Customer Engagement Manager

The Mcclatchy Company Sacramento , CA 94204

Posted 7 months ago

McClatchy, a national leader in digital media, is growing rapidly in the digital space and delivering award-winning journalism in innovative ways. We are experiencing the most transformative period in our history.

Come Join McClatchy a place where you have a voice and the ability to impact our future!

Learn a little about us: This is McClatchy

McClatchy is looking for a talented individual to join our Digital Audience Development Team as our Customer Engagement Manager. If you love a challenge, and truly want to make a difference in the communities across the country, read on!

As our Customer Engagement Manager you will:

  • Focus on managing all aspects of customer engagement to acquire and retain subscribers and increase overall engagement with our products and content.

  • Consistently monitor and refine our customer journey flow to enhance our customer experience.

  • Be responsible for engagement across 30 markets and will work with a team of 20 Audience Development professionals across different time zones.

  • Be an individual contributor on our Engagement Team this position does not manage a team.

Location: The primary location for this position is either Sacramento CA or Raleigh NC. However, we may consider this position for Kansas City MO, Bellingham WA or Fort Worth TX.


  • Utilize all available customer churn data to initiate programs aimed at reducing customer stop percentage

  • Develop strategic engagement campaigns for acquisition, retention, rewards, and education based on how and when we want people to interact with our products and content.

  • Troubleshoot website and app issues

  • Monitors the vendor relationships responsible for overall retention performance, productivity and efficiency

  • Responsible for data extracts and list management which are provided to vendors for various outbound campaigns

  • Work with Email Operations Manager to execute retention email campaigns

  • Develop & continually optimizing onboarding campaigns based on start types.

  • Develop & continually optimize campaigns to increase customer engagement.

  • Work within the Adobe Marketing Stack (AAM / Campaign / Analytics / Experience) to determine ways to create multimedia campaigns that increase engagement and increase retention.

  • Create and continually optimize campaigns to increase activation percentage among print combo subscribers.

  • Work with newsrooms to develop partnerships around engagement initiatives

  • Develop and maintain reports and analysis to measure sales, retention & marketing performance and market response.

  • Performs all budgeting functions for the department and operates within the department financial budgets.

  • Ensure consistency across all customer communication



  • Bachelor's degree OR equivalent combination of education and experience.

  • 1 - 2 years' experience creating marketing campaigns

  • Familiar with digital space and understanding customer behavior

  • Understanding of the Customer Journey and how to target and segment customers based on level of engagement

  • Familiar with engagement strategies, customer retention tactics, subscriber acquisition strategies and Customer acquisition


  • Experience with managing outside vendor relationships

  • Experience with Adobe Marketing Stack (AAM / Campaign / Analytics / Experience)

  • Proficient in SEM, SEO, Email, Social, Feed Optimization and Affiliate Marketing


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Customer Engagement Manager

The Mcclatchy Company