Sr Analyst - Churn/Retention/Customer Journey
Inc. (NYSE: GCI) is a subscription-led and digitally focused media and
marketing solutions company committed to empowering communities to thrive. With
an unmatched reach at the national and local level, Gannett touches the lives
of millions with our Pulitzer-Prize winning content, consumer experiences and
benefits, and advertiser products and services.
Our current portfolio of media assets includes USA TODAY, local media organizations in 46 states in the U.S., and Newsquest, a wholly owned subsidiary operating in the United Kingdom with more than 120 local news media brands. Gannett also owns the digital marketing services companies ReachLocal, Inc., UpCurve, Inc., and WordStream, Inc., which are marketed under the LOCALiQ brand, and runs the largest media-owned events business in the U.S., USA TODAY NETWORK Ventures.
To connect with us, visit www.gannett.com.
Sr Analyst - Churn/Retention/Customer Journey
As the senior analyst on our Marketing Analytics team, you’ll have a key role in helping our team hit aggressive retention goals tied to retaining our print customers. Key expectations are analyzing factors that impact retention such as pricing, sales channels, delivery service, billing issues, and why customers churn. Individual maintains and oversees retention reporting for different touchpoints and recommend insights to optimize our channel performance.
The senior analyst will play a key role in the development and reporting of churn related insights by coordinating, extracting and analyzing customer churn and customer behavior related data. This role will work with and manage through large complex data sets and turn that data into key statistics and trends that will drive actionable insights for the business. The reports and presentations prepared by this role will answer business questions for internal customers focused on retention, churn, revenue, customer growth and customer behavior. While analysis, charts, and data points will generally be integral in responses to business questions, insights and recommendations as part of a coherent narrative are essential.
·Own retention analysis (one of our top 3 company North Stars) to frame the health of the business, track the success of our initiatives, and distill insights into a clear and compelling narrative.
·Leads regular reporting and analysis on key customer statistics such as voluntary and non-pay stops, lack of subscriber engagement, etc. and elevates the implications from your insights to make sure we're making the right decisions for the business and our customers
·Provides detailed analysis of all churn and retention related reports to the market level, cutting the data by multiple variables to uncover trends and insights
·Provide performance tracking and analysis of trends vs plan and campaign
·Analyzes and identifies trends or anomalies, developing findings into reports and presenting findings
·Partner with our larger Data Intelligence, Marketing Operations and Retention team members to design the analytical and data framework to identify retention reporting improvement opportunities, and help the team drive/track performance
·Work with cross functional teams of print and retention Marketing and Product managers, Data Intelligence and Marketing Operations, 3rd party providers, and other internal stakeholders
·Communicates effectively and can build and present findings to management
·Substantial database querying using front and backend tools in order to acquire data necessary for analytical needs
·Leverages data from all aspects of the organization to uncover impact to churn (including NPS, customer sat and loyalty, brand health, product performance/customer experience, competitive intelligence and syndicated industry research trends), etc.
●Bachelor’s degree in business analytics or data science preferred
●5+ years of data analysis experience (marketing analytics and print subscription-based experience a plus
●Strong analytical skills - ability to analyze data, decipher trends, and develop and explain the story behind the numbers. Ability to dive deep into data and identify trends or red flags.
●Advanced SQL skills (BigQuery experience). Optimization of queries of high complexity in large dataset. Scripting experience with programming languages such as Python a big plus
●Proficiency with Google Analytics, Excel, PowerPoint, and Tableau (or other relevant tools)
●Strong communication and presentation skills required
●Ability to work well in a fast-paced, very collaborative and environment
●Must possess a keen analytical mindset and high capability to plan, organize and prioritize work - balancing resources, skills and priorities to achieve success.
●Highly driven self-starter, motivated, and detail oriented
●Familiar with online and offline channels including call center, emails, direct mail are a plus
Gannett Co., Inc. is a proud equal opportunity employer. We are a drug free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation, or veteran status.
- Job Family Data Analytics
- Job Function General Administration
- Pay Type Salary