About Us

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. To support our ambitions for this next phase of growth, we are investing in enhanced capabilities - including a new marketing automation platform - and creating new roles across the teams to leverage these new opportunities. 

Sitting within the 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

Working in the Customer Relationships Team, this role is responsible for leading on the design, execution and maintenance of our automated marketing campaigns in our Exponea platform in order to meet the overall Consumer Revenue Group goals. Working with multiple stakeholders across the business including Acquisition, Customer Care, Customer Product and more, this role will work to translate strategic requirements from other teams into complex, multichannel customer journeys and experiences in the platform. This role will then monitor, optimise and create documentation for these journeys and their commercial impact.

Key responsibilities

  • Lead the design, testing, execution, maintenance and reporting of automated marketing campaigns across multiple audience segments using the Exponea platform
  • Manage the weekly reporting for customer journeys - ensuring everything is running in the platform as it should and that campaigns are meeting business and commercial objectives
  • Liaise with stakeholders across the business, but specifically the Customer Value and Engagement Strategy teams to understand their strategic requirements and translate these into customer journeys
  • Liaise with the Design and UX Manager in the team to create compelling user experiences across multiple channels
  • Champion new techniques using marketing automation, impacting campaign design, points within the customer journey, content development, engagement strategies and conversions
  • Lead the process of best practice sharing to optimise the effectiveness of campaigns whilst identifying areas of improvement in execution
  • Liaise with the Contact Strategy team on the use of data for campaigns

Required Skills / Experience 

  • Experience working on Bloomreach / Exponea, Salesforce Marketing, Braze, Adobe, SailThru
  • 3 + years experience of working in a digital marketing role, executing digital marketing campaigns and applying, and analysing performance metrics
  • Practical experience in managing all technical aspects of marketing automation and CRM integration
  • A passion for staying ahead of digital trends and the application of modern marketing techniques
  • Data-driven, analytical mindset - experience working with data to devise, evaluate and optimise customer journeys based on data
  • Customer-centric - a passion for building insight-driven experiences that deliver value to a customer/ subscriber whilst also driving business impact
  • Commercially minded, with proven experience of delivering customer or business growth through marketing automation
  • Growth mindset - driven to continuously seek opportunities to grow business performance
  • Strong organisational and communication skills, able to manage multiple- stakeholders/ initiatives at a time and to deliver effectively in a fast-paced, collaborative environment


  • 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 are 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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