Retention Marketing Manager, Digital Subscriptions

The Class; New York (NY); Hybrid; USD 80,000 - 120,000; Full time

Job summary

A leading company in wellness is seeking a Retention Marketing Manager to enhance customer loyalty and lifetime value for digital subscriptions. This mid-senior level role involves creating targeted campaigns, analyzing customer behavior, and collaborating with various teams to optimize the student experience. The ideal candidate should be data-driven and passionate about the brand's mission.

Qualifications

• Experience in streaming video (SVOD) or subscription fitness apps preferred.
• Strong communicator and collaborator.
• Excellent attention to detail and multitasking ability.

Responsibilities

• Develop and implement innovative retention marketing campaigns.
• Analyze product data to track retention KPIs.
• Design and manage multi-channel campaigns to increase engagement.

Skills

Data-driven mindset

Strong communication

Project management

Creative problem-solving

Job description

Retention Marketing Manager, Digital Subscriptions

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Job Description

Reporting to the Vice President of Digital Marketing, the Retention Marketing Manager will develop and execute strategies to maximize retention, loyalty, and lifetime value of our Digital Students. This role involves engaging existing students through targeted campaigns, analyzing customer behavior, and collaborating with cross-functional teams to ensure a seamless and rewarding experience. As a passionate, solution-oriented liaison, you will proactively address customer needs and identify opportunities for expansion. Combining data with curiosity, you will develop tactics to optimize each step of the student journey post-trial, increasing the number of prospects that become active, engaged subscribers. The ideal candidate will have a genuine interest in wellness and the mission of The Class and be excited to join a fast-paced, brand-centric, growing company. This role is based in NYC and involves a hybrid work model (~3 days in the office per week).

What You’ll Do

1. Develop and implement innovative retention marketing campaigns, personalized communications, targeted offers, and product features to increase customer engagement and reduce churn.
2. Collaborate with marketing, product, CX, and experience teams to design and test strategies that increase retention of digital students.
3. Analyze product data and user research to develop and track retention KPIs and usage metrics, identifying at-risk segments and proactively addressing student needs with brand-aligned solutions.
4. Oversee CX and manage the CX support team, developing customer-centric tactics to reduce churn, monitor complaints, and improve overall CX effectiveness.
5. Design and manage multi-channel campaigns (email, SMS, app notifications, in-product features, events) to increase engagement and support upselling/cross-selling.
6. Write compelling copy for email and marketing campaigns, maintaining brand voice, tone, and messaging consistency.
7. Work with Product, Engineering, and Experience teams to monitor, test, and launch new features and digital content to enhance value, engagement, and LTV.
8. Lead or participate in events, product development, and campaigns to enhance the customer journey and satisfaction.

Who You Are

• You have a data-driven mindset with the ability to translate insights into strategic actions aligned with brand experience.
• Experience in streaming video (SVOD) or subscription fitness apps is preferred.
• You are resourceful, solution-oriented, creative, and a self-starter, comfortable in a fast-paced, growth environment.
• You are a strong communicator, collaborator, and organized with project management skills.
• You possess an innate sense of digital, community, and authentic brand messaging.
• You have excellent attention to detail and multitasking ability.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Marketing and Sales
• Industries: Business Consulting and Services, Advertising Services, Design Services