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Marketing Manager, Cx

3 months ago

North Sydney Council, Australia Nine Full time

Company Description
Independent journalism has never been more important.

The Sydney Morning Herald, The Age and the Financial Review are Australia's most awarded newsrooms, telling the biggest stories with bravery and balance.

Every month, 12.8 million Australians trust us to deliver breaking news, investigative journalism and unmissable analysis on the issues that matter.


Working in our Audience Growth Team and on our key publishing brands, Sydney Morning Herald, The Age, and Financial Review, The CX & Retention Manager is responsible for optimising and delivering our retention strategy, and improving the customer experience, with the ultimate goal of reducing customer churn.


We are looking for someone who is first and foremost a champion for the customer, who wants to find and solve problems that cause cancellations, or poor experience - and to work with a varied group of stakeholders across all of our key publishing brands.

You are comfortable with data, and able to spot trends and build solutions to address them.

Day to day you will:

  • Optimise and update key customer journeys relating to payments, renewals, and other latelifecycle activities
  • Create oneoff and triggered campaigns to support business objectives for renewals, upgrades, and retention
  • Manage customer communications about key changes, and ensure all stakeholders are well informed and equipped with the right information
  • Identify and address any pain points, and work with our product and technology teams to ensure bestinclass customer experience
  • Manage our help centre to make sure that uptodate and accurate information is available to our subscribers when they need it
  • Work with stakeholders in our audience, product, technology and customer service teams on product releases and updates to our subscriptions and technology
  • You are the key contact for our customer service team, you understand their systems and processes intimately, and you know what our subscribers are saying when they contact us
  • You also manage external stakeholders who are responsible for the delivery of our subscriber communications

Qualifications

What we would like to see:

  • You are a confident marketer with some experience in a similar role who cares deeply about how customers experience our products
  • You are confident with data and technology, with experience in Salesforce Marketing Cloud, or equivalent
  • You can build relationships, and will be a great fit with the Retention & Engagement team part of our Audience Growth function
  • You care about quality, independent journalism and want to work on Australia's most trusted news brands

Additional Information Our Commitment to Diversity and Inclusion**:

Disclaimer:
We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.