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- Tasks: Lead customer analytics and drive insights for reader revenue growth across multiple brands.
- Company: Join The Independent, a pioneering digital news publisher with a commitment to innovation.
- Benefits: Competitive salary, diverse workplace, and opportunities for professional development.
- Why this job: Make a real impact on journalism by leveraging data to enhance reader engagement.
- Qualifications: Proven experience in customer analytics and team leadership in a fast-paced environment.
- Other info: Be part of a diverse team that values transparency, innovation, and independence.
The predicted salary is between 43200 - 72000 £ per year.
About Us
The Independent is an online news publisher that was established in 1986 as a national newspaper independent of party-political affiliations or proprietorial influence. In 2016, The Independent became a fully digital publisher, moving away from print in pursuit of sustainability, and to safeguard its values and journalism for the future.
The Independent has always thrived through innovation and change. It was the first British newspaper to add a Saturday magazine; the first to give photography the same prestige as news copy; the first to challenge the Westminster lobby system of closed briefings; the first broadsheet to move to the more compact ‘tabloid’ format; the first to launch a concise quality compact paper; and the first – and only – major newspaper to pull off a successful transformation to fully digital publishing.
Through The Independent, Independent TV, eCommerce, indy100, subscriptions and other ‘reader revenues’, The Independent plans to continue the work of many decades, bringing much-needed independent journalism to over 100 million unique global visitors a month, make its voice ever louder and more insistent the world over. We have an international editorial team with our main offices in London and New York.
In 2024 The Independent’s portfolio of brands increased through a new licensing partnership with BuzzFeed Inc. to operate the BuzzFeed brands in the UK – BuzzFeed UK, Tasty, Seasoned and HuffPost UK. The additional brands echo the existing business ethos and allow for increased audiences and a further strategic diversification of revenue streams.
The Data & Marketing Department
The Data & Marketing department is the intelligence powerhouse of the business, representing the customer. Our goal is to inspire, engage and grow a loyal readership by harnessing data-driven insights and innovative marketing to deliver personalised, impactful content experiences that builds lasting trust, diverse revenue streams, and a thriving future for quality journalism. The department consists of four teams: Data Science & Engineering, Data Intelligence & Monetisation, Research & Insight and Customer Marketing.
Job Purpose
As The Independent continues to evolve as a data-informed, diversified media business, the Head of Customer Analytics is needed to lead the development and growth of our Reader Revenues (Customer Marketing) propositions and Anonymous-to-Known (A2K) strategy for collecting first-party data in the UK, US and ROW. This role spans our reader subscription base, as well as those who contribute and our registered user base, and will be critical in ensuring consistent and profitable growth through deep analytical insight.
About You
A highly motivated, results-orientated and commercially astute analytics leader, with a proven track record in a high-performing customer / data team. You are experienced in user acquisition, retention, and overall customer base management. Resilient and adaptable, you can thrive in a fast-paced environment, are comfortable working across multiple business functions, and possess the ability to assess both the benefits and risks of new initiatives to the wider business.
Diversity, Equity and Inclusion
- We champion diversity in our teams and in our reporting. As a growing and global brand, we must have a workforce that’s more representative of our readers, viewers, clients and partners, and a workplace that creates a sense of belonging for everyone
- We are committed to hiring and developing a diverse workforce regardless of background, and we support our people to thrive in their careers here.
The Independent is an equal opportunities employer, if you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
Key Responsibilities and Accountabilities
- Lead all customer analytics, performance, insight, optimisation, and forecasting across all Independent Media brands globally and for additional brands where Publisher Support Services contracts exist, with a specific focus on analysing and forecasting acquisition, churn, and net growth across the reader revenues portfolio. A key part of this role is to ensure that insights go beyond data accuracy to tell a strategic story that focuses on the \’why’, communicating these findings effectively to SLT and C-suite teams while also developing this skillset within the team and the wider department.
- Develop a deep understanding of the drivers of trading performance at a customer segment level.
- Ensure the trading performance management structure runs effectively, overseeing trading meetings and insight packs to ensure week-to-week performance movements are incorporated into forecasts and remedial actions are triggered.
- Use expertise to deliver accurate forecasts and ensure an accurate outlook.
- Identify new opportunities and make tactical and strategic recommendations across data, marketing, product, editorial and finance teams to drive outcomes against short, mid and long-term goals.
- Manage and develope a team of Customer Data Analysts.
Skills and Experience
- A minimum of three years in a ‘Head of’ role with proven experience in using data to drive business investment / customer marketing decisions
- Strong team player, with a focus on finding forward-thinking (segmentation) approaches to maximise revenue, reach and engagement.
- Experience in defining and articulating customer KPIs such as APRU, CLTV etc
- Experience in converting anonymous users to known customers
- Experience in membership and subscription models within the publishing industry
- Excellent commercial skills and ability to communicate clearly and concisely upwards, across other teams and externally to partners.
- Working in close partnership with other internal teams to achieve desired outcomes: editorial, commercial, video, finance, technical, audience.
- Proficiency with Piano, Braze, Google Big Query (SQL).
- Familiarity with The Independent brand, websites and products on and off-platform is an advantage.
Our Values – you will deliver across all our values
Inclusive: We champion diversity in our teams and in our reporting. Working as a team, we put transparency and effective communication at the heart of everything we do.
Innovative: From the very beginning, The Independent has been breaking the mould. We take risks and are always looking to try new ideas in pursuit of excellence.
Independent: Nobody tells us what to think; we make up our own minds and aren’t afraid to do things differently. Like our readers, we value honesty and integrity above outside influences.
Head of Customer Analytics employer: The Independent
Contact Detail:
The Independent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Analytics
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching The Independent and its values. Understand their approach to customer analytics and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, focus on specific achievements that demonstrate your ability to drive results in customer analytics. Numbers speak volumes, so don’t shy away from sharing metrics!
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of The Independent team.
We think you need these skills to ace Head of Customer Analytics
Some tips for your application 🫡
Know Your Audience: Before you start writing, take a moment to understand who you're addressing. Tailor your application to resonate with The Independent's values and mission. Show us that you get what we're about!
Be Authentic: We love genuine voices! Don’t be afraid to let your personality shine through in your application. Share your unique experiences and insights that make you the perfect fit for the Head of Customer Analytics role.
Highlight Relevant Experience: Make sure to showcase your experience in customer analytics and data-driven decision-making. Use specific examples that demonstrate how you've successfully driven growth and engagement in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're serious about joining our team!
How to prepare for a job interview at The Independent
✨Know Your Numbers
As the Head of Customer Analytics, you'll need to demonstrate a strong grasp of key metrics like APRU and CLTV. Brush up on these figures and be ready to discuss how you've used them in past roles to drive business decisions.
✨Tell a Story with Data
It's not just about presenting data; it's about telling a compelling story. Prepare examples where your insights led to strategic changes. Show how you can communicate complex findings clearly to senior leadership and cross-functional teams.
✨Show Your Team Spirit
This role involves managing a team of Customer Data Analysts, so highlight your leadership style. Share experiences where you've fostered collaboration and innovation within your team, and how you’ve helped develop their skills.
✨Be Ready for Rapid Change
The Independent thrives on innovation, so be prepared to discuss how you've adapted to fast-paced environments. Share specific examples of how you've successfully navigated change and driven results in previous roles.
