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Expired

Senior Manager, Retention Marketing
📍 New York, USA

The Wing

[Expired] - Senior Manager, Retention Marketing

Company:
The Wing
Coworking Space:
The Wing
Address:
New York, USA 20 st between Broadway & Park

The Wing is looking for a talented Sr Manager of Retention to join our fast growing team. In this role, you’ll develop cohesive member journey campaigns, strategically using data to drive member engagement and retention. You’ll partner closely with our data, member experience, marketing and product teams to implement end-to-end retention strategies, ensuring we can delight our members across their entire membership journey.

 

The ideal candidate has deep experience with multi-channel retention marketing campaigns, as well as a deep expertise in executing those strategies using CRM and e-mail marketing as tools. If you love to turn unique customer insights into engaging retention strategies that drive member experience and immediate impact to the business, this role could be for you!

Responsibilities include but are not limited to:

    • Define retention marketing vision as well as strategies to drive innovation and improved automation across key member touchpoints, including marketing channels like email, our mobile app, and the in-space member experience
    • Leverage member data & stories to establish a company-wide understanding of the member journey & brand touchpoints; work across the organization to optimize the journey
    • Collaborate with the Member Experience team to develop cross-channel retention strategies, coordinating and collaborating on how digital communications will work cross-functionally with IRL member experiences in our spaces and areas of optimization within the member journey
    • Work cross-functionally with other key data and analytics stakeholders, including our Member Insights Manager and Sr Manager of Data + Analytics, to improve our data collection tools and mine the appropriate insights from our data to turn into retention strategies
    • Work closely the Member Services team to explore retention opportunities within emerging contact channels (text, chat, social) as well as other high touch retention initiatives with our community teams, testing and scaling retention strategies based on performance
    • Build a roadmap for more personalized communications to our members, partnering with vendors to enhance capabilities around audience targeting, content personalization, and predictive modeling, with the goal of enhancing member satisfaction and LTV 

Qualifications:

    • 6-8 years prior customer retention experience, with a focus on membership or subscription businesses preferred
    • Experience building communications programs through CRM or marketing automation systems (Braze Preferred)
    • Strong project management skills with experience developing and executing strategy successfully while collaborating cross-functionally
    • Demonstrated experience working with data to drive campaigns and inform strategy
    • Proven experience with campaign development, from briefs through working with creative teams to launch
    • Extremely comfortable working in Excel to manipulate data and build reports
    • Experience coding in languages like SQL is beneficial – the desire to learn is a must
    • Results-oriented mindset with exceptional attention to detail
    • Collaborative and team oriented, with a history of managing and mentoring others on their team
    • Ability to develop, execute, and communicate a long-term vision, while also balancing immediate priorities
Full time