What are the responsibilities and job description for the Sr. Manager, Engagement & Loyalty position at The Philadelphia Inquirer?
Senior Manager, Engagement & Loyalty
The Senior Manager, Engagement & Loyalty will lead strategic efforts to enhance subscriber loyalty and reduce churn across both digital and print platforms. This role is responsible for the full lifecycle of subscriber engagement—from onboarding through renewal and win-back—using data-driven strategies to improve customer retention. A successful candidate will be organized, highly detail-oriented, possess exceptional time management skills, and be able to seamlessly execute and manage multiple initiatives at once.
What You’ll Do
Since 1829, The Philadelphia Inquirer has been “asking on behalf of the people” of Philadelphia and the region by providing essential journalism. Locally owned and headquartered in Center City Philadelphia, The Inquirer is a for-profit public benefit corporation under the non-profit Lenfest Institute. Its multiple brand platforms — including newspapers, Inquirer.com, e-Editions, apps, newsletters, podcasts, and live events — provide Pulitzer Prize-winning journalism to a growing audience that includes more than 180,000 subscribers and 20 million monthly impressions.
The Philadelphia Inquirer is committed to attracting a diverse group of people to join our team. As part of our mission, we are seeking candidates who share our passion for indispensable journalism and our drive to create a sustainable business model to support it.
We value diverse levels of experience, abilities, and backgrounds. Because of this, we encourage you to apply, even if you do not meet all of the requirements listed in the job description. The Inquirer may consider an equivalent combination of knowledge, skills, education, and experience to meet the minimum qualifications for this position.
The Inquirer is building an inclusive and equitable workplace where everyone feels a sense of belonging. We especially encourage people from marginalized and underrepresented backgrounds to apply for vacant positions at all levels of the organization, including but not limited to people of color, women, people who identify as LGBTQIA , and people with disabilities. We are an equal opportunity employer for all regardless of race, ethnicity, religion, national origin, gender identity, sexual orientation, age, disability, veteran status, and any other category protected by federal, state and/or local law.
The Senior Manager, Engagement & Loyalty will lead strategic efforts to enhance subscriber loyalty and reduce churn across both digital and print platforms. This role is responsible for the full lifecycle of subscriber engagement—from onboarding through renewal and win-back—using data-driven strategies to improve customer retention. A successful candidate will be organized, highly detail-oriented, possess exceptional time management skills, and be able to seamlessly execute and manage multiple initiatives at once.
What You’ll Do
- Design and execute comprehensive retention strategies aimed at increasing subscriber satisfaction, engagement, and lifetime value.
- Develop and optimize multi-channel marketing campaigns (email, onsite, call center) tailored to key points in the subscriber journey—from onboarding to win-back.
- Manage the subscriber lifecycle and ensure consistent messaging and touchpoints across platforms, channels, and teams.
- Track and analyze key performance indicators (KPIs) to evaluate the effectiveness of retention initiatives and make data-informed adjustments.
- Conduct ongoing research into industry retention best practices, applying insights to refine campaigns and user journeys.
- Collaborate closely with cross-functional teams including marketing, customer service, product, design and data analytics to ensure alignment and successful execution.
- Maintain precise documentation of campaigns, timelines, and test results to support an agile and scalable retention program.
- Ensure all projects meet deadlines and are executed with a high level of accuracy and attention to detail.
- Contribute to an inclusive and positive work environment
- 5 years of experience in retention marketing, CRM, or email marketing—preferably in media, publishing, or subscription-based industries.
- Highly organized, with the ability to manage multiple projects simultaneously without compromising quality or deadlines.
- Exceptional attention to detail with a passion for clean execution and performance tracking.
- Proactive and self-motivated, with a strong ability to prioritize tasks and work independently in a fast-paced environment.
- Strong analytical skills and the ability to turn complex data into clear, actionable strategies.
- Experience working with customer data platforms (CDPs) and tools like Salesforce Marketing Cloud.
- Collaborative mindset with excellent written and verbal communication skills.
- A strategic thinker with a creative approach to solving business challenges and engaging audiences.
Since 1829, The Philadelphia Inquirer has been “asking on behalf of the people” of Philadelphia and the region by providing essential journalism. Locally owned and headquartered in Center City Philadelphia, The Inquirer is a for-profit public benefit corporation under the non-profit Lenfest Institute. Its multiple brand platforms — including newspapers, Inquirer.com, e-Editions, apps, newsletters, podcasts, and live events — provide Pulitzer Prize-winning journalism to a growing audience that includes more than 180,000 subscribers and 20 million monthly impressions.
The Philadelphia Inquirer is committed to attracting a diverse group of people to join our team. As part of our mission, we are seeking candidates who share our passion for indispensable journalism and our drive to create a sustainable business model to support it.
We value diverse levels of experience, abilities, and backgrounds. Because of this, we encourage you to apply, even if you do not meet all of the requirements listed in the job description. The Inquirer may consider an equivalent combination of knowledge, skills, education, and experience to meet the minimum qualifications for this position.
The Inquirer is building an inclusive and equitable workplace where everyone feels a sense of belonging. We especially encourage people from marginalized and underrepresented backgrounds to apply for vacant positions at all levels of the organization, including but not limited to people of color, women, people who identify as LGBTQIA , and people with disabilities. We are an equal opportunity employer for all regardless of race, ethnicity, religion, national origin, gender identity, sexual orientation, age, disability, veteran status, and any other category protected by federal, state and/or local law.
