The Digital Membership Retention Specialist’s mission is to develop, manage, and optimize marketing campaigns focused on building loyalty and improving retention of paying customers to our digital membership. In other words, you’ll be coming up with creative ideas to reduce churn and testing those ideas on a regular basis.   The outcome of the Digital Membership Retention Specialist is simple: increase retention of our paid members.

The concept of cohort analysis and building a renewal protocol based on attributes and behaviors of those cohorts will be critical to success at this position, and prior such experience is essential for this position. 

There are hundreds of fun ideas that could help combat membership churn, and your job will be to vigorously test and accurately organize the data collected from those tests. So, if you are a savvy data-oriented person who takes a data-driven approach to provide value and increasing customer retention, let’s talk! 

YOU WILL:

• Undertake ongoing cohort analysis on a regular basis and drive updates to our renewal protocol based on learnings from that exercise.

• developing an integrated retention marketing strategy to increase retention (renewals of one’s paid membership) and drive loyalty of our existing customers across all channels, mostly on digital channels (email, social media, website, forum, etc) and also in the real world (meetups, direct mail, newsletters, etc.) 

• Increase revenue per customer and improve retention characteristics

• Develop a deep understanding of user behavior and how best to leverage it in pursuit of profitable revenue growth

• Collect subjective and objective data on what drives retention using surveys, analytics, and direct customer interviews

• Partner with Product, Development, Data Science and Analytics to increase marketing sophistication through automation and personalization

• Create reports and goals for growth metrics including LTV, Churn, AOV, ARPU and, CAC

YOU HAVE:

• Self-starter with proven ability to reduce churn and increase reactivation rates

• Creativity & strategic thinking in a digital marketing environment

• Desire for ongoing learning and education   

• A high level of intelligence and experience around digital marketing

• Ability to execute ideas quickly but with strong attention to detail

• Passionate about testing, with vast experience with A/B tests

• Proven ability to work inside a small team toward a collective goal

• Ability to multi-task and run multiple campaigns through different phases of execution.

• Strong evidence of ability to follow-through on commitments

• Must be data driven, demonstrating the ability to understand key performance drivers and the ability to execute against findings

• Strong analytical knowledge and communication skills, comfortable communicating reporting, insights, and data-driven optimization strategies

• Strong analytical skills with a passion for testing and measuring results

• Excellent written and verbal communication skills

• Saas experience a plus

EDUCATION & EXPERIENCE

• 2+ years of digital marketing experience, with a focus in retention, email marketing, and/or product creation

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

WORK CONDITIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role. Moving equipment for production and videos is regularly required. 

Travel: 

Some travel is required for this position, including attendance at several conferences throughout the year, as well as company retreats. Not likely to exceed four weeks in total per year. 

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 9 a.m. to 4 p.m. Occasional evening and weekend work may be required as job duties demand. 

BiggerPockets is an Equal Opportunity Employer.

Individuals from diverse backgrounds are encouraged to apply.


If you would like to be considered for this position, please include answers to the following questions in your cover letter:

• What business or marketing books have made the biggest impact on your life, and why? 

• Tell us about a strategy you’ve come up with to combat user churn or increase online sales.

• Are there any online marketing personalities you follow on social media or on their blogs?

• What different online marketing tools have you experience with?