We are seeking a dedicated and results-driven Retention & Winback Manager to oversee and execute strategies aimed at retaining and re-engaging subscribers. This role requires a deep understanding of customer retention principles and the ability to formulate and implement effective winback campaigns. The Retention & Winback Manager will collaborate with cross-functional teams and manage various initiatives to improve subscriber retention, reduce churn, and win back former customers.
Retention Program Management: Develop and manage programs and initiatives designed to improve subscriber retention, including pre-expired flows and offboarding processes. Churn Target Management: Set and monitor churn targets, proactively identifying and addressing issues related to churn. Implement strategies to reduce involuntary churn. Retention Campaigns: Design and execute retention campaigns to engage subscribers, gather feedback, and address their concerns. Subscriber Billing & Autopay Campaigns: Oversee billing and autopay campaigns, ensuring seamless subscription payment processes and promoting autopay adoption among subscribers. Subscriber Feedback & Communications/Notifications: Gather subscriber feedback and use it to enhance communication and notification strategies. Ensure subscribers are well-informed about subscription benefits, updates, and events.
Click to Cancel: Develop and implement strategies to intercept subscribers attempting to cancel their subscriptions through the "Click to Cancel" process. Customer Feedback Collection: Conduct surveys and collect information to understand the reasons for customer loss, using insights to guide winback efforts. Re-establish Business Relationships: Work on re-establishing business relationships with former customers, offering tailored incentives and solutions to win them back.
Creative & Messaging Guidance: Provide creative and messaging guidance to create compelling content and campaigns for both retention and winback efforts.
Vendor Management: Collaborate with vendors, including Customer Care Group (CCG), Account Management & Retention (AMR), Network Subscriber Services (NSS), and Operations Support Group (OSG), to ensure effective execution of retention and winback initiatives. Agency collaboration with Dagger and others Provide feedback loops to acquisition, product, and newsroom teams.
KPIs (Key Performance Indicators):
Retention Rate: Monitor and improve the overall retention rate, tracking the percentage of subscribers retained. Retention % after Intro Period: Evaluate and optimize retention rates after introductory subscription periods. Restart Rate: Measure and enhance the rate at which former customers are successfully re-engaged. Customer Satisfaction: Continuously assess and enhance customer satisfaction levels through targeted strategies. Involuntary Churn: Identify and reduce involuntary churn instances through proactive measures. AutoPay %: Increase the percentage of subscribers using autopay methods for seamless billing.
Bachelor’s degree in a related discipline and 6 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 4 years’ experience; a Ph.D. and 1 year of experience; or 10 years’ experience in a related field.
Requires strong knowledge of retention and engagement experience.
Excellent skills to work effectively with teams throughout organization.
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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