Member Engagement, Sr. Manager for Escape

Posted 4 days ago
Main Location
Newark, NJ, United States
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powertofly approved What Audible Has to Offer:

We believe the spoken word has the power to change people’s lives. Audible has reinvented a media category, becoming a powerhouse of creative and original content. We create sensational entertainment experiences that absorb the listener and enhance the character and quality of daily life. Because nothing can inspire, provoke and challenge like a gripping story – and this could be the beginning of your Audible story.

Audible, Inc. is the world’s largest seller and producer of spoken audio entertainment, information and educational programming. Since inventing and commercializing the first portable digital audio player in 1997, our focus on technological innovation and superior programming has earned us millions of subscribers around the world. We’re an Amazon subsidiary with a presence on four different continents, yet we maintain a startup vibe and small company feel. We offer more than 475,000 downloadable audiobooks, audio editions of periodicals, and other programs, and an escalating array of listening products that enrich daily life for a growing population of people who want to be more productive, well-informed, and thoughtfully entertained.

Audible Escape is a new, female-focused US subscription service that offers unlimited access to a wide variety of love, romance and feel-good stories. The Sr. Manager, Member Engagement reports to the Head of Marketing, Audible Escape and owns member engagement and habituation for the service, managing the member lifecycle from paid membership through to end-of-life status. Ensures Audible Escape members are properly nurtured and engaged with the service, with a particular focus on the first 90 days of membership. Leverages best practice engagement programs and save strategies informed by deep behavioral insights and analysis in partnership with Data Science and Business Intelligence teams. Works with Product to innovate meaningful benefits and programs that will drive retention and LTV, based on a deep understanding of our customers and the member experience.

KEY RESPONSIBILITIES
· Delivers omni-channel, retention-driving initiatives and campaigns across email, push notifications, site, app, social, and other channels and devices to ensure a delightful customer experience, with a particular focus on onboarding, FTUE, and the first 90 days
· Partners with the Acquisition team to ensure a smooth transition into membership and tracks the downstream impact on retention of all Acquisition strategies and promotions
· Develops and evaluates retention programs and strategies in partnership with data science and BI teams, based on customer segmentation and models
· Leads efforts to create, maintain and improve analysis and reporting related to member engagement, retention, and churn across all member types and stages of the customer lifecycle
· Works with Product and Product Marketing to share and apply audience insights into the creation/deployment of benefits, content, and product offerings that are relevant to Escape members and that will drive brand loyalty and engagement
· Works closely with creative (copywriting and design) and editorial resources to deliver member communications. Manages the CRM email calendar in partnership with the Director, Merchandising & Editorial
· Partners with Customer Service to incorporate the voice of the customer into engagement programs, reducing churn
· Partners with Premium Retention/Engagement team to share best practices and collaborate on initiatives where applicable

Basic Qualifications

· 7+ years of work experience in digital marketing
· Deep experience developing and executing loyalty and retention marketing strategies to achieve customer growth and accomplish strategic objectives, ideally in a subscription-based business
· Proven ability in synthesizing and interpreting data and customer insights into successful marketing strategies
· Strong leadership skills, coupled with excellent interpersonal and relationship management skills
· Strong strategy and analytics skills, with an advanced understanding of success metrics
· Excellent verbal and written communication and presentation skills, plus ability to clearly articulate and express complex and sometimes technical ideas to a wide variety of people and groups at any level
· Enthusiastic, passionate, and creative; thrives on thinking outside of the box to create new best-in-class member experiences


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Member Engagement, Sr. Manager for Escape
Audible