Customer Retention Marketer at The Baltimore Banner

Come Join One of Baltimore's Best Places to Work!

About the Job:  

Reporting to the Senior Manager, the Customer Retention Marketer will lead the development, implementation, and management of innovative marketing programs aimed at growing, engaging, and retaining our digital subscribers to maximize customer lifetime value (CLV) and revenues. This role offers an exhilarating opportunity to be at the forefront of our marketing efforts, where your strategic insights and creative execution will play a pivotal role in driving our business success and enhancing the customer experience. Join us in a dynamic environment that champions forward-thinking and creativity.

Responsibilities:

• Collaborate with marketing leadership to align company objectives and translate them into effective marketing campaigns.
• Assist in developing, executing, and monitoring test plans to enhance customer engagement and retention across various channels including email marketing, retargeting, personalization, payment processing, dispute resolution, segmentation, and cross-functional collaboration.
• Oversee outsourced Customer Care operations to ensure alignment with company customer service goals and compliance policies. Identify and establish processes that integrate effectively with tools and platforms.
• Manage Institutional Sales programs, including communication for Request for Proposals (RFPs) to drive new sales, contract management, campaign setup for group sales, and renewal communications.
• Work under guidance from marketing leadership to create personalized, omnichannel experiences aimed at driving valuable customer interactions.
• Collaborate closely with analytics colleagues to access necessary data and insights for informed marketing decision-making.

Requirements: 

• Bachelor's degree and 3-5 years of experience in marketing, demonstrating a proven track record of growth and professional development.
• Experience in digital customer lifecycle marketing environments is preferred. Preference given to candidates with experience in B2C and subscription-based industries.
• Proficiency in communication and experience platforms such as Email, Web Analytics, on-site tools, and payment management, emphasizing personalization.
• Strong execution skills, including segmentation, utilizing customer data platforms, campaign setup, and managing marketing operations.
• Possesses a data-driven mindset, adept at collecting and synthesizing data, uncovering valuable insights, and delivering comprehensive reports and recommendations to senior leadership.
• Excel proficiency is essential, and familiarity with HTML/CSS is a plus.
• Experience collaborating closely with Customer Care teams.
• High ethics and integrity, with the ability to make quick, thoughtful decisions.

About Our Organization:  

The Baltimore Banner is a nonprofit newsroom dedicated to providing high-quality local journalism to the Baltimore metro area. We hope to reimagine the future of local news by building a vibrant, strong, trustworthy, and sustainable news organization. With a multi-platform news operation, we cover a wide range of topics, including local government, culture, and the arts. Our goal is to tell stories that reflect the community, foster connections among neighbors, hold government institutions accountable, and provide a comprehensive understanding of the world. Everything we do is rooted in truth, and we believe that our work can contribute to a more vibrant, informed, and united Baltimore, surrounding counties, and the state of Maryland.

The Venetoulis Institute embraces diversity and inclusion, and we are wholeheartedly committed to being proactive in inspiring a culture of inclusion across our organization. We are dedicated to establishing an organization that reflects the fundamental respect for different ways of working and living, and we assure every employee the opportunity to reach their full potential.

We are dedicated to providing reasonable accommodations to applicants with disabilities throughout the recruitment process. If you require accommodation due to a disability to participate in the application process, please contact [email protected] to request accommodation. Reasonable accommodations may include, but are not limited to, adjustments in the application process, modifications or assistance regarding job interviews, and accommodations to enable access to our facilities. We appreciate the value that individuals with disabilities bring to our workforce and encourage applicants with disabilities to disclose their needs for accommodation to facilitate a smooth and inclusive recruitment experience.