Dow Jones Director, Client Retention in NEW YORK, New York

Job Description:

To take a holistic view across the Professional Information Business and Corporate Sales, of retention processes and client training & support globally - with a view to improving and optimizing both. This will encompass leadership, human resources, technology and client engagement. The successful candidate will oversee allocation of resources to service our clients’ changing needs - and the changing complexion of our business. This will encompass Risk & Compliance, Factiva, Newswires and all associated products.

The Director, Client Retention will be accountable for the development and implementation of client support and training strategies, to drive improvements to the process and activity around global retention - and ultimately, to directly map to improved retention rates across the business.

  • Hire, train, deploy and directly manage teams of up to 10 Product Training Specialists, based across two locations in the US and UK

  • To directly manage up to 8 US-based Client Engagement Specialists, working closely with Regional Sales Directors to ensure maximum client focus and efficiency

  • Design process around ongoing client support and training globally

  • In a matrix model with some indirect reporting lines, to influence and shape the overall retention strategy of the Corporate Sales business

Direct / dotted-line reports:

  • Initially up to 15 direct reports:

  • 8 Product Training Specialists - based in the US and UK

  • 7 Client Engagement Specialists based in the US

  • Potential dotted reporting line to 14 Client Engagement Specialists globally

Key Stakeholders:

  • Our clients

  • Sales organization - VPs, RSDs, salespeople, Client Advisers & Client Engagement Specialists

  • Sales Operations team

  • Client Insights team

  • Global client Service team

  • GM and Product teams

What do you need from me?

  • Five years experience in the online information industry - servicing subscription clients and a retention-based book of business

  • Ability to establish, lead, inspire and manage a team of global Product Training Specialists (client-facing training team)

  • Strong capability in process design, execution and management

  • Understanding of digital applications and other emerging technologies in the fields of AI, content management, collaboration and news dissemination

  • Ability to directly coach staff to improve skills and strengthen their performance

  • High level of Executive presence and ability to influence at a senior level

  • Willing to take responsibility for client loyalty and overall retention performance across the business

  • Ability to cope professionally with demanding sales goals and expectations

  • Degree level education

  • This role may require occasional domestic and international travel

This is an office-based position located in New York or Princeton.

Dow Jones , Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com . Please put “Reasonable Accommodation" in the subject line.

Business Area: REVENUE - CORP SALES

About Us

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

If you require assistance in completing the online application, please contact the Talent Management team for Application Help at TalentResourceTeam@dowjones.com