At a Glance
- Tasks: Design and execute retention programmes to enhance customer value and reduce cancellations.
- Company: Join a leading organisation focused on premium customer experiences and innovative marketing strategies.
- Benefits: Enjoy generous leave, medical cover, hybrid working, and subsidised gym memberships.
- Other info: Collaborate across teams and contribute to best practices in a supportive culture.
- Why this job: Make a real impact by shaping customer journeys and driving engagement in a dynamic environment.
- Qualifications: Experience in CRM and retention strategies with strong analytical and communication skills.
The predicted salary is between 40500 - 49500 £ per year.
In this role you will design and execute retention and customer-value programmes for FT’s B2C audiences, translating strategy into actionable campaigns across cancel-save, winback, renewals, upsell and cross-sell. You’ll use customer insights to reduce cancellations and boost resubscription and ARPU, collaborating with cross-functional teams. You will contribute to the Customer Experience Lifecycle Centre of Excellence, shaping frameworks and playbooks to standardise lifecycle practices. This is a hands-on, impact-focused position that balances commercial objectives with premium customer experience.
Pay / Benefits
- generous annual leave
- medical cover
- inclusive parental leave packages
- subsidised gym memberships
- opportunities to give back to the community
- hybrid working model
Responsibilities
- Set direction and roadmaps for Cancel-Save and Winback; identify opportunities to reduce cancellations and boost re-subscription.
- Oversee renewal programmes (Step Up, reminders) and test opportunities to improve performance.
- Lead Step Up reporting, deliver insights to inform pricing journeys and wider strategy.
- Develop annual upsell and cross-sell plans to grow sustained ARPU.
- Adapt programmes across different B2C audiences aligning with objectives.
- Translate priorities into objectives, journeys, KPIs and briefs for Marketing Automation and delivery teams.
- Deliver campaigns with collaborators while balancing commercial aims with premium customer experience.
- Manage service communications across email/mail and maintain updated templates.
- Coordinate with lettershop and other operational partners for mail campaigns and compliance.
- Own performance of programmes, identify risks/opportunities, and optimize based on data insight.
- Contribute to weekly commercial reporting and share insights with cross-functional teams.
- Use testing and continuous improvement to embed successful approaches into future activity.
- Build relationships across teams to deliver shared outcomes and advocate for data-driven recommendations.
- Contribute to Centre of Excellence playbooks, frameworks and guidelines to standardise lifecycle practices.
Key requirements
- Experience delivering and optimising CRM, lifecycle, retention, renewal, upsell or other customer programmes in a B2C or subscription environment.
- Strong analytical skills with ability to interpret performance and translate into actions.
- Test-and-learn mindset with experience evaluating experiments to improve outcomes.
- Ability to develop programme plans and manage initiatives end-to-end.
- Strong commercial judgement and understanding of how retention, pricing, upsell and engagement affect revenue and ARPU.
- Experience collaborating across analytical, marketing, technical, operational and customer-facing teams.
- Strong communication and relationship management skills; ability to explain performance, risks, opportunities and recommendations clearly.
- Ability to create clear briefs for customer journeys and experience improvements.
- Attention to detail in customer communications, QA and compliance.
- Ability to manage multiple programmes and maintain ownership of delivery and outcomes.
- strong communication
- relationship management
- analytical mindset
- Marketing Automation
- customer relationship management (CRM)
- data analysis / performance insight
Retention Marketing Manager employer: The Financial Times
The Financial Times is an exceptional employer, offering a vibrant and inclusive work culture that prioritises employee growth and wellbeing. With generous benefits such as annual leave, medical cover, and opportunities for community engagement, employees are supported in their professional journeys while contributing to meaningful journalism. Located in a collaborative environment, the role of Senior IT Engineer allows you to connect with diverse experts and leverage cutting-edge technology, making a significant impact within the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Retention Marketing Manager
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for The Financial Times and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like The Financial Times are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with The Financial Times on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at The Financial Times. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace Retention Marketing Manager
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit The Financial Times. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of The Financial Times:Show us that you’ve done your homework! In your application, briefly mention what you admire about The Financial Times’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at The Financial Times
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at The Financial Times will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At The Financial Times, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
