Description

Supporting the Senior Retention Manager, you will be responsible for driving retention of our existing subscriber base through a multi-channel marketing approach, with the objective of retaining subscribers and driving revenue.

You will be able to work both proactively and reactively to deliver multi-channel campaigns to improve retention across our Online, Pending Cancellation, Win back and Payment Success - therefore driving retention across our Digital subscribers. You’ll be confident working with a variety of stakeholders, and adaptable to new challenges. You’ll work closely with the wider Subscriptions business to optimise existing processes and launch new initiatives.

Key Responsibilities

• Own the quarterly planning process for retention marketing; develop and implement plans to mitigate churn and drive in-life value.
• Lead on the overall strategy and day-to-day management of retention marketing campaigns across key life cycle stages including Proactive Retention, Pending Cancellation, Win back, Grace Period and Card Expiry.
• Work closely with the Commercial Manager to drive optimisations to the customer life cycle and churn journey, with the aim of driving save rate and revenue improvements across our Onsite, Live Chat and Voice channels.
• Lead on the identification and integration of new marketing tools and approaches, including but not limited to Paid marketing, Adobe Experience Platform and Movable Ink.
• Use data, readership habits and the news agenda to leverage Telegraph content in order to drive perceived value and retention within our retention campaigns and key customer touch points.
• Provide weekly reporting of marketing performance and analysis of risks and opportunities to the wider team. Use this analysis to build plans which maximise opportunities and mitigate risk.
• Utilise subscriber data, research teams, competitor analysis and website analytic tools such as Quantum Metric to identify areas of improvement in the cancellation journey.
• Collaborate with the wider Subscriptions teams including Retention, Engagement, CRM and Insights to mitigate cancellation attempts through proactive campaigns and subscriber journeys
• Management of Marketing Executive, setting tasks to assist in the delivery of retention initiatives.

Requirements

• Some experience in a commercial retention environment.
• Understanding of core marketing KPIs and ability to identify and influence marketing performance.
• Analytical mindset with the ability to use data to identify, understand and influence trends.
• Experience delivering tangible performance improvements in a marketing environment.
• Excellent communicator, with the ability to explain complex issues succinctly.
• Strong stakeholder management skills, with experience building relationships across levels and disciplines.

• Positive, can-do attitude with an ability to take initiative and proactively pursue opportunities.
• Excellent attention to detail, planning, organisational and time management skills with the ability to work to competing tight deadlines under pressure, with a positive attitude.

Benefits

The nature of our industry means life at the Telegraph Media Group is fast-paced, demanding, and interesting. We also want it to be rewarding for everyone who works here by creating a suite of benefits that contribute to lifestyle choices and leisure activities. From dynamic working opportunities, medical cover, and equal parental pay (six months fully paid for mothers and fathers), to life assurance and season ticket loans, you can choose from a range of flexible benefits, designed to support your lifestyle and help you achieve a healthy work-life balance.

Training and development

The successful candidate will be provided with training on all tools and reports required for the role.

With support from your manager and colleagues, you’ll also have access to a variety of training and development opportunities through The Academy. Covering a range of personal and professional skills, our courses enable you to develop an enjoyable and rewarding career.

Our commitment to inclusion

We want you to feel you belong here and welcome candidates from all backgrounds. Our organisation is on a continuous journey to achieve this sense of belonging, with focused inclusion policies, training, and internal networks. We believe it’s not only the right thing to do but that there’s a strong business case to support it. Because if you feel you belong, you’ll feel more comfortable, so you’ll be more likely to achieve your best.

We have a number of internal networks that are totally inclusive and open for anyone to join. These include internal inclusion networks covering employees from ethnic minority backgrounds, working families, LGBTQ+, disabilities and long-term conditions, gender, wellbeing, and women in tech.