Retention and Loyalty Coordinator (Revenue)

COMPANY OVERVIEW:

The Globe and Mail is a national icon and one of Canada's most recognized media brands. We proudly serve as a trusted destination for Canadians seeking the highest caliber of journalism, and we've garnered international acclaim for our data visualization, design, and creative storytelling.

We are committed to fostering diversity and inclusivity by reflecting all Canadians in both the stories that we tell and the composition of our workforce. We are proud partners with organizations like Indigenous Works, Pride at Work, the Canadian Centre for Diversity and Inclusion, and we are a signatory of the BlackNorth Initiative. Recognizing the importance of work-life balance, we offer flexible work arrangements and support programs. We also invest in our employees' growth through training and mentorship opportunities, enabling you to expand your skills and embrace new challenges.

No matter your position at The Globe, you'll be an integral part of an organization dedicated to making a positive difference in Canada. Join us.

POSITION OVERVIEW:

Being part of The Globe and Mail team requires a passion for excellence and an unwavering commitment to innovate in a fast-paced and dynamically evolving environment. Demonstrating these characteristics in the workplace every day is what makes our people the foundation of our success. We support a culture in which employees can live their ideals, develop their abilities, creatively contribute to the success of the organization and be recognized, appreciated and rewarded for doing so. If you are the best in your field, we'd like to hear from you.

We are looking for a motivated Retention & Loyalty Coordinator to join The Globe’s growing Subscription team. Customer engagement and subscriber retention are key focus areas for The Globe and we are looking for an enthusiastic individual to join the team.

In this role, the individual will assist with the execution of billing & renewal, retention and engagement campaigns for both print and digital products.  Using current retention, churn, engagement and CLV trend analyses to identify opportunities for test & learn campaigns to reduce churn and increase engagement with our products and services, including the website, app, newsletters and online tools. 

This role will support interdepartmental staff with loyalty & retention activities and provide management with insight and assistance when required.

RESPONSIBILITIES:

1. Development and execution:

• Assist with the development and support the completion of marketing assets for retention and engagement campaigns across all platforms, including emails and onsite promotional units.
• Maintain existing campaign creative and ensure they meet brand standards and reflect current, accurate product information.
• Provide suggestions on potential audience segmentation and messaging for test & learn campaigns based on insights from our Data Science and Customer Engagement Management (CEM) teams, including performance metrics for onboarding & engagement campaigns.
• Work with the necessary departments to ensure creative, target audiences and workflows are set up correctly and that campaigns are deployed on time.

2. Support billing and renewal campaigns

• Support the timely and accurate deployment of billing and renewal campaigns.
• Communicate regularly with Subscription Sales, Customer Care, and Finance to gain insight to identify opportunities to improve retention and better understand customer pain points.

3. Support member benefit initiatives

• Update our Member Benefits site to ensure information is accurate and aligns with onboarding & engagement messaging and ensures a positive customer experience.
• Build strong working relationships with internal stakeholders.

4. Reporting and Analysis

• Understand KPIs and insights from our CEM team to identify and inform manager of challenges and discrepancies.
• Assist manager by providing weekly and monthly results on campaign and test performance.

QUALIFICATIONS:

• Must exhibit high proficiency with Microsoft Office Suite of products.
• Must exhibit well developed skills in the areas of organizing and prioritizing multiple projects with the ability to work and simultaneously manage multiple deadlines.
• Must be detail orientation and familiar with QA disciplines, particularly regarding creative development and campaign execution.
• Familiar with html and editing software.
• Familiar with analytical tools like Google Analytics and data visualization tools like Tableau.
• Demonstrated familiarity and interest in news media.
• Post-secondary education or equivalent, and experience working with subscriptions or advertising would be an asset.
• Self-starter with an ability to multi-task in a fast-paced environment.
• Strong communicator who can effectively collaborate with teams across all levels of the organization.
• Creative thinker, problem solver, team player.

SALARY: This position is classified under Group K of the Advertising Collective Agreement

WHY CHOOSE THE GLOBE:
 

The Globe’s mission is to deliver essential content – news, information, analysis and insights – for aspiring individuals and strong communities.  The Globe is committed to providing a respectful and inclusive workplace that upholds our values of integrity, collaboration, innovation and accountability. 
 

As Canada’s most respected media brand The Globe is dedicated to making a difference to Canada and you can make a difference by working with us.

WE OFFER:

• Competitive compensation to ensure we hire, retain and reward team members
• Hybrid work environment that promotes work-life balance
• Generous vacation and flexible work arrangements
• Parental leave top-up
• Competitive health and dental benefits
• Defined Benefit pension plan
• Annual wellness subsidy
• On-site chiropractor and registered massage therapist
• Employee and family assistance program
• Free digital subscription to globeandmail.com and 40% off other Globe products
• Education assistance for external training courses
  

SUPPORTING YOUR GROWTH:

• We are committed to creating equitable opportunities for all employees, to enable everyone to reach their full potential. This commitment is embedded in our strategic plan and core values.
• There are lateral and upward advancement opportunities for rewarding and developing careers.
• We believe in mentorship and collaborative peer-to-peer learning and have both formal and informal programs in place to encourage knowledge-sharing.
• We support continuing education and provide both internal and external opportunities for training and development.

VACCINATION POLICY:  

All offers of employment with The Globe and Mail are conditional upon the candidate being Fully Vaccinated. To be Fully Vaccinated is defined as someone who has received the full series of a vaccine or a combination of vaccines accepted by the Government of Canada (currently Pfizer, Moderna, AstraZeneca, Janssen) and has received the last dose at least 14 days prior to their start date. To prove they are Fully Vaccinated, all new hires will be required to provide evidence by emailing a copy of their vaccine dose administration receipt(s) to Human Resources prior to their start date. Those seeking exemption based on one or more of the protected grounds in the Human Rights Code will need to provide their request for accommodation to Human Resources for approval.  If the accommodation request is not approved and the candidate is not Fully Vaccinated, any offer of employment will be revoked.     

THE GLOBE AND MAIL IS DEDICATED TO DIVERSITY AND INCLUSION IN THE WORKPLACE 

The Globe and Mail is committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported. We believe this strengthens our business and our journalism. We welcome and encourage applications from individuals from all groups, regardless of race, ethnicity, culture, gender, sexual orientation, religion, socio-economic status, age, and physical ability. As required by the Federal Contractors Program, The Globe also tracks the proportion of staff in the four Employment Equity categories (Women, Aboriginal Peoples, Persons with Disabilities, and Members of Visible Minorities) to ensure we are reflecting the areas in which we work.          

The Globe and Mail offers accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview, please advise us if you require an accommodation.