Company DescriptionIndependent journalism has never been more important. The Sydney Morning Herald, The Age and the Financial Review are Australia's most awarded newsrooms, telling the biggest stories with bravery and balance. Every month, 12.8 million Australians trust us to deliver breaking news, investigative journalism and unmissable analysis on the issues that matter.
Job DescriptionWorking in our Audience Growth Team and on our key publishing brands, Sydney Morning Herald, The Age, and Financial Review, The
CX & Retention Manager is responsible for optimising and delivering our retention strategy, and improving the customer experience, with the ultimate goal of reducing customer churn.We are looking for someone who is first and foremost a champion for the customer, who wants to find and solve problems that cause cancellations, or poor experience - and to work with a varied group of stakeholders across all of our key publishing brands. You are comfortable with data, and able to spot trends and build solutions to address them.
Day to day you will:- Optimise and update key customer journeys relating to payments, renewals, and other late-lifecycle activities
- Create one-off and triggered campaigns to support business objectives for renewals, upgrades, and retention
- Manage customer communications about key changes, and ensure all stakeholders are well informed and equipped with the right information
- Identify and address any pain points, and work with our product and technology teams to ensure best-in-class customer experience
- Manage our help centre to make sure that up-to-date and accurate information is available to our subscribers when they need it
- Work with stakeholders in our audience, product, technology and customer service teams on product releases and updates to our subscriptions and technology
- You are the key contact for our customer service team, you understand their systems and processes intimately, and you know what our subscribers are saying when they contact us
- You also manage external stakeholders who are responsible for the delivery of our subscriber communications
QualificationsWhat we would like to see:
- You are a confident marketer with some experience in a similar role who cares deeply about how customers experience our products
- You are confident with data and technology, with experience in Salesforce Marketing Cloud, or equivalent
- You can build relationships, and will be a great fit with the Retention & Engagement team - part of our Audience Growth function
- You care about quality, independent journalism and want to work on Australia's most trusted news brands
Additional InformationOur Commitment to Diversity and Inclusion:At Nine, we are committed to fostering a workforce that embraces all aspects of diversity and inclusion and where practices are equitable to ensure our people experience a sense of belonging. From day one, you'll be encouraged to bring your whole self to work and will be supported to perform at your best. Should you require any adjustments to the recruitment process in order to equitably participate, we encourage you to advise us at the time of application.We encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, and of all ages, nationalities, backgrounds and cultures.Disclaimer: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.Work rights: Please note to apply for this role you must already have the right to lawfully work and live in Australia.
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