks to flawless execution, and delivering an excellent member experience. A successful candidate will be able to combine strategic and analytical thinking with creative and operational execution.

About the Role

You will support our retention and member experience initiatives by:

Improving retention by analyzing past and current initiatives and strategizing new tests, with a particular focus on new members.
Managing BOTM’s email program to convert leads, engage existing members, reactivate canceled members, and drive gift purchases. 
Developing and maintaining detailed project plans for key member experience programs like Book of the Year and our annual reading challenge.
Compiling and sharing out member insights through surveys, social listening, customer service contacts, and other channels to create actionable learnings.
Assisting in the development of campaigns to reactivate canceled members across channels like email, site/app, direct mail, and more.
Working closely with cross-functional teams to optimize the member in-box experience.
Serving as a liaison between Marketing and Member Services to ensure the optimal member experience.

About You

3+ years of experience in customer marketing, CRM, loyalty marketing, or customer experience at a DTC brand.
Current or past experience as a member of BOTM is a strong plus.
Strong understanding of CRM.
Strong analytical and Excel skills.
Thrives working in a fast-paced, iterative environment, and ready to work hard.
Strong organizational and problem solving skills with keen attention to detail.
Ability to work on multiple projects, fast timelines and with different personalities.
A love of reading and contemporary fiction.

Base salary range between: $80,000 - $110,000

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When you think about what type of workplace environment you most enjoy, do you prefer consistency or dynamic change? Indicate your preference on a scale of 1 to 10 in which 1 is "consistency" and 10 is "dynamic change".*

As a company, we are committed to maintaining an in office culture to facilitate collaboration and innovation. We currently operate a hybrid schedule, with teams working in office 3-4 days per week and remotely on other days. Knowing this, please select your work preference below:*

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.

a. What is the weighted average rating from the survey?
b. Do you think BOTM should be happy with this overall rating? Why or why not?
c. What additional data would you pull to support your conclusion?*

Do you enjoy reading new release fiction? Please share the last 3 fiction books you enjoyed*

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