At a Glance
- Tasks: Lead customer success strategies to enhance subscriber experience and retention.
- Company: Join the Daily Mail team at our vibrant London headquarters.
- Benefits: Enjoy 25 days holiday, pension plan, gym access, and more perks.
- Other info: Diverse and inclusive workplace committed to your growth.
- Why this job: Make a real impact on subscriber growth and customer journeys.
- Qualifications: 5+ years in customer success with a data-driven mindset.
The predicted salary is between 80000 - 100000 £ per year.
The Director of Customer Success is a key role with full ownership of the full subscriber lifecycle at the Daily Mail & Daily Mail+, with a target of reaching 1 million digital subscribers by FY2028. The role spans the full customer success picture, from onboarding through to long-term retention and revenue maximisation, ensuring every subscriber is treated in the best possible way throughout. This role will heavily influence our net growth performance by working closely with our Acquisition, Product & Editorial teams and serving relevant performance & customer data to grow our subscriber base sustainably. Reporting to the Group MD Subscriptions, this is a senior role with direct responsibility for the overall subscriber experience, maximising lifetime value, minimising churn, and creating/maintaining excellent customer journeys. It requires a customer-obsessed, commercial mindset, a data-driven approach, and the ability to work closely with editorial, product, acquisition and, particularly, data analytics teams.
Main Responsibilities
- Retention strategy & trading — define and execute retention programmes, including win-back, save, and pause initiatives, with clear ownership of churn and save rate targets.
- Subscriber lifecycle & experience — own the end-to-end subscriber experience, from the moment a user becomes a customer through to long-term retention.
- Customer journey — develop and continuously improve customer journeys across all relevant touchpoints, identifying and addressing key drop-off points.
- CRM strategy & execution — lead data-driven CRM across the subscriber base, ensuring personalised, timely communications that drive engagement and reduce churn.
- Pricing & lifetime value — manage pricing strategy across the customer lifecycle and own LTV modelling to inform commercial decisions & acquisition trading activity.
Person Specification
- Senior experience in customer success, retention, or lifecycle marketing — ideally with experience in subscriptions within a digital business; experience in the media industry would be an advantage, though not essential.
- A customer-obsessed and commercial mindset, with a data-driven approach.
- Strong commercial acumen with a track record of owning churn, LTV, and revenue metrics.
- Deep understanding of CRM and data-led personalisation.
- A strategic thinker who can also operate at pace in the detail.
- A minimum of 5 years of experience of leading people.
Package Description
Our benefits package increases the longer you’ve been with us. Here’s what to expect: 25 days’ holiday (increasing by 1 per year up to a total of 30), pension plan and life cover, discounts on online shopping, dining cards and vouchers, and access to our Employee Assistance Programme, onsite gym, subsidised canteen and onsite nurse and GP clinics.
Our Commitment
We are committed to increasing diversity and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status, or disability. We are Disability Confident Committed. Please let us know if you require any recruitment documentation in other formats or if you require reasonable adjustments to be made during the recruitment process. Please be assured that any such information will be held separately to your recruitment application and will not be considered as part of the selection process.
Director of Customer Success in London employer: dmg media
dmg media is an exceptional employer that fosters a dynamic and collaborative work culture, where innovation and strategic thinking are highly valued. Located in a vibrant area, employees benefit from a supportive environment that encourages professional growth and development, alongside competitive benefits that enhance work-life balance. Joining dmg media means being part of a forward-thinking team dedicated to shaping the future of talent acquisition.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at dmg media. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like dmg media before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director of Customer Success in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to dmg media:Your cover letter is your chance to shine! Tell us why you want to work at dmg media specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at dmg media!
How to prepare for a job interview at dmg media
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
