The Senior CX and Retention Executive works within the Audience Engagement team to deliver retention strategies, and collaborates with customer service teams to enhance audience connection, foster loyalty and deliver an exceptional subscriber experience.This role is responsible for the development and execution of retention campaigns and initiatives, delivering key customer communications and optimising customer journeys for our Nine Publishing brands, including The Australian Financial Review, The Sydney Morning Herald, The Age and Brisbane Times. The role will collaborate closely with key internal and external stakeholders to continuously improve the subscriber experience, optimise revenue and prevent churn. Day to day you will:Execute retention campaigns and initiatives across owned channels and offsite channelsDevelop and build email campaigns to support retention objectivesManage customer communications about key changes, and ensure all stakeholders are well informed and equipped with the right informationMonitor, update and optimise key subscriber journeys, including payments, renewals, and other late-lifecycle activitiesUpdate subscriber touchpoints to ensure that accurate information is available to our subscribers when they need itUse CRM platforms to deliver targeted communications to subscribersUse behavioural data and subscription insights to build compelling messaging and triggers to improve retention across the customer lifecycleCollaborate cross-functionally (e.g. with customer service, technology and product teams) to improve the subscriber experience
