Summary: The Retention and Member Experience team is responsible for retaining and growing our members through various initiatives, which range from Loyalty, Reading Challenge, and new business initiatives such as our Audiobooks product and literary magazine, Volume 0. The team is also responsible for identifying and testing ways to reduce member churn and drive rejoins. With a combination of strong analytical skills, a strong curiosity about what makes a subscription service great for members, and a sense of urgency, you'll support the team across a variety of initiatives to maintain and improve our member experience.
What you'll do:
- Coordinate tasks for large Member Experience campaigns, including but not limited to: Annual Reading Challenge, Book of the Year, and the Relationship Status loyalty program.
- Build, proof, edit, and send emails across all audiences and continually report on performance to improve engagement and conversion rates.
- Gather, analyze, synthesize and report on member sentiment across channels including paid media, organic social media, and member surveys.
- Report on subscriber churn and help to ideate and execute new initiatives to improve customer attention, with a focus on both voluntary and involuntary churn improvement.
- Become an expert in Klaviyo operations to help other teams like Product and Customer Experience troubleshoot member, lead, and rejoin experiences.
- Assist team in exploring opportunities to improve the member experience as needed (Blue Box Boutique, Relationship Status program, etc.).
What you should have:
- 1-4 years of work experience.
- Strong history of academic and/or extracurricular excellence.
- Strong analytical and quantitative problem solving skills.
- Fan of new release fiction or a current or former Book of the Month member.
- Strong work ethic; ability to learn quickly, take on new challenges, and apply feedback.
- An interest in eCommerce, Direct to Consumer, or the book business.
- High attention to detail and accuracy.
- Grit and perseverance in the face of challenges, and an appetite for a wide variety of learnings and work experiences.
- Demonstrated ability to work in a fast-paced, dynamic environment.
- Effective verbal and written communication skills.
Salary Range: $65,000 - $100,000
