Join Us AS Manager, Retention, Online & Fulfillment
Company: Smithsonian Institution
Job description: We are currently accepting applications from current Smithsonian Enterprises Employees to fill the following
vacancy:Manager, Retention, Online & Fulfillment
Announcement Number: SE-25-0139
Number of Vacancies: OneOPEN DATE: 06/23/2025
CLOSING DATE: 06/27/2025
PAY BAND: J
SALARY RANGE: Commensurate with Experience
POSITION TYPE: Trust Fund
APPOINTMENT TYPE: Indefinite
SCHEDULE: Full time
DUTY LOCATION: New York, NYPosition Sensitivity and Risk:Open to Current Smithsonian Enterprises Employees OnlyWhat are Trust Fund Positions?
Trust Fund positions are unique to the Smithsonian. They are paid for from a variety of sources, including the
Smithsonian endowment, revenue from our business activities, donations, grants and contracts. Trust employees are
not part of the civil service, nor does trust fund employment lead to Federal status. The salary ranges for trust
positions are generally the same as for federal positions and in many cases trust and federal employees work side by
side. Trust employees have their own benefit program and may include Health, Dental & Vision Insurance, Life
Insurance, Transit/Commuter Benefits, Accidental Death and Dismemberment Insurance, Annual and Sick Leave,
Family Friendly Leave, 403b Retirement Plan, Discounts for Smithsonian Memberships, Museum Stores and
Restaurants, Credit Union, Smithsonian Early Enrichment Center (Child Care), Flexible Spending Account (Health
& Dependent Care).CONDITIONS OF EMPLOYMENT
- Pass Pre-employment Background Check and Subsequent Background Investigation
- May be required to complete a Probationary Period
- Maintain a Bank Account for Direct Deposit/Electronic Transfer.
- The position is open to current Smithsonian Enterprises Employees only. Proof of eligibility to work in the U.S.
is not required to apply.
- Trust applicants must meet all qualification and eligibility requirements within 30 days of the closing date of
this announcement.OVERVIEW
The Manager, Retention, Online & Fulfillment is responsible for retention marketing and insert promotions. In
addition, the manager will provide online reporting and modifications for ads and page maintenance. The position
will work on print orders in consultation with the other members of the Consumer Marketing team and oversee the
daily operations of our fulfillment services vendor.DUTIES AND RESPONSIBILITIESRetention
Manage retention marketing program, including renewal efforts to 750,000 subscribers, generating 197,000 orders
and $6.9M in revenue in FY24.
- Develop renewal creative and offer strategies.
- Work closely with Assistant Director and account team to develop billing strategies, including non-
traditional payment methods (PayPal, Apple Pay, etc.).
- Develop, test, and implement strategies to keep the businesses growing in profits, by increasing
revenue, reducing costs, or both.
- Work with fulfillment vendor to ensure flawless execution of existing retention programs and new
retention marketing strategies.
- Inventory control: set volumes, order and monitor inventory to ensure adequate stock. Manage stock
orders for renewals and billing to minimize costs.
- Analyze and resolve issues raised by operating reviews with fulfillment vendor.
Work with Assistant Director Online & Retention, Director of Strategy & Planning, Consumer Marketing Director,
and vendors to implement techniques for rolling out the new digital edition to renewal customers. Includes both
paid and “free” offers.
Online
- Maintain and update the monthly internet report (KPI report).
- Maintain and update the weekly and monthly paid search report for Digital marketing agency.
- Create, update or modify offers / landing pages warehoused at Inetz.
o Create URLs for these offers including adding Inetz and Google tags.
o Edits copy of existing offers.
- Modify ads for different units on Smithsonian websites as needed.
- Organize and maintain online ads.
- Ad-hoc projects related to Inetz Administrator tools updates:
o Modify Inetz offers / landing pages to accommodate multiple keycodes
o Pending digital edition launch – modify Inetz offers / landing pages to accommodate multiple
offers (print only, digital only, digital combo).
- Testing to make sure offers are working as expected.
- Renaming offers.
- Switching offers to the new templates.
Fulfillment
- Manage the weekly fulfillment of renewals and billing, from approval of pre-counts, to live fulfillment
counts, to confirmation all jobs have mailed successfully. Oversee the completion of billing and renewal
schedule changes and testing implementation by SFG.
o Review, track, troubleshoot, and instruct weekly priorities for tests to SFG.
o Review weekly renewal and billing selections to verify accuracy of expire selections, volumes,
and package assignments.
o Assist in the set-up of control and test renewal and billing instructions.
o Review and approve control and test promotion packages.
o Create test stock artwork and edit current stock artwork as needed.
o Create, proof, and approve imaging for control and test packages, in addition to any rollouts.
o Track and monitor the renewal and billing changes with SFG, keeping team aware of status and
due dates.
- Develop and manage operational fulfillment expense budgets for Smithsonian Renewals, Billing, Inserts
and Fulfillment services. Build, monitor and reconcile budget by working with both new business and
renewal teams. Manage and distribute expenses with the circulation team.
- Oversee fulfillment company invoices each month. Analyze, track, and code fulfillment company invoices,
and distribute to circ team for review, and follow up with fulfillment company on any questions from team.
Also responsible for coding of premium, renewals telemarketing, and other renewals, billing, and gift
related invoices and verification expenses.
- Manage the fulfillment postage account and record accounting entries.
o Track, research, and solve all discrepancies within postage account, total spend of over $2M a
year. This includes review of counts, amount charged, balance, rates, missing mailings, double
mailings, and any other potential discrepancies.
- Manage all aspects of billing for Smithsonian magazine, including test development and planning,
scheduling, and implementation. These duties include, but are not limited to:
o Design, test, and implement strategies to keep the businesses growing in both profit and net subs.
o Develop new billing series as needed for new marketing plans.
o Build, monitor, and manage to budgets.
o Control inventory: set volumes, order and monitor inventory to ensure adequate stock.
o Set up billing instructions for each direct mail campaign.
o Update billing and correspondence reports and create new reports as needed.
- Manage the insert card program, including insert opportunities outside of Smithsonian magazine.
Responsibilities include, but are not limited to:
o Build, monitor, and manage to budgets.
o Develop profit improvement strategies.
o Work with production on insert card printing and instructions
o Update insert reports and create new reports.
- Manage renewals and billing stock inventory usage.
o Monitor and alert Smithsonian and SFG to usage discrepancies in comparison to outgoing
mailings monthly.
- Prepare print orders for each issue in collaboration with Director, Consumer Revenue Planning and
Strategy.
- Update Issue Progress Reports on a weekly basis, assist Director, Consumer Revenue Planning and
Strategy on any issues between the plant and fulfillment house.
- Approve weekly supplemental issue counts in Director, Consumer Revenue Planning and Strategy’s
absence.
- Assist as required with weekly and monthly production reports, rapid report filing for AAM, and other
projects as needed.
- Update Renewal and Internet reports and test results.
- Send instructions for monthly wraps, review wrap counts, and wrap imaging.
- Create sample books and checks seeds for Billing and Renewals.
- Assist the Assistant Director, Online & Retention with analysis of internet campaigns.
- Assist with test development for renewals and internet.
- Complete creative changes to the art files.
- Assist with Affiliate Museum program order fulfillment and monthly report.
- Maintain databased archives of art files.
QUALIFICATION REQUIREMENTS:Education and Experience: To qualify for this position, applicants must possess a Bachelor’s degree from a four-
year college or university and 5+ years of experience managing magazine subscription campaigns across multiple
channels of sale, especially retention and magazine fulfillment services management.Experience required for this position is as follows:
- Skilled in compiling and organizing large volumes of information with a high degree of accuracy.
- Excellent communication, administrative, organizational and computer skills
- Microsoft Excel, Microsoft Word and Microsoft PowerPoint proficiency.
- Ability to work independently and manage multiple projects at once.
- Ability to organize and track a variety of projects in different stages of development.
- Excellent attention to detail.
- InDesign experience preferred.
Applicants, who wish to qualify based on education completed outside the United States, must be deemed
equivalent to higher education programs of U.S. Institutions by an organization that specializes in the
interpretation of foreign educational credentials. This documentation is the responsibility of the applicant and
should be included as part of your application package.Any false statement in your application may result in your application being rejected and may also result in
termination after employment begins.The Smithsonian Institution values and seeks a diverse workforce. Join us in “Inspiring Generations through
Knowledge and Discovery.”How To Apply:
Please forward a resume, and cover letter to:Please include the position title in the subject line.
Applications received on or before June 27, 2025, at 5:00pm (EST) will be considered. Resumes should include a
description of your paid and non-paid work experience that is related to this job; starting and ending dates of job
(month and year).What To Expect Next:
Once the vacancy announcement closes, a review of your resume will be made compared to the qualifications and
experience as it applies to this job. After a review of applicant resume is complete, qualified candidates’ résumés
will be referred to the hiring manager.Relocation expenses are not paid.
The Smithsonian Institution provides reasonable accommodation to applicants with disabilities where appropriate.
Applicants requiring reasonable accommodation should contact the point-of-contact listed in the “How To Apply”
section above. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. To
learn more, please review the Smithsonian’sThe Smithsonian Institution is an Equal Opportunity Employer. We believe that a workforce comprising a variety
of educational, cultural, and experiential backgrounds support and enhance our daily work life and contribute to the
richness of our exhibitions and programs. See Smithsonian EEO program information:
Expected salary:
Location: New York City, NY
Job date: Thu, 26 Jun 2025 04:05:08 GMT
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