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
The Mcclatchy Company