Manager, Member Retention

About the role

Book of the Month is hiring a Manager, Member Retention to help lower churn and strengthen member loyalty. In this position, you will shape, plan, and roll out initiatives that improve the member journey and keep customers engaged with the brand. The role calls for someone who is highly analytical, comfortable testing and refining ideas, and able to move between strategy and hands-on execution with strong accuracy.

Key responsibilities

• Review past and current retention efforts, identify what is driving churn, and design new experiments with a strong emphasis on newer members.
• Build, update, and track detailed project plans for initiatives aimed at reducing churn.
• Create and maintain reporting on lifetime value, churn, and other core metrics to support business decisions.
• Plan and coordinate win-back campaigns for canceled members across email, website, app, and related channels.
• Gather member feedback from surveys, social listening, customer support interactions, and other sources, then translate it into clear actions and next steps.
• Partner with teams across the business to improve the member experience through the monthly box, website, app, and other touchpoints.
• Own the email calendar for both current and canceled members so the right message reaches the right audience at the right time.

Candidate profile

• At least 5 years of experience in retention marketing, CRM, or loyalty marketing, preferably with a direct-to-consumer company and ideally a subscription-based business.
• Strong comfort working with data, especially in relation to retention and lifetime value.
• Solid understanding of the customer lifecycle and the tools and platforms used to manage it.
• Ability to thrive in a fast-moving, iterative environment and willingness to put in significant effort.
• Creative thinking with a habit of generating new ideas and approaches.
• Excellent organization, problem-solving ability, and attention to detail.
• Experience leading and mentoring junior team members.
• Interest in reading and contemporary fiction; being a current or former Book of the Month member is a plus.

Compensation

The salary range for this position is $100,000 to $140,000.