Director of Customer Success
Position: Full Time/Permanent
Location: Daily Mail Headquarters, Derry Street, HSK, London, W8 5HY
About the Role
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
Plus much more...
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
