Skift

Customer Support

• Manage the customer support inbox and provide timely, thoughtful responses to questions about subscriptions, billing, event access, and membership benefits.
• Identify and resolve login, access, and account issues across Skift’s digital platforms.
• Track and follow up on overdue payments, assist with invoicing and renewals, and ensure accurate billing records.
• Call or email event attendees, new subscribers, and members to collect feedback, confirm details, and enhance their experience with Skift.
• Work closely with the subscriptions, events, and membership teams to ensure a seamless customer journey and share insights that improve retention and satisfaction.
• Maintain up-to-date customer records and contribute to improving internal support processes and resources.

Customer Experience Associate

Manager

• Build and own WLT’s global membership marketing strategy, designing multi-channel campaigns (email, social, partnerships) to drive new member recruitment and reduce churn.
• Create and optimize lead nurture sequences, continuously A/B testing messaging, timing, and offers to improve conversion rates.
• Track, analyze, and report on key KPIs (conversion, open, and renewal rates) to refine strategy and personalize outreach at each stage of the member lifecycle.
• Oversee the full membership lifecycle: from application review and onboarding to continuous engagement and successful renewals.
• Lead high-impact recruitment campaigns and maintain a proactive retention calendar that anticipates renewal windows to trigger re-engagement sequences.
• Write engaging monthly member letters and partner updates to keep the community connected and reminded of WLT’s ongoing value.
• Develop WLT’s messaging framework, writing compelling recruitment and retention copy across emails, landing pages, and reports that demonstrate ROI.
• Manage the Member Ambassador Program and regional meetups, handling venue logistics and integrating event marketing into the broader acquisition strategy.
• Build and maintain CRM dashboards that give leadership a real-time view of pipeline health and retention risk, while partnering seamlessly with cross-functional teams to ensure strategic alignment.

Membership Manager

Content Manager

• Design and manage sponsor-funded quantitative research projects end-to-end.
• Collaborate closely with the sales team on pre-sale ideation to pitch research-led proposals.
• Write and/or manage freelance talent developing sponsored content programs across formats.
• Leverage AI tools (Claude, ChatGPT) to accelerate early-stage ideation and desk research.
• Handle day-to-day interactions with sponsors to review deliverables and incorporate feedback.
• Research, script, and moderate partner events in both live and virtual formats.
• Collaborate with the internal studio team to continuously refine and evolve our product suite and research-based formats.

Branded Content Research Editor

Revenue Operations

• Build, own, and maintain Skift’s core executive database (the "Skift 5000"), mapping the people who control capital allocation across the global travel economy.
• Execute rigorous deduplication, enrichment, and contact tiering into three distinct rings across nine capital allocator categories.
• Establish smart merge logic across LinkedIn exports, event speaker lists, advisory client records, executive search contacts, and subscriber data.
• Take complete ownership of HubSpot as our core CRM, auditing the instance, fixing broken pipelines, and enforcing strict data hygiene.
• Build and unify our subscription data infrastructure across Recurly, Stripe, and MySkift to establish a single customer data model and automated Net Revenue Retention (NRR) tracking.
• Design and deploy automated, actionable reporting dashboards tailored to each distinct revenue team.
• Create scalable playbooks for event marketing operations, the subscription lifecycle, and sales pipeline management.
• Train internal teams on the systems you build—acting as an educator and an enabler, never a gatekeeper.

Revenue Operations Manager

Journalist

• Report and write across a variety of formats, seamlessly shifting between breaking news, original reporting, sharp analysis, and deep-dive enterprise stories.
• Move fast and think big: take responsibility for filing quickly on time-sensitive stories while keeping one eye on the longer-term trends shaping the region's travel economy.
• Stay deeply read-in on global and regional travel news, keeping a pulse on Skift’s coverage and the broader competitive landscape.
• Develop and break original stories by drawing on deep industry sources, regulatory filings, corporate disclosures, and your own relentless legwork.
• Exercise astute and ethical journalistic judgment in your everyday reporting and source interactions.
• Travel to cover critical industry events, Skift’s own global conferences, and participate in media appearances when opportunities arise.
• Communicate openly and share information regularly with colleagues, building strong, cohesive working relationships across our global, remote newsroom.

Customer Experience Associate

Membership Manager

Branded Content Research Editor

Revenue Operations Manager

South East Asia Reporter