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Subscriber Community Specialist

Remote Marketing

About us

The Ken is a pan-Asian, digital publication headquartered out of Bengaluru, India. Founded in October 2016 by a team of experienced journalists and entrepreneurs, The Ken pioneered subscribers-only online business journalism.

In India and Southeast Asia, we offer our subscribers one original, deeply reported, analytical and well-narrated story every day.

Our subscriber community comprises innovative and successful entrepreneurs and senior executives; venture investors; policy makers; college students; and some of the best known and most innovative companies. We are also funded by a set of stellar investors, including Omidyar Network.

In India, we are headquartered in Bengaluru and have virtual offices in Delhi and Mumbai. In Southeast Asia, our full-time writers report from Thailand, Indonesia, Philippines, Singapore and Malaysia.

About the role 

4 years after starting out, The Ken finds itself in a unique situation. One that is an immense opportunity for an ambitious, smart and driven candidate interested in building a subscriber community. 

Because in the last 4 years we have crossed many milestones that are invaluable for any ambitious journalism and subscription startup.

  • From zero to 25,000+ paid subscribers, which is one of the largest globally for any subscriptions-based business journalism website excluding established ones like WSJ, FT, Economist etc.
  • From a single product (our daily India stories) to multiple ones, including newsletters, India and Southeast Asia subscriptions and soon, a podcast
  • From just retail subscribers to over a hundred institutional subscribers and over a dozen campuses
  • From just an annual plan to 3-year plans, couple plans etc.
  • From reporters in just India to 5 new countries in Southeast Asia
  • From just a WordPress website to native apps for iOS, Android and iPad and a world-class website with its own design language
  • From an unknown brand and concept, to India’s most trusted journalism brand in the business journalism space
  • Subscribers all over India and the world paying a premium for our journalism without us ever having to discount

Our subscriber community includes CXOs, VCs, working professionals, and students. This community is diverse and discerning. They expect to get the issues with their subscription experience resolved in the most effective and efficient manner. 

This is an important and strategic role for us and for our subscriber experience. This role will play a big part in understanding our products, subscriber issues, and over time improve product experience by giving consistent feedback to our product and engineering teams. We believe this role will play a big part in our subscribers’ experience and their retention.

The subscriber community specialist will own and deliver on the following: 

  • We receive mails ranging from feedback on our content to subscriber issues from our 25000+ paid and sometimes from the 300,000+ free subscribers
  • Reading the mails we receive daily and understanding the subscriber issues
  • Problem solve the subscribers’ issues and resolving them on the same day by responding to their mails
  • Understand over a period of time whether there are any patterns of subscriber issues and give feedback and recommendations to the Product, engineering teams
  • Look at ways to reduce the number of subscriber issues, and make the role more efficient and effective all the time
  • Build and manage the diverse subscriber community which The Ken has. The Ken’s subscriber community comprises CEOs, CXOs, VCs, working professionals, and students. This aspect of the role will grow as the person grows in the role

This role will report to the Marketing Manager at The Ken. This is a cross-functional role with several stakeholders. You will work closely with both the product, marketing, engineering teams and influence decisions in all teams to help drive our goals. 

The ideal candidate must have the following skills : 

  • Bachelor’s degree in any field, or equivalent training or work experience.
  • Command over conversational and written English. 
  • Have had experience of creating and managing a community even if it is followers on social media, Reddit, twitter accounts
  • Familiarity with journalism organisations is a plus
  • Familiarity with The Ken, whether as a paid or a free subscriber, is a plus

Experience

Minimum of 1 year experience building and managing customer community and in customer support

Compensation

One of our tenets is to offer the most competitive salaries and meaningful benefits we can to our colleagues. While we do keep an eye on what our peers or larger media incumbents pay, we are neither limited or guided by them. What this means is that promising candidates can almost always assume they will be compensated well.

Desirable Attributes

  • Self-driven and ambitious — the success of this role is driven by what the owner makes of it. The charter is limitless and there are few obstacles (except time and bandwidth). 
  • Execution-focused — It’s important to think and strategize. It’s even more important to do things, even when we don’t have enough time to analyse everything. We prioritise doing and work in short, quick turnaround cycles. 
  • Tenacity / Perseverance – Consistent reward of passionately striving to achieve results. Conveys strong need to win. Reputation for not giving up.
  • Resourcefulness / Initiative – Passionately finds ways over, around, or through barriers to success. Achieves results despite lack of resources. Goes beyond call of duty. Shows bias for action. A results-oriented “doer”.
  • Excellence / Ownership – Sets high stretch standards of performance for self and others. Low tolerance for mediocrity. High sense of responsibility.
  • Team Player – Reaches out to peers. Overcomes we-they. Approachable. Leads peers to do what is best for the company.

Subscriber Community Specialist

Remote Marketing
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