Retention Director, Kiplinger

Future Publishing•New York, NY

22h•Hybrid

About The Position

The Retention Director will proactively oversee the retention strategy for all Kiplinger brands, including growing our recurring revenue stream with a focus on digital subscriptions and online ordering. This role involves developing and implementing comprehensive retention strategies to maximize Customer Lifetime Value (LTV) through customer subscription and re-engagement promotions. The Director will design and build end-to-end retention lifecycle strategies across various channels, lead win-back and reactivation campaigns, identify cross-sell and bundle opportunities, and establish a rigorous A/B testing cadence. Key responsibilities also include managing retention KPIs, preparing budgets, forecasting inventory, and collaborating with other retention marketers.

Requirements

10+ years of experience in Retention, Lifecycle, or B2C marketing, with a focus on growing recurring revenue.
Bachelor's degree in Marketing, Communications, or a related field.
Experience leading teams, project managing, and mentoring staff.
Ability to collaborate with teams that are in different time zones and countries.
Documented success in growing recurring revenue and reducing customer churn, increasing Customer Lifetime Value (LTV).
Advanced analytical capabilities, including expertise in campaign analysis, testing, and the ability to build and manage retention reports
Cross-functional communication skills, with the ability to translate complex retention data into clear, strategic narratives for Executive team members.

Responsibilities

Develop the comprehensive retention strategy for Kiplinger brands to maximize Customer Lifetime Value (LTV) through customer subscription and re-engagement promotions.
Design and build the full, end-to-end retention lifecycle strategy across mail, email, coverwraps and online channels. This includes automated flows for onboarding, payment, win-back, renewal and gift campaigns.
Lead the development of high-conversion win-back and reactivation campaigns to recover lapsed subscribers and establish a reliable recurring revenue channel.
Find cross sell and bundle opportunities with targeted messaging across all Kiplinger brands. creating new audience segments with product affinity and engagement.
Establish a rigorous A/B and multivariate testing cadence across all brands. This cadence should be maintained for all campaign components, including creative, timing, messaging, subject lines, offer structures, and segmentation. The goal is to improve renewal and billing performance.
Manage the Retention Key Performance Indicators (KPIs), tracking LTV, M1/M3/M6 churn, reactivation rate, and channel revenue. Deliver regular performance reporting with relevant insights.
Prepare annual retention budgets and manage monthly financial forecasting.
Forecast and order inventory for print campaign components.
Collaborate with other retention marketers for efficiency opportunities.