Consumer Satisfaction & Retention Specialist, Circulation

About the Sun-Times

The Chicago Sun-Times is the hardest-working paper in America, covering the stories and issues that matter most to Chicagoans with depth, integrity, and grit. The newsroom has earned eight Pulitzer Prizes for its hard-hitting investigative reporting, in-depth political coverage, insightful sports analysis, entertainment reviews, and cultural commentary. An industry-leading innovator in local news, it has been recognized nationally for expanding digital and multimedia reporting platforms alongside its indomitable daily newspaper, which celebrated its 75th anniversary in 2023.

In January 2022, the Sun-Times merged with public radio station WBEZ with a shared mission to strengthen local journalism in Chicago. Under the banner of Chicago Public Media, Chicago Sun-Times Media, Inc. (CSTM) is now part of one of the largest nonprofit news organizations in the nation. This merger reinforces our commitment to serving Chicagoans with the news that matters most -– fact-based, unbiased journalism that is deeply connected to Chicago communities.

Opportunity

The Consumer Satisfaction & Retention Specialist is responsible for developing retention marketing strategies that sustain and grow Sun-Times home delivery total subscriber accounts, customer loyalty and revenue. Primary objective is to ensure customer satisfaction, loyalty, and ongoing engagement to minimize customer churn and attrition.

Responsibilities

• Responsible for developing and implementing strategies targeting existing print subscribers and ensuring they are continuously renewing their subscription.
• Responsible for developing and implementing corrective measures for customer satisfaction, utilizing feedback to improve services to strengthen our total subscriber base.
• Responsible for overseeing the Sun-Times print subscriber onboarding programs and initiatives to drive retention, and enhance the overall subscriber experience.
• Responsible for developing and implementing a print subscriber loyalty program.
• Enhancing the customer experience. Benchmark and track trends in savings, retention and prevention. Coming up with fresh ideas for improvement.
• Partnering with the Marketing team on local events that have the potential to target Sun-Times readers.
• Responsible for developing and implementing subscriber surveys and questionnaires to learn more about the experience of customers and understand their needs and wants by working with the Marketing division.
• Responsible for tracking customer satisfaction and retention program performance.
• Responsible for developing and coordinating retention promotions.
• Increase revenue through up-selling initiatives and providing other product services to existing subscribers.
• Responsible for controlling customer reverts working with the call center and retention vendor.
• Examine and leverage consumer data to identify areas that require improvement and formulate a long-term strategic goal. Identify market trends and monitor competitor actions.
• Communicating campaign deliverables, objectives and timelines to the customer service team.
• Ensuring all programs are in compliance with the Alliance for Audited Media rules and regulations.
• Collaborating and communicating effectively with all stakeholders and teams across the organization.
• Working on special projects, initiatives, promotions and other programs as needed at the direction of the Sales & Marketing Director or Vice President.
  
  

Qualifications

• Local resident - position will be required to visit potential business partners and retail outlets. Bachelor's degree or equivalent work experience
• Prior sales, consumer retention and customer service experience
• Proficient in analyzing customer data to identify trends, preferences and potential areas for improvement in a retention strategy
• Prior newspaper or print subscription experience a plus
• Capacity to collaborate with cross-functional teams, including marketing, sales and product development to align strategies for overall customer satisfaction
• Ability to prepare and deliver presentations to potential business partners
• Efficient organization and prioritization of tasks to meet deadlines and manage multiple projects
• Excellent interpersonal and communications skills
• Detail-oriented with sales and marketing analytical skills.
• Computer literate using Microsoft office, Google docs, sheets and Gmail
• Reliable transportation, valid Chicago driver's license and proof of insurance
  
  

What We Offer

• A competitive salary and benefits package which includes medical, dental, vision, vacation, holidays, life insurance, disability coverage, retirement savings, and a commuter benefits plan
• Opportunity to work within a collaborative team culture
• A flexible work schedule
  
  

Opportunity to be part of an iconic brand and help build the future of local news!

The information contained in this job description is not intended to create any contractual or other legal commitment. CSTM may change the content or format of this job at any time at its sole and exclusive discretion without notice. This role does not offer sponsorship employment benefits.

COVID-19 Requirement: CST requires all staff to be fully vaccinated against COVID-19 and provide proof of vaccination hire.

CSTM does not discriminate in its employment decisions based on race, ethnicity, gender, sexual orientation, religion, age, disability, citizenship or national origin, veteran status, or on any other basis, which would violate any applicable federal, state, or local law.

CSTM is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.