Subscription Operations Manager

This newly created position of a Subscription Operations Manager marks a new chapter and a strategic shift in how we manage and grow our subscription business across print & digital platforms, as we undertake a significant digital transformation and take greater ownership of our subscription operations in-house.

The Subscription Operations Manager will play a central role in running and owning the day-to-day operational engine that powers our subscription business. You will become the go-to expert on the Immediate subscription platform, and you will work closely with key teams including Print Production, Distribution, Finance, Marketing, and Product to deliver a seamless operations function. This is a unique opportunity to shape the future of our Subscription Operations function and have an impact on subscription growth & revenues.

As a Subscriptions Operations Manager, you will:

• Help design and implement new internal workflows and processes, ensuring operational continuity and excellence.
• Act as the functional lead - overseeing setup, workflows, data integrity, issue resolution, and cross-platform integrations.
• Manage Subscription Operations, overseeing daily operations for both print and digital subscriptions, ensuring timely fulfilment and issue resolution.
• Partner with Print Production, Distribution teams and Customer Services team to align subscriber fulfilment schedules and address delivery issues; work with Finance to reconcile billing and revenue data; coordinate with Customer Marketing for acquisition and retention campaigns.
• Continuously evaluate and improve subscription processes to enhance operational efficiency, reduce complexities, and support scalable growth.
• Partner with Customer Service to troubleshoot subscription issues and ensure a seamless customer experience from sign-up to renewal or cancellation.
• Assist in the month-end process and partner with the Finance team in associated reconciliations.
• Assist in launching new subscription offerings, testing pricing models, and improving retention communication processes.
• Ensure data accuracy across platforms and compliance with regulatory and privacy requirements.
• Monitor key subscription KPIs and generate insights to drive operational and strategic decisions.

Requirements:

• Extensive experience in subscription operations, preferably in media, publishing, or a recurring revenue business.
• Experience working with subscription billing platforms and strong understanding of print and digital subscription workflows.
• Strong organisational and project management skills, with the ability to manage multiple priorities effectively.
• Process-oriented with a passion for efficiency and customer-centric operations, always looking for simplifying and reducing manual interventions.
• Excellent interpersonal skills and the ability to build strong relationships with stakeholders at all levels.
• Experience with ticket management and work management tools.
• Excellent listening and communication skills.
• Outstanding problem-solving skills and attention to detail.

Benefits:

• A relaxed working environment with regular socials including a summer festival.
• Supportive well-being initiatives and benefits, talks & workshops, and Mental Health First aiders & Champions.
• 25 days holiday plus a day for your birthday. Our offices will be closed between Christmas and New Year’s which are in addition to your annual entitlement.
• Tailored training and development through both our in-house learning platform and LinkedIn Learning.
• A progressive and transparent culture focused on your development.
• Flexible / hybrid working plus early finish Fridays.
• Cycle to work scheme.
• Enhanced Family Policies including paternity, adoption and surrogacy leave. We also provide a pregnancy loss, fertility, and carers policy.
• Competitive pension plans and Life Assurance.
• A newly renovated modern office with lots of collaborative spaces.

At Immediate, we pride ourselves on our open, inclusive, collaborative, and dynamic culture that empowers our people to thrive and give their best. We care deeply about our people, our local communities and the impact we have on the environment. Our active Diversity & Inclusion network, comprehensive well-being programs, and clear sustainability strategies reflect this commitment. People are at the heart of our business and creating a diverse and inclusive working environment is important to us. Immediate is an equal opportunities employer. We’ll never treat anyone less favourably because of their sex, gender reassignment, pregnancy and maternity, marital/civil partnerships, sexual orientation, race, nationality, ethnic origin, age, religion or belief or disability. We’re also committed to supporting applications from those who are returning to work following a career break, maternity leave or caring responsibilities. Immediate is a place you can grow, be supported, and make a difference.