Audience Operations Specialist

SUMMARY: As an Audience Operations Specialist , you will leverage technology systems, data and insights to drive customer engagement and retention. If you thrive at the intersection of data interpretation and ideation, this role may be for you. The Audience Operations Specialist tries to understand what story the data is telling us and then brings forward ideas on how to improve process efficiency, product utilization and customer retention.

This position is fully remote-eligible.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Regularly review customer trend and behavioral data and share insights with marketing and audience operations teams
• Using insights from customer data, develop and execute upon ideas for improving subscriber engagement, loyalty and retention
• Review reader survey and NPS results and synthesize common trends into actionable plans for improving the customer experience
• Work with Director of Audience Operations and marketing team to develop measurable experiments for improving customer retention
• Assist Director of Audience Operations and team in identifying opportunities for efficiency within our customer transaction and communication processes and driving forward solutions
• Provide support to the audience operations team, including assistance with CRM system configuration, running reports, generating files for customer mailings and helping with other related processes.
• Assist FCC markets in designing and implementing market-specific retention programs for combo and digital subscriptions.
• Keep a pulse on customer support trends to understand why customers cancel subscriptions and work with cross-functional teams within FCC to continuously improve our subscription products based on customer insights.
• Assist customer success team in developing and measuring stop-save efforts.
• Stay up to date on industry best practices for subscriber retention.
• Collaborate with the email marketing team to build, execute and optimize email programs focused on improving customer engagement and retention.
• Own the relationship with benefit partners and develop new ideas for ways to add additional value into our subscription products.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in marketing, business, journalism or related field OR equivalent work experience
• 2 or more years of experience in a similar role

KNOWLEDGE, SKILLS AND ABILITY:

• Past experience implementing customer retention strategies required
• Prior experience being a subject matter expert for a CRM-type system preferred
• Experience with Google Analytics and/or other metrics platforms preferred
• Strong problem-solving capabilities
• Self-motivated, good organizational skills, detail-oriented, ability to prioritize, multi-task and meet deadlines.
• Experience in Naviga software preferred

CERTIFICATES, LICENSES, REGISTRATIONS:

• None.

We are committed to providing equal opportunity to individuals with disabilities who are qualified. We will provide reasonable accommodations for employees and applicants with disabilities who are qualified, unless doing so would cause undue hardship. A written request must be given to Human Resources.

At Forum Communications Company, our legacy is deeply rooted in harnessing the power of communication to connect and inform people in the communities we serve. Since 1917, everything we do is driven by creating and sharing information, ideas and insights.

Today, we're a leading media and technology company that's home to a family of people whose passion and purpose is fueled by collaboration and innovation. We believe in supporting each other, working hard towards common goals and having fun.

Come for the perks: Excellent employee culture, competitive pay, 401(k), company-paid volunteer time, health and wellness initiatives for all employees. Additional perks for full-time positions include: comprehensive benefits package, generous paid time off, paid holidays and paid time off for birthday, paid parental and pregnancy disability leave for qualifying employees.

Stay for the people: Family-owned and operated since 1917, development and growth opportunities, inclusive, creative culture, safe working environment, employees of all ages and backgrounds, positive collaboration.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. FCC currently does not offer employer sponsorship.