Director, Subscriber Retention & Insights

America's Test Kitchen is seeking a Director of Subscriber Retention & Insights to lead efforts in increasing subscriber retention, engagement, and lifetime value across ATK's digital subscription products, including our mobile app. This role will be instrumental in optimizing customer journeys, reducing churn and developing targeted growth strategies. The ideal candidate will have experience marketing subscription apps, a strong analytical mindset, and a passion for building long-term customer relationships.

Key Responsibilities:

• Customer Journey Mapping: Audit, document and optimize each touch point in the customer journey for each key audience segment, from prospect to trial to subscription to renewal to brand promoter.
• Customer Insights & Analytics: Leverage data and customer insights to optimize engagement strategies, run A/B tests leveraging treatment & control, measure campaign effectiveness, and drive continuous improvements.
• App Engagement: Develop and implement engagement strategies specific to ATK's mobile app subscribers, ensuring a seamless user experience and maximizing in-app interactions.
• Engagement & Retention Strategy: Recommend strategies that drive subscriber engagement, enhance product usage, reduce churn, and increase customer lifetime value.
• Member Advocacy & Positioning: Leverage behavioral data, surveys and subscriber interviews to identify customer pain points and key drivers of churn. Implement proactive retention programs with Product & Marketing, including win-back and loyalty initiatives.
• Subscriber Communications: In partnership with Marketing colleagues, leverage insights to enhance multi-channel engagement campaigns (push notifications, in-app messaging, SMS, and Email) to nurture and retain subscribers.
• Cross-Functional Collaboration: Work closely with Product, Content, Data, and Customer Support teams to align marketing strategies with business objectives.
• Team Leadership: Manage and mentor two direct reports, fostering a culture of innovation, data-driven decision-making, and performance excellence.
• Performance Reporting: Establish KPIs, track performance metrics, and deliver actionable insights to leadership.

Qualifications:

• 8-10 years of experience in engagement & retention marketing, with a strong background in subscription-based businesses.
• Strong analytical skills with experience using data and A/B testing to optimize marketing programs.
• Track record of leverage surveys and other qualitative research techniques to address customer pain points and impact product positioning
• Proven experience marketing subscription apps, including in-app engagement and retention strategies.
• Expertise with leading digital analytics tools, segmentation & cohort analysis, CRM platforms, and marketing automation tools, specifically with MMPs & CEPs
• Ability to develop creative, data-backed engagement campaigns across multiple channels.
• Excellent communication, leadership, and project management skills.
• Passion for food, cooking, and digital media is a plus!

This position is located in our Boston, MA office in the Seaport district. It is the expectation that the person in this role will work a hybrid schedule of 3 days per week (Tuesday, Wednesday & Thursday) in the office and 2 days per week remotely.

About America's Test Kitchen

The mission of America's Test Kitchen (ATK) is to empower and inspire confidence, community, and creativity in the kitchen. Founded in 1992, the company is the leading multimedia cooking resource serving millions of fans with TV shows (America's Test Kitchen, Cook's Country, and America's Test Kitchen: The Next Generation), magazines (Cook's Illustrated and Cook's Country), cookbooks, a podcast (Proof), FAST channels, short-form video series, and the ATK Essential Membership for digital content. Based in a state-of-the-art 15,000-square-foot test kitchen in Boston's Seaport District, ATK has earned the trust of home cooks and culinary experts alike thanks to its one-of-a-kind processes and best-in-class techniques. Fifty full-time (admittedly very meticulous) test cooks, editors, and product testers spend their days tweaking every variable to find the very best recipes, equipment, ingredients, and techniques. Learn more at https://www.americastestkitchen.com/.

Why America's Test Kitchen:

We're passionate about cooking, and about creating the best place to work. We're small enough for your ideas to make a big impact, and large enough to offer you opportunities to grow professionally at any stage of your career. We want you to take risks and make mistakes - that's how innovation happens in our test kitchen, in our offices, and in life.

We at America's Test Kitchen believe food media can be a powerful force for social change. We are passionate about building an inclusive workforce that represents many different cultures, backgrounds, abilities, identities, and perspectives.

We welcome your application.