Retention Marketing Manager

The role

This role develops and delivers retention and customer value programmes for B2C audiences including FT Digital and Print subscribers. You will create programme plans for cancel-save, winback, renewals, upsell, and cross-sell to increase revenue and reduce cancellations.

What you will do

• Set the direction and roadmap for Cancel-Save and Winback programmes
• Handle and optimise the renewal programme including Step Up and subscription reminders
• Develop the annual upsell and cross-sell plan
• Translate programme priorities into objectives, customer journeys, and briefs
• Deliver campaigns and initiatives with relevant collaborators
• Handle service communications across email and mail
• Manage operational partners including lettershop relationships
• Own the performance of programmes using customer and commercial insight
• Contribute to weekly commercial reporting and performance updates
• Contribute to Customer Experience & Lifecycle Centre of Excellence frameworks

Required qualifications

• Experience delivering and optimising CRM, lifecycle, retention, renewal, upsell or other commercially focused customer programmes
• Strong analytical skills to interpret customer and commercial performance
• A test-and-learn approach with experience developing and evaluating experiments
• Ability to develop programme plans and roadmaps and manage initiatives from briefing through implementation
• Strong commercial judgement regarding retention, pricing, upsell and customer engagement
• Experience collaborating across analytical, marketing, technical, operational and customer-facing teams
• Strong communication and relationship management skills
• Ability to create clear, detailed briefs for customer journeys and communications
• Strong attention to detail regarding customer communications and compliance
• Ability to manage multiple programmes and priorities

Nice to have

• Experience working in a subscription-based or B2C environment
• Experience working across multiple customer audiences or propositions

Benefits

• Generous annual leave
• Medical cover
• Inclusive parental leave packages
• Subsidised gym memberships
• Opportunities to give back to the community

About the company

The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy. It has a mission to deliver quality information and services worldwide.