CRM Retention Manager London, England
Job description
CRM Retention Manager
Location: Harmsworth Media Headquarters – London
Position: Permanent
Job Introduction
This is a brand new role which will be crucial to success at Harmsworth Media. We are looking to recruit a CRM Subscriptions Retention Manager to support our digital subscription business and be the lead on helping us retain subscribers to inews.co.uk and the i newspaper. This is a permanent role and can be based in London or Hybrid.
Reporting to the Head of CRM, the purpose of this role is to help strategise, set up, run and optimise retention campaigns primarily for i Digital Subscribers, driving its successful implementation, feeding back insights to the wider subscription, editorial and product teams, to ensure subscriber retention and growth.
The role is accountable for:
- Owning and being the business expert in retention and engagement
- Leading on the definition of retention activity with the existing base, working closely with all central and local stakeholders (Product, Marketing, Design, Editorial) to define both communication and pricing offers
- Analyse current subscriber customer experience and processes to identify gaps and opportunities for improvement
- Define the delivery roadmap to drive improvements to achieve retention targets
- Responsible for the definition and monitoring of KPIs: churn, lifetime, lifetime value and customer satisfaction
- Be a point of contact for the internal Customer Service team and a 'go-to-person' for enquiries for i subscribers
- Create and own the communication cycle for sleepers and lapsed customers
Required Experience
- 3 - 7 years of CRM / Retention / Email Marketing experience
- An analytical thinker with experience analysing customer journeys, business processes, and successfully driving improvements
- Experience and success in defining, implementing and managing customer lifecycles and retention, in sectors operating a subscription pricing model would be a plus
- Detail-orientated and deadline-driven
- Strong analytical skills
- Passion for data and will be comfortable working with large data sets
- Proven track record of delivering results
- Knowledge of the digital marketing and publishing landscape
- Experience with SailThru & Piano would be a plus
- Working knowledge and understanding of HTML, CSS, and Javascript would be a plus
- Customer profiling and segmentation
Package Description
In return for their energy and ideas we ensure our people are well rewarded. Our benefits package increases the longer you've been with us. Here's what to expect:
- A hybrid work policy (everyone works 3 days a week in our Kensington office)
- 25 days' holiday (increasing by 1 per year up to a total of 30)
- Upon joining you will be automatically enrolled on the Pension Plan at the minimum level of 5% employee contribution, 3% Company contribution.
- Life cover under the Pension Plan of up to 3x your basic salary.
- DMGT Discounts (for discounts on online shopping, vouchers and reloadable cards)
- Subsidised canteen
- Onsite gym
- Onsite nurse and GP clinics
- Our Employee Assistance Programme
- Discounted dining cards
Plus many other benefits….
Our Commitment
Harmsworth Media is an Equal Opportunity Employer. All applications to Harmsworth will receive due consideration regardless of gender, ethnicity, religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category.
As an organisation, we strive for empathy, self-awareness, courage and integrity, collaboration, innovation and information seeking. All applications are reviewed in an anonymous nature and hiring managers are unable to see the personal information of applicants. This practice allows us to review skills and experience and removes bias from the recruitment process. We aim to create an inclusive environment, empowering employees and embracing diversity. We welcome all applications.
