Subscriber Manager

About the Company

Flow aims to create a superior living environment that enhances the lives of our residents and communities by developing, acquiring, owning, and managing multifamily apartment buildings and the services and technology inside those buildings.

Fulfilling our mission will require an exceptional group of people whose collective output is greater than the sum of its individual parts. Our team members are energized by the opportunity to impact our residents’ lives in meaningful ways. They are bold and creatively ambitious, driven by relentlessly high standards, act with a sense of urgency and accountability, and always, above all, operate with integrity, loyalty, and trust.

About the Role

Flow is looking for a Subscriber Manager to act as the liaison between The Flow Trip brand and its community. A human who’s self-starting, problem-solving, highly personable, and ideating  — carrying the outward voice and tone of the brand into customer service and subscriber experience with detail-focused communication skills, and a talent for making people feel heard and important. Someone who can make meaningful connections between the numbers in an Excel sheet and customer feedback to drive subscription growth and retention through creative initiatives and project management. You’re able and willing to identify and get to the bottom of technical issues — if you don’t know the answer, you’ll find someone who does. You’re a jack-of-all-trades with an Olympic-worthy response time when it comes to emails, fantastic organization skills, and a knack for subscription retention and project/program management. Experience in customer service, creative and strategic marketing, and some experience in e-commerce wouldn’t hurt.

• Create and manage a consistent monthly subscriber communication schedule with updates, key dates, and new offers/initiatives while maintaining the tone and voice
• The human on the other side of the screen, the main point of contact, and first responder for all customer service questions as they relate to standard operating, transitional inquiries, fulfillment for subscribers and non-subscribers, shipping, etc. using the brand tone and voice
• Act as the liaison between the community and the Studio Team, communicate trends in feedback on the magazineStrategize on subscription management improvement, research customer experience improvement, ideate and develop subscriber incentives, and diligently track subscription growth and retention
• Act as the point of contact for entrants and winners of the annual Flow Photo ContestProblem-solve backend problems and work closely with the web team towards a seamless customer experience — WooCommerce, Shopify, MailChimp, AwardForce
• Troubleshoot technical issues. Not necessarily a tech wizard, but know the ropes of our different platforms (WooCommerce, Shopify, MailChimp, AwardForce, etc.), identify problems, and work with members of other teams, internally and externally, with the tools to help fix them
• Collaborate across various departments to ensure the big vision is working together. Work as a team to best support larger projects and goals
• Update the website to reflect accurate communication and timing around all things The Flow Trip and update product listings as the customer experience grows and improves

• A minimum of one to three (1-3) years of relevant experience in customer service and community engagement — creative brands preferred. Magazine experience is a plus
• Bachelor’s degree in a related field
• You are able to stick closely to the tone and voice of the brand through all communication channels
• You can demonstrate that you are a self-organized, self-driven, empathetic human and excellent communicator with a strong willingness to help
• Tech-savvy with some knowledge of e-commerce and ability to easily learn and navigate new subscriber and content management systems like Shopify, WooCommerce, MailChimp, Substack, etc.
• Experience documenting and analyzing trends using tools like Excel and G-Suite and using them to inform overall community management, initiatives, and communications
• Solid working knowledge of G-Suite and can easily create, manage, and optimize the capabilities of tools like Typeforms and Sheets for community management purposes

Benefits

• Comprehensive benefits package (Medical / Dental / Vision / Disability / Life)

• Paid time off and 13 paid holidays

• 401(k) retirement plan

• Healthcare and Dependent Care Flexible Spending Accounts (FSAs)

• Access to HSA-compatible plans

• Pre-tax commuter benefits 

• Employee Assistance Program (EAP), free therapy through SpringHealth, acupuncture, and other wellness offerings

Flow is proud to be an equal opportunity workplace and hires regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity and/or expression, pregnancy, Veteran status any other characteristic protected by federal, state or local law. In addition, we provide reasonable accommodation for qualified individuals with disabilities.