Retention Marketing Executive in London

About usThe Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.Our commitment to diversity, equity and inclusionWe believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. The roleReports to: Senior Marketing Manager, Subscription Management & RetentionThis role is responsible for developing and delivering retention and customer value programmes across our B2C audiences, including FT Digital and Print subscribers, the wider consumer portfolio, Investors’ Chronicle, Students and partnerships.You will turn the wider Subscription Management & Retention strategy into clear programme plans and priorities spanning cancel-save, winback, renewals, Step Up, upsell and cross-sell. Using customer and commercial insight, you will find opportunities to reduce cancellations, increase resubscription and grow average revenue per user (ARPU), working collaboratively across Consumer Engagement, Data & Analytics, Pricing & Propositions, Marketing Automation, Product & Technology, Customer Care and other teams.This is a role for someone who combines critical thinking with hands-on delivery and takes ownership of programme performance. As part of the Customer Experience & Lifecycle Centre of Excellence, you will also contribute to shared lifecycle frameworks, guideline and ways of working.Handle and optimise the renewal programme, including Step Up, renewal and subscription or trial reminders, keeping communications current and identifying tests that can improve performance.Oversee Step Up reporting and performance, sharing insight with the wider business and identifying short-term optimisation opportunities that can help inform the broader approach to pricing journeys and Step Up.Adapt programmes and initiatives across different B2C audiences to reflect customer needs and commercial objectives.Programme development and deliveryTranslate programme priorities into clear objectives, customer journeys, audience approaches, KPIs and briefs for Marketing Automation and other delivery teams.Deliver campaigns and initiatives with relevant collaborators, balancing commercial objectives with a premium customer experience.Handle service communications across email and mail, working with Marketing Automation to maintain and optimise communications so customers receive the information they need.Reporting, insight and optimisationOwn the performance of programmes within your remit, using customer and commercial insight to identify risks, opportunities and areas for optimisation.Contribute to weekly commercial reporting by maintaining performance views, investigating the drivers of changes and developing additional analysis where useful.Share regular performance updates with the wider Customer Experience & Lifecycle team, communicating insights, risks and opportunities clearly.Use testing and continuous optimisation to improve programme performance and embed successful approaches into future activity.Collaboration and relationship managementBuild strong relationships across Consumer Engagement, Data & Analytics, Pricing & Propositions, Marketing Automation, Product & Technology, Customer Care and other teams to deliver shared customer and commercial outcomes.Use customer insight and performance evidence to make clear recommendations and support decision-making across the programmes you own.Centre of Excellence contributionContribute to Customer Experience & Lifecycle Centre of Excellence frameworks, playbooks and guideline, helping establish consistent lifecycle standards and ways of working.Required skills and experienceExperience delivering and optimising CRM, lifecycle, retention, renewal, upsell or other commercially focused customer programmes, ideally in a B2C or subscription environment.Strong analytical skills, with the ability to interpret customer and commercial performance, find opportunities and translate insight into clear actions.A test-and-learn approach, with experience developing and evaluating experiments to improve customer and commercial outcomes.Ability to develop programme plans and roadmaps and manage initiatives from briefing through implementation, measurement and optimisation.Strong commercial judgement and an understanding of how retention, pricing, upsell and customer engagement contribute to revenue and ARPU.Experience collaborating across analytical, marketing, technical, operational and customer-facing teams to deliver outcomes.Strong communication and relationship management skills, including the ability to explain performance, risks, opportunities and recommendations clearly.Ability to create clear, detailed briefs for customer journeys, communications and experience improvements.Strong attention to detail, particularly when managing customer communications, quality assurance and compliance requirements.These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. We currently operate a hybrid model which requires staff to work onsite 50% of the time, subject to role requirements & regular review. While flexible working requests will be considered, not all patterns are suitable for all roles. We believe this balanced approach supports flexibility and protects our culture, making collaboration and communication easier, building stronger relationships and team cohesion, and supporting peer learning. AccessibilityWe are a disability confident employer and Valuable 500 signatory.If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help.Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact talent@ft.com.Join our Talent Community to receive exclusive updates, featured jobs, and insights into working at the FT.