Senior Manager, Member Experience & CRM

Nerdy is seeking a Senior Manager, Member Experience & CRM to join our dynamic Member Experience & CRM team. In this role, you will shape our multi-channel CRM efforts to our Members. You'll lead our campaign orchestration strategies and execution across email, SMS, landing pages, direct mailers, social media, and ads.

Reporting to the Senior Director of Member Experience & CRM, you will work in conjunction with a team of designers and creatives to orchestrate multi-channel campaigns to drive business results. Your responsibilities will include defining campaign strategies by channel, executing the campaigns, and tracking performance.

The ideal candidate will be an operational thinker, where simplifying complex problems is paramount for success. You'll collaborate closely with designers and creatives, managing multiple priorities from business stakeholders, all while using data to guide your strategies. This candidate will also have a genuine interest in consistently testing and learning with their work to diligently push our MVPs to a higher bar.

This pivotal role will lead our efforts to enhance how our Member CRM campaigns across all Member lifecycle stages: leads, members, and churned members. The goals are to drive tutoring and non-tutoring engagement, reduce Member churn, and increase Member reactivations.

About Nerdy:

Nerdy (NYSE: NRDY) is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, and adaptive self-study. Their proprietary platform leverages AI to personalize the experience for Learners of all ages —from kindergarten to professional—in academic, test prep, enrichment, and certification subjects. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions.

Nerdy’s shareholder letters below explain the product and strategy and are the most effective way to learn about what the company is building. 

Q1-2024 Shareholder Letter

Q4-2023 Shareholder Letter

Q3-2023 Shareholder Letter

Qualifications

• Experience working for a DTC subscription business and a deep understanding of membership and membership retention.
• 5+ years of experience in lifecycle marketing, membership retention, and data analysis within a DTC membership business.
• Strong interpersonal skills with the ability to partner with senior & junior level business stakeholders. Excellent cross-functional collaboration skills is a must.
• Familiarity with design, creative, and web-UX processes & strategies.
• Uses an analytical approach to decision-making.
• Bachelor’s degree, preferably in Marketing or Communications.
• Deep analytical mindset with the ability to story-tell with large and complex data sets.
• Strong understanding of best practices across lifecycle email/SMS/push notifications in a subscription business and utilizing a wide-range of technologies to execute: ESP, CRM, CDP, CMS & BI.
• Outstanding professional references.

Responsibilities

• Sharp focus on increasing user engagement and reducing member churn for both new and existing Members. This includes implementing new campaigns, iterating on existing campaigns and consistently monitoring their impact to our key KPIs.
• Develop and implement best-in-class strategies to increase member engagement, reduce member churn, and increase member reactivations. All while maximizing our Member Satisfaction.
• Deep dive into data to develop quantitative and qualitative analyses into our various Member segments in an effort to better personalize our CRM campaigns. This will look like more accurate learning program recommendations + bridging students to their next learning needs.
• Work closely with Sr. Director to forge a world-class CRM team focused on building cutting-edge engagement, retention and reactivation campaign strategies.
• Build strong cross-functional relationships with our creative, design, retention, and acquisition teams to deliver a seamless end-user experience.
• Use data to target segments + sub-segments of our members to build customer loyalty and grow customer lifetime value.
• Ensure a low-effort customer journey by managing and optimizing our emails + SMS + landing pages + account management features.
• Embrace an aggressive testing approach, where A/B tests are being launched and monitored on a weekly basis to refine our campaigns and approach.

 

Varsity Tutors Leadership Principles

Relentless Focus on Customers * Comfort with Ambiguity * Ownership * Simplify * Intellectual Curiosity * Build Teams * Think Big * Insist on High Standards * Bias for Action * Build Trust * Go Deep * Have Conviction * Deliver Results * Are Right, a Lot

 

Benefits:

• Total Compensation Package including Competitive Salary and Equity (Restricted Stock Units) in the company

• Healthcare Plans (Medical, Dental, Vision, Life)

• 401k Company Matching Plan

• Maternity, Paternal, and Adoption Leave

• Remote Position

• Flexible PTO

• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)

• Unique opportunity to help transform how the world learns!

 

Nerdy is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Last updated on Aug 6, 2024