CX and Retention Executive

Nine is Australia’s largest locally owned media company. Working at Nine, you’ll have access to a unique range of experiences and opportunities, helping drive the success of the country’s most trusted television, radio, digital and publishing brands. 

Our content reaches almost every Australian - meaning what we do has real impact. We bring people together, celebrate the big moments, and capture the everyday ones.

Some of our most beloved brands have been part of Australian life for generations, and others - new on the scene - have already found their place firmly in our lives. We’re evolving and we need people like you to bring new ideas, innovate and make your mark.

The CX and Retention Executive works within the Audience Engagement team to deliver retention strategies, and collaborates with customer service teams to enhance audience connection, foster loyalty and deliver an exceptional subscriber experience.

This role is responsible for the development and execution of retention campaigns and initiatives, delivering key customer communications and optimising customer journeys for our Nine Publishing brands, including The Australian Financial Review, The Sydney Morning Herald, The Age and Brisbane Times. The role will collaborate closely with key internal and external stakeholders to continuously improve the subscriber experience, optimise revenue and prevent churn. 

Day to day you will:

• Execute retention campaigns and initiatives across owned channels and offsite channels
• Develop and build email campaigns to support retention objectives
• Manage customer communications about key changes, and ensure all stakeholders are well informed and equipped with the right information
• Monitor, update and optimise key subscriber journeys, including payments, renewals, and other late-lifecycle activities
• Update subscriber touchpoints to ensure that accurate information is available to our subscribers when they need it
• Use CRM platforms to deliver targeted communications to subscribers
• Use behavioural data and subscription insights to build compelling messaging and triggers to improve retention across the customer lifecycle
• Collaborate cross-functionally (e.g. with customer service, technology and product teams) to improve the subscriber experience

What you’ll bring:

• Experience in customer marketing, CRM or a data-driven marketing role
• Strong direct channel experience, including email and owned channels
• Demonstrated experience delivering creative ideas and innovative campaigns with an innate attention to detail 
• Data-driven approach to decision-making and the ability to apply critical thinking to problem-solving tasks
• Experience working in a fast-paced and highly cross-functional organisation, with the ability to manage multiple priorities and deadlines
• Understanding of current marketing principles, including digital performance metrics, channels, audience building and best practices
• Experience with marcomms platforms will be an advantage

How we work

At Nine, our flexible work options vary by role and team. Depending on the position, this may include flexible hours, hybrid work, or part-time arrangements. We welcome discussing your flexibility needs during the hiring process - just ask the Talent Acquisition team. 

Our employee benefits include:

• 18 weeks paid parental leave with no distinction between primary and secondary carers.
• Access to 'Employee Exclusives' program - a way of getting closer to our incredible brands, offering unique experiences, behind-the-scenes access, and awesome perks.
• Digital newspaper subscription to our mastheads.
• Annual gift voucher for Stan subscription.

More info at Nine Careers.

Our Commitment to Diversity and Inclusion:

We're committed to a safe, respectful and inclusive Nine. From day one, you'll be encouraged to bring your whole self to work and will be supported to perform at your best.

We encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, and of all ages, genders, nationalities, backgrounds and cultures as we recognise the importance and value of diverse perspectives. Should you require any adjustments to the recruitment process, please advise us when you apply.

Work rights: Please note to apply for this role you must already have the right to lawfully work and live in Australia.