Manager, Member Experience & Retention

New York, NY

Full Time

Marketing

Mid Level

We are looking for an ambitious Manager of Member Experience & Retention to help us improve retention and keep our member experience great. This is an opportunity to manage, design and implement programs and features that improve our members' experience to keep them engaged with our brand. A successful candidate will be able to think at a strategic & conceptual level, execute operationally, and contribute with a deep level of analytical iteration.

About the Role

You will support our retention and member experience initiatives by:

Reducing churn by analyzing past and current initiatives and strategizing new tests, with a particular focus on newer members.
Developing and maintaining detailed project plans for key member experience programs like Book of the Year and our annual Reading Challenge.
Embracing an analytical mindset to create reports for lifetime value, churn, and other important metrics to help make key business decisions.
Coordinating campaigns to re-activate canceled members across channels like email, site, app, and more.
Compiling and sharing out member insights through surveys, social listening, customer service contacts, and other channels to create actionable learnings and next steps.
Working closely with cross-functional teams to optimize the member experience across channels like the monthly box and the site/app.
Managing the email calendar for existing and cancelled members to engage the right audience at the right time.
Running gifting campaigns during key periods like Mother’s Day and the holidays to drive gift purchases and grow the membership base.

About You

4+ years of experience in customer marketing, CRM, loyalty marketing, or customer experience at a DTC brand, ideally a subscription service.
Deep understanding of the customer lifecycle and platforms that manage it.
Strong analytical skills.
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.
Current or past experience as a member of BOTM is a strong plus.
A love of reading and contemporary fiction.

Base salary range between: $100,000 to $150,000

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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".*

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What are the top 3 things you want to get out of your career in the next 2-3 years?*

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?*

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