StationForge Relationship Manager

Primary Goals

1. Strengthen Stakeholder Relationships

   • Build and maintain strong relationships with customers, partners, merchants, influencers, and affiliates

   • Act as the primary bridge between the company and its community

   • Represent StationForge's values and vision in all external interactions

2. Data-Driven Relationship Management

   • Leverage customer data to develop personalized engagement strategies

   • Track and analyze relationship metrics to measure success and optimize approaches

   • Implement a systematic approach to customer segmentation and targeted communications

3. Improve Customer Lifetime Value

   • Develop and implement strategies to reduce the monthly churn rate, with special focus on new subscribers (0-3 months)

   • Create tenure-based engagement programs to increase average subscriber lifetime beyond current x months

   • Implement early warning systems to identify and proactively engage at-risk subscribers

4. Community Development

   • Build and nurture vibrant communities around major product lines (GrimGuard, Scavenger)

   • Foster connections between digital and physical product users

   • Facilitate user-to-user interactions and knowledge sharing

5. Revenue Optimization

   • Develop strategies to increase combined LTV beyond current

   • Create cross-selling opportunities between subscription and store purchases

   • Identify and capitalize on upselling opportunities based on customer segment and behavior

6. Identify and Manage Collaboration Opportunities

   • Identify and manage collaboration opportunities with other miniature studios, platforms, and retail outlets

   • Develop strategic partnerships that align with business objectives

   • Evaluate partnership opportunities for potential value and fit

Key Responsibilities

Partner & Affiliate Management

• Identify and onboard new merchants or affiliates

• Maintain regular communication with merchants

• Handle inquiries about licensing, partnerships, or bulk purchases

• Nurture relationships with tabletop influencers, YouTubers, and reviewers

• Develop and manage a structured influencer program with clear benefits and metrics

Tenure-Based Relationship Management

• Develop and implement distinct engagement strategies for different subscriber tenure segments:

  • New Subscribers (0-3 months): Focus on onboarding, education, and early engagement

  • Mid-Term Subscribers (6 months - 2 years): Emphasize community integration and cross-selling

  • Long-Term Subscribers (2+ years): Prioritize loyalty recognition and advocacy development

Customer Loyalty & Engagement

• Coordinate giveaways, contests, and loyalty rewards to boost engagement

• Follow up with lapsed customers to understand their reasons and re-engage them

• Design and implement a comprehensive subscriber retention program with:

  • Personalized onboarding journeys for new subscribers

  • Regular value reinforcement communications

  • Milestone recognition and celebration

  • Proactive intervention for subscribers showing disengagement signals

  • Customized renewal incentives based on subscriber value and behavior

Re-engagement Campaigns

• Develop and execute strategies to re-engage:

  • Lapsed subscribers who have cancelled

  • One-time store purchasers

  • Inactive customers

Retail Development

• Reach out to local and international retailers interested in selling StationForge physical products

• Manage relationships with distributors and negotiate bulk deals

• Develop market-specific relationship strategies for:

  • Primary Market: United States

  • Secondary Markets: European countries (Germany, France, etc.)

Product Line Community Building

• Create and nurture dedicated communities around major product lines:

• Organize and facilitate community events, both virtual and in-person

Communication & Support

• Offer support for any discord support tickets

• Coordinate with the marketing team to keep the community informed on updates

• Develop and maintain a communication calendar for regular touchpoints

• Ensure consistent messaging across all channels and customer segments

Seasonal and Promotional Planning

• Develop relationship management strategies aligned with seasonal patterns:

  • Holiday season (December-January)

  • Black Friday/Cyber Monday period

  • Summer Sale period (August)

  • Coordinate with marketing on promotional calendars and special events

Store-Subscription Integration

• Develop strategies to:

  • Convert store customers to subscribers

Market Intelligence & Reporting

• Collect feedback from the community

• Identify trends in buying behavior or unmet needs in the hobby community

• Provide monthly reports on partner satisfaction and retention metrics

• Develop and track KPIs for relationship management success

• Create segment-specific performance dashboards

• Analyze customer behavior patterns to identify opportunities

• Provide actionable insights to product and marketing teams

Ideal Profile

Background and Experience

• Background in customer success, partnerships, or community management

• Passion for tabletop gaming, 3D printing, or digital miniatures

• Business development or sales experience is a plus

• Experience with data analysis and customer segmentation

• Proven track record in subscriber retention for digital products

• Experience with community management tools and techniques

• 2+ years experience in relationship management, preferably in gaming or subscription business

Skills

• Strong communication skills (both written and verbal)

• Excellent interpersonal and relationship-building abilities

• Data analysis and interpretation capabilities

• Project management skills for coordinating multiple initiatives

• Problem-solving and conflict resolution abilities

• Familiarity with CRM systems and relationship management software

• Understanding of subscription business metrics (MRR, churn, LTV)

• Experience developing and implementing loyalty programs

Knowledge Areas

• Deep understanding of subscription business models

• Knowledge of customer retention best practices

• Familiarity with tabletop gaming community dynamics

• Knowledge of customer lifecycle management

• Understanding of the miniatures and tabletop gaming market

Personal Attributes

• Customer-centric mindset

• Data-driven decision-making approach

• Proactive problem-solving mindset

• Ability to build relationships across diverse customer segments

• Comfort with analyzing and interpreting customer data

• Adaptability to evolving customer needs and market trends

• Enthusiasm for StationForge's products and mission

• Self-motivated with ability to work independently and as part of a team

Performance Metrics

Success in this role will be measured by:

1. Retention Metrics

   • Reduction in monthly churn rate

   • Increase in average subscriber lifetime

   • Improvement in subscriber retention at key milestones (3, 6, 12 months)

2. Revenue Impact

   • Increase in average customer LTV

   • Growth in cross-selling between subscription and store

   • Expansion of revenue from partnerships and retail channels

3. Community Growth

   • Increase in community engagement metrics

   • Growth in active community members

   • Improvement in customer satisfaction scores

4. Relationship Quality

   • Partner and affiliate satisfaction ratings

   • Influencer relationship stability and growth

   • Retail partner retention and expansion

5. Conversion Metrics

   • Store-to-subscription conversion rate improvement

   • Success of re-engagement campaigns