Book of the Month

Manager, Member Retention

Member Experience and Retention - New York, NY - Full Time

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

Apply: Manager, Member Retention
* Required fields
First name*
Last name*
Email address*
Location
Phone number*
Resume*

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume

Paste your resume here or attach resume file

Cover Letter*
LinkedInLinkedIn profile URL:*
Do you currently live in or adjacent to New York City?*
Are you seeking an in-office company where you work 4 days per week in the office?*
How did you hear about this job?*
What is your familiarity with Book of the Month?*
When you think about your aspirations for your next position, what does that look like in terms of work/life balance and career growth? Indicate your aspirations on a scale of 1 to 10 in which 1 is "work/life balance is super important" and 10 is "career growth is super important".*
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".*
What kind of books do you like to read and how often are you reading?*
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 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?*
Carefully read our careers page. Which parts of our culture do you think are most aligned with how you like to work, and which are least aligned with how you like to work?*
Will you now or in the future require sponsorship to work in the US? (This includes work authorization that expires in the next 2-3 years.)*
Human Check*