DIGITAL SUBSCRIPTIONS & CUSTOMER SERVICE MANAGER

Overall Responsibilities:

• Drives the growth of digital media subscriptions to meet or exceed the objectives of TH Media and Woodward Community Media plan, incorporating the values of ESOP culture.
• Works with appropriate staff to grow, and manage, digital subscriptions.
• Develops, recommends, and implements as appropriate, marketing strategies to maximize TH Media and Woodward Community digital subscription opportunities. 
• Plans, budgets, and controls digital subscription revenue and expenses.
• Recommends, develops, and implements department initiatives.
• Oversees customer service functions for all aspects of subscriber services.
• Adheres to all department standards and procedures.
• Participates in company committees as requested.

Specific Responsibilities:

• Generates digital subscription revenue by growing the number of digital subscribers, to meet the objectives and goals of the annual TH Media and Woodward Community Media plan, while operating within the approved expense budgets.
• Works with the THM/WCM Director of Sales, Director of Digital Operations, Marketing Manager, and other Key Managers, on digital revenue/subscriber acquisition and retention strategies and initiatives.
• Works with editorial team leadership on alignment of content consumption and customer acquisition strategies.
• Directs the customer service staff for sales and service while incorporating the values of ESOP culture.
• Manages digital subscription rate plans and structures.
• Responsible for the planning/budgeting process for digital subscription revenue and expenses.
• Develops and manages Key Performance Indicators (KPIs) to measure digital subscriber acquisition and retention initiatives.
• Hires, trains, develops, and evaluates Customer Service Representatives. 
• Develops, presents, and monitors sales efforts, sales contests, programs and incentives for Customer Service Representatives.
• Provides timely recognition of trends in the market in order to maximize gains and/or minimize losses resulting from such trends.
• Proactive in identifying and maximizing revenue opportunities from existing and new sources.
• Works with THM/WCM Distribution Operations Manager on sales and distribution initiatives.
• Coordinates collection of past due accounts with Corporate financial services with final responsibility for bad debt ratio for department.
• Maintains a “customer first” environment with pro-active commitment to internal and external customer service.
• Positively represents the company in the business community and be in tune with current trends.
• Attends networking events and activities.
• Networks with industry related peers and identify opportunities as necessary.
• Actively participates in all safety training sessions, applies safe practices to job tasks, and reports all safety-related concerns and incidents to Human Resources as quickly as possible.
• Positively represents the company in the business community and attends networking events as appropriate.
• Participates in company committees as requested.
• Participates and leads in the Great Game of Business.
• Other job-related duties as assigned.

Behavior:  Project a leadership image that is conducive to employee development, trust and responsible management.  Demonstrate, by attitude and action, a firm commitment to the development of employee owners.  Assertive, self-motivated, resourceful, open and communicative.  Accepting of new ideas and concepts.  Personal and social behavior to effectively represent the company among the public.  Preserves confidentiality.  Commitment to customer service.  Commitment to personal growth and development.  Maintains valid driver’s license and proof of insurance.

Skills:  Problem solving and analytical; logical and creative; business acumen; strategic thinking; results driven; ability to listen and interpret verbal and non-verbal language.  Above average communication skills; understands sales process and how to handle objections; customer focused.  Ability to perform within time constraints and meet deadlines.  Able to assume responsibility with little supervision.  Proficient in computer skills and understanding of business-related software applications.  Appropriate dress.  Maintains valid driver’s license and proof of insurance.

Knowledge: College degree or equivalent successful career track with minimum of five years in advertising, marketing, or business-related field.  Management experience with department responsibilities preferred.  A record of continuing education through participation in workshops, seminars and other educational opportunities.