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Across the FT Group, our people are united by a mission to deliver world-class information, news and services to our global audiences. We're a digital-first organisation made up of journalists, technologists, product managers, event planners, strategists, commercial and finance experts, marketing and communications specialists - and much more. Our strength is in our employees.

Our commitment to diversity and inclusion in the workplace

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

The Customer Relationship Team

FT’s Consumer subscription business has reached a level of maturity and sophistication, and we are now moving into the next phase of our subscription strategy, which calls for an ever-greater focus on customer needs, lifetime value (LTV) and nurturing valuable relationships.

Sitting within the newly formed Consumer Revenue Group (responsible for individual consumer subscriber revenues and profit for the FT), the Customer Relationships Team is focused on driving engagement, managing retention/ churn and increasing customer value of the subscription base. The team’s objective is to build strong and valuable customer relationships through engagement in FT journalism & content, creating community experiences and delivering first-class subscription experiences that drive customer loyalty and advocacy.

The Role / Position Overview

This is a role for someone who is motivated to champion the voice of the customer in decision making, is commercially-minded and has a desire to influence strategy. Reporting to the Director of Customer Relationships, the role owns the remit to provide insight and recommendations into the base management strategy, helping to ensure that the overall commercial targets are met. 

The role will be required to maintain a thorough understanding of our subscriber and registered users needs and behaviours, gathering insights and monitoring trends - both internal and external - to help define the marketing strategies that drive growth, engagement, retention and advocacy. 

You will be working closely with a number of departments across the business - acquisition marketing, BI, data and analytics, customer care, research and insight,  to gather and collate knowledge , and to make recommendations to the CRT on new opportunities or challenges to address. 

In practice this means you will 

  • Help define, maintain and evolve our approach to customer segmentation 
  • Monitor engagement, retention and behavioural trends of the B2C subscriber and registered user base, identifying risks and opportunities across customer segments 
  • Collaborate with teams such as Business performance team, Customer Care, Analytics, Research and Audience Engagement to gather insights and data to bring back to the team
  • Bring together qualitative, quantitative and marketing campaign performance data to make recommendations on strategy and tactics
  • Work with colleagues across the Customer Relationships team to define specific objectives by segment across the lifecycle, ensuring that overall strategic objectives and the annual and quarterly targets are met across the full spectrum of customer relationship marketing activities
  • Contribute to the quarterly and annual forecasting cycle
  • Define our reporting, analysis and data science model requirements & gaps, working with relevant teams to produce dashboards and other insight tools
  • Be the absolute expert on our customers - what their needs and motivations are and how the FT can leverage that to drive conversion, engagement and retention across the subscriber lifecycle
  • Share regular updates across the Customer Relationships team and wider Consumer Revenue Group to keep the team informed on new insight and trends

Required Skills / Experience 

  • Excellent analytical,  critical thinking and problem solving skills
  • Excellent written and verbal communication skills 
  • Passion, ambition and eagerness to challenge the status quo and drive positive change in the organisation 
  • Experience working within or closely with a base management marketing team, ideally focused on customer engagement and/or retention and loyalty 
  • Customer-centric - a passion for building insight-driven experiences that deliver value to a customer/subscriber whilst also driving business impact
  • Data-driven, analytical and curious mindset - experience working with data to craft narratives, hypotheses and insights 
  • Commercially minded, with proven experience joining the dots between data and business growth opportunities

Desirable

  • Experience in a similar industry or with similar recurring revenue/subscription models

What’s in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here.

Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help. 

 

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