Manager, Retention Analytics

bookofthemonth; New York (NY); On-site; USD 100,000 - 140,000; Full time

Job summary

Book of the Month is seeking an ambitious Manager, Retention Analytics to reduce churn and deepen member engagement. You will design and implement programs across channels, balance hands-on analysis with strategic thinking, and ensure accuracy in every test and measurement.

You will analyze lifetime value, churn, and metrics, coordinate re-activation campaigns via email, site, and app, and partner with cross-functional teams to enhance the monthly box experience.

Qualifications

• 5+ years of experience in retention marketing, CRM, or loyalty marketing at a DTC brand.
• Strong analytical skills with experience in retention or lifetime value.
• Deep understanding of the customer lifecycle and the platforms that manage it.
• Experience mentoring junior employees.
• A love of reading and contemporary fiction; BOTM experience is a strong plus.

Responsibilities

• Reduce churn by analyzing past and current initiatives and strategizing new tests, with a focus on newer members.
• Develop and maintain detailed project plans for churn reduction initiatives.
• Create reports for lifetime value, churn, and other key metrics to inform decisions.
• Coordinate campaigns to re-activate canceled members across email, site, app, and more.
• Compile member insights from surveys, social listening, customer service contacts, and other channels to drive learnings.
• Work with cross-functional teams to optimize the member experience across channels like the monthly box and the site/app.
• Manage the email calendar for existing and cancelled members.

Skills

Retention marketing

CRM

Loyalty marketing

Analytical skills

Mentoring

BOTM familiarity

Job description

Book of the Month is looking for an ambitious Manager, Retention Analytics to help us reduce churn. This is an opportunity to manage, design and implement programs and features that improve our members' experience to keep them engaged and retained with our brand. A successful candidate will have the ability and desire to get their hands dirty with a deep level of analytical iteration, while being able to think at a strategic level and execute operationally with a high degree of accuracy.

What you will do…

You will support our retention initiatives by:

• Reduce churn by analyzing past and current initiatives and strategizing new tests, with a particular focus on newer members.
• Develop and maintain detailed project plans for churn reduction initiatives.
• Embrace an analytical mindset to create reports for lifetime value, churn, and other important metrics to help make key business decisions.
• Coordinate campaigns to re-activate canceled members across channels like email, site, app, and more.
• Compile and share out member insights through surveys, social listening, customer service contacts, and other channels to create actionable learnings and next steps.
• Work closely with cross-functional teams to optimize the member experience across channels like the monthly box and the site/app.
• Manage the email calendar for existing and cancelled members to engage the right audience at the right time.

About you…

• 5+ years of experience in retention marketing, CRM, or loyalty marketing at a DTC brand, ideally a subscription service.
• Strong analytical skills, with experience in retention or lifetime value.
• Deep understanding of the customer lifecycle and platforms that manage it.
• 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.
• Experience managing and mentoring junior employees.
• A love of reading and contemporary fiction. Current or past experience as a member of BOTM is a strong plus.

Salary Range: $100,000 - $140,000