Operations Lead

Location: Hybrid / Colston Ave, Bristol BS1 4ST, UK
job type: Permanent / Full-time
Sector and subsector: Commercial & Marketing | Media
Annual Salary range:from £ 30,000.00 to £ 36,000.00

Job Title: Operations Lead

Salary: Up to £36,000

Dept: Customer Marketing & Experience

Company description

Our Media is a leading special-interest content business, based in the buzzing, creative city of Bristol. We’re home to market-leading brands in craft, cycling, science and nature, homes and music.

We help our audiences pursue their passions through highly trusted, original content – in print, video and online. Our much-loved brands include BBC Science Focus, Gardens Illustrated, BBC Wildlife Magazine, YourHome and Simply Sewing.

We also have teams working with major charities, brands and membership organisations to help them tell their stories and engage audiences better - in print, video, and online.

Position

We are looking for a highly organised and process-driven Operations Lead to join our Customer Marketing & Experience Team, providing the operational support that underpins our subscription activity, fulfilment processes, and customer retention operations.

This is a role with genuine operational ownership. You will be responsible for ensuring that subscription processes, automated activity, and partner relationships are consistently performing to a high standard — monitoring performance, maintaining clear processes, coordinating with partners, and making sure issues are identified and resolved quickly.

We are looking for someone with a demonstrable track record of operational delivery — strong project management skills, a structured and methodical approach, and a genuine commitment to well-documented, scalable processes. Direct experience in subscriptions or loyalty is desirable but not essential.

The role reports directly to the Director of Customer Marketing & Experience and carries cross-functional responsibility across customer experience, fulfilment, customer service, CRM, and engagement.

Responsibilities

Subscription, Retention & Performance

• Own the day-to-day operational delivery of subscription BAU activity, including renewal communications, cancellation processes, and win-back flows
• Monitor the performance of automated subscription journeys and retention activity, flagging delivery failures, drop-offs, or emerging churn trends and coordinating prompt resolution
• Track and report regularly on key retention metrics — including renewal rates, cancellation volumes, and retention offer performance — surfacing concerns to the Director of Customer Marketing & Experience in a timely manner
• Support the operational implementation of pricing changes and retention offer mechanics, coordinating across relevant teams to ensure smooth execution
• Serve as the day-to-day operational contact for fulfilment partners and the customer service team, managing routine liaison and maintaining clear lines of communication
• Track and coordinate the resolution of fulfilment issues, maintaining documented escalation processes and ensuring problems are closed out effectively

Process & Documentation

• Own and maintain operational process documentation, ensuring workflows are accurate, accessible, and kept up to date
• Identify gaps or inefficiencies in existing processes and bring forward practical recommendations for improvement

A bit about you

• Demonstrable experience in a project management, project coordination, or operations role, with the ability to manage multiple workstreams and deliver to deadline
• Highly organised, with strong documentation habits and a structured approach to prioritisation
• A track record of building and improving operational workflows, with evidence of driving consistency and reliability in previous roles
• Demonstrated ability to read and interpret data — including performance metrics and trends — and translate findings into clear, accurate reporting
• Experience managing communication across internal teams and external partners, with a proven ability to keep stakeholders informed and escalation issues appropriately

Preferred:

• Exposure to subscription or membership-based business models
• Experience coordinating with fulfilment partners or third-party suppliers
• Experience in a customer-facing or service environment, with an understanding of how operational decisions affect the end customer

Using AI in your application

At Our Media, we recognise that AI can be a useful tool when searching and applying for jobs, and we see the value it can bring in the workplace.

We want to get to know the real you throughout our recruitment process, including your skills, experience, ideas and potential. If you choose to use AI as part of your application, we encourage you to do so thoughtfully and ensure your application reflects your own experiences, achievements and voice.

Curiosity, creativity and originality are important to us, so we're keen to understand what makes you unique and how you could contribute to our team.

Need additional support?

Creating an inclusive and accessible recruitment experience is important to us. If you require any reasonable adjustments or additional support at any stage of the process, we're here to help.

We respect and value differences. We believe that when people from different backgrounds and with different perspectives work together, we can create the most value for our people, readers, customers, and society. If you are excited about this role but your experience doesn't align perfectly with everything listed in the job description, we encourage you to apply anyway, as you may still be a good fit for this or other roles.

We’re striving to create a more diverse and inclusive environment and to ensure our content is representative of all our audiences. We have established six internal D&I network groups to help our people feel supported and included, and to provide an open environment for people to network, mentor and exchange ideas, solutions, and experiences. If there is anything we can do to make our recruitment process more accessible for you, please do let us know at recruitment@ourmedia.co.uk .

Flexible and hybrid working

We know we create great things and have fun when we come together in person and collaborate. We also know that working from home brings great benefits in terms of being able to focus on our work, and manage our personal lives around our roles. With this in mind, we have established a hybrid working pattern, with 60% of the working week spent in the office.

Our people also benefit from a flexi time policy, and a flexi location policy which gives everyone the opportunity to work from another location for two weeks during the year.

We are open to discussion about flexible working requests for any flexibility needs not covered by these policies.

Company benefits include

• Pension contribution matched to 5%
• Season ticket loan
• Hybrid working pattern, flexi start/finish time
• 25 days annual leave plus bank holidays, plus Christmas closure, plus your birthday off
• Option to buy/sell up to 5 days holiday a year
• Enhanced parental leave policies
• Social committee, regular in-house learning events
• 4x life assurance

Our values

• Always curious
• Be the best we can be

We strongly believe that work is not just about what we achieve, but how we achieve it.We want our people to thrive and develop, and we want to effect positive change in the world.

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