Director Retention Engagement WSJ Leadership Institute

Job Description:

Director Retention & Engagement WSJ Leadership Institute

Location: New York City Office 1211 Avenue of the Americas Hybrid

The Wall Street Journal Leadership Institute is designed to help business leaders master a world of accelerating change. To succeed they need access to accurate unbiased and uptodate information which the Wall Street Journal and Dow Jones have traditionally provided them and a deep network of peer executives to discuss debate and decide on how to navigate the biggest challenges that businesses face today whether from disruptive new technologies an evolving geopolitical landscape a changing energy paradigm rising stakeholder demands or shifting workplace norms. The Leadership Institute consists of executive peer communities a variety of content and experiences for members and unique access to data only available within Dow Jones.

We are seeking an experienced and resultsdriven Director of Retention and Engagement to lead our efforts in increasing member retention and driving engagement for our executive peer communities. As the Director of Retention and Engagement you will be responsible for developing and executing strategies that ensure our members remain engaged satisfied and loyal over the long term monitoring and measuring the impact of engagement strategies and reporting across KPIs. You will work crossfunctionally with marketing sales content and data teams to optimize the member experience enhance value propositions and implement retention initiatives.

This role requires a deep understanding of member behavior datadriven decisionmaking and a passion for delivering exceptional customer experiences. You will be responsible for creating programs that not only retain members but also enhance their overall engagement and lifetime value.

Responsibilities:

Retention Strategy Development:

• Develop and execute retention strategies: Lead the creation and implementation of comprehensive retention programs to reduce churn and increase member loyalty.

• Identify retention drivers: Analyze member data and feedback to identify key drivers of retention and satisfaction and implement strategies that address these factors.

• Customer segmentation: Use data to segment members based on engagement patterns behavior and demographics to create personalized retention campaigns and experiences.

• LTV (Lifetime Value) Optimization: Focus on increasing the longterm value of members by promoting upsell crosssell and continued engagement through personalized offerings.

Engagement Programs and Initiatives:

• Design member engagement strategies: Create and manage initiatives that increase member interaction and activity within the community

• Onboarding and education: Improve member onboarding and educational resources to ensure members quickly realize the value of the membership and stay engaged over time.

Data Analysis and Reporting:

• Track engagement metrics: Measure key performance indicators (KPIs) related to member retention engagement and satisfaction including churn rates renewal rates active member participation etc.

• Conduct member feedback analysis: Regularly gather member feedback via surveys interviews or other methods to understand satisfaction levels and identify areas for improvement.

• Use data to drive decisions: Leverage data and analytics to make informed decisions about retention strategies and identify opportunities for optimization.

• Monitor and report on KPIs: Regularly report on retention engagement and loyalty metrics to leadership and provide actionable insights for improving performance.

CrossFunctional Collaboration:

• Work with marketing: Partner with the marketing team to ensure retention and engagement initiatives are aligned with broader brand messaging and promotional activities.

• Collaborate with content teams: Collaborate with product teams to ensure that member feedback and engagement data are incorporated into product development and feature improvements.

Team Leadership:

• Develop team capabilities: Provide ongoing coaching and training to team members to ensure they have the skills and knowledge to execute retention initiatives successfully.

Key Skills & Qualifications:

• Bachelors degree in Marketing Business Customer Experience or a related field (Masters degree preferred).

• 10 years of experience in customer retention engagement or program management ideally within a membershipbased business

• Proven track record of developing and executing successful member retention strategies that reduce churn and enhance customer lifetime value (LTV).

• Strong analytical skills with experience using customer data analytics tools (e.g. Google Analytics Mixpanel Tableau) and A/B testing to inform decisions.

• Expertise in customer segmentation behavioral analysis and datadriven marketing strategies.

• Experience with CRM systems (e.g. Salesforce HubSpot) and engagement platforms (e.g. Intercom Braze Zendesk).

• Strong leadership skills with the ability to motivate and manage a team set goals and drive results.

• Excellent communication skills both written and verbal with the ability to articulate strategies and results to senior leadership and external stakeholders.

• Strong project management skills with experience leading crossfunctional teams to achieve business objectives.

Reasonable accommodation: Dow Jones Making Careers Newsworthy We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression pregnancy age national origin disability status genetic information protected veteran status or any other characteristic protected by law.EEO/AA/M/F/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application and/or interview process. If you need assistance or accommodation in completing your application due to a disability email us at Please put Reasonable Accommodation in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area:

Dow Jones Leadership Institute

Job Category:

Marketing & Product Management

Union Status:

NonUnion role

Pay Range: $165000 $205000

We recognize that attracting the best talent is key to our strategy and success as a company. As a result we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. The quoted salary range represents our good faith estimate as to what our ideal candidates are likely to expect and we tailor our offers within the range based on the selected candidates experience industry knowledge location technical and communication skills and other factors that may prove relevant during the interview process.

Payforperformance is a key element in our strategy to attract engage and motivate talented people to do their best work. Similarly to salary for bonus eligible roles targets are set based on a variety of factors including competitive market practice.

For benefits eligible roles in addition to cash compensation the company provides a comprehensive and highly competitive benefits package with a variety of physical health retirement and savings caregiving emotional wellbeing transportation and other benefits including elective benefits employees may select to best fit the needs and personal situations of our diverse workforce..