Audience Success Specialist

The Audience Success Specialist plays a key role in supporting Springfield Business Journal’s commitment to delivering an exceptional experience for subscribers, readers, and partners. This position ensures the smooth operation of SBJ’s circulation processes, provides high-quality customer service, and drives audience engagement and retention across SBJ’s print and digital platforms.

The Audience Success Specialist serves as a central connector between subscribers, internal departments, and distribution partners—promoting clarity, responsiveness, and operational excellence. This role emphasizes accuracy, communication, and service-focused execution across all audience touchpoints, ensuring that each interaction reflects SBJ’s mission as the business authority for southwest Missouri.

In addition, the Audience Success Specialist contributes to SBJ’s broader audience growth initiatives as the organization expands its reach through new markets, products, and engagement strategies.

• Serve as the primary point of contact for subscriber inquiries related to billing, account management, delivery issues, and general support.
• Provide timely, professional responses by phone, email, and in-person interactions.
• Offer onboarding assistance to new subscribers to ensure a smooth and welcoming experience.

• Process new subscriptions, renewals, payment updates, and account changes accurately in CRM and circulation systems.
• Reconcile daily subscription transactions and prepare internal circulation reports.
• Coordinate with distribution partners to resolve delivery issues promptly and maintain service reliability.

• Support SBJ’s audience growth initiatives, including retention campaigns, onboarding workflows, and promotional outreach.
• Prepare and send welcome materials, renewal reminders, and audience communications as scheduled.
• Pull and review subscriber engagement reports (email opens, bounce rates, delivery exceptions) to identify trends or issues.
• Collaborate with editorial, events, and marketing teams to ensure consistent and timely communication with subscribers.
• Provide insights and feedback from readers that improve SBJ’s products and services.
• Support event operations and follow-up activities as needed.

• Maintain subscriber records, service notes, and documentation with accuracy and attention to detail.
• Maintain inventory of promotional materials and fulfill subscriber gifts or incentives.
• Archive audience feedback, testimonials, and service issues for internal review and process improvement.
• Operates with professionalism, responsiveness, and a strong customer-first mindset.
• Builds trusting relationships across departments and with external partners.
• Thrives in a fast-paced environment and adapts quickly to evolving needs.
• Demonstrates accuracy, follow-through, and a commitment to high-quality service.
• Embodies SBJ’s identity as the business authority and a valued community resource.

• High satisfaction and positive feedback from subscribers and partners.
• Accurate and timely processing of subscription transactions and account updates.
• Improved subscriber retention and engagement through proactive service and communication.
• Effective coordination with distribution partners resulting in minimized delivery issues.
• Reliable, organized documentation that supports internal decision-making.
• Strong contribution to SBJ’s ongoing audience growth and service excellence.

• Excellent written and verbal communication skills.
• Strong organizational abilities with high attention to detail and accuracy.
• Customer service experience, preferably within media, publishing, or subscription-based environments.
• Comfortable using CRM systems, email platforms, and office software tools.
• Ability to work independently while contributing to a collaborative team environment.
• Passion for local business, community engagement, and supporting SBJ’s mission.

• Experience with circulation or subscription management systems.
• Familiarity with audience engagement strategies and subscriber life cycles.
• Basic marketing or sales support experience is beneficial but not required.
• Contact Jessica Gilmore at