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- Tasks: Maximise subscriber value and reduce churn through innovative marketing strategies.
- Company: The Observer, a progressive journalism leader in London.
- Benefits: 30 days holiday, hybrid work model, and a creative work environment.
- Other info: Collaborative culture with opportunities for growth and experimentation.
- Why this job: Join a dynamic team shaping the future of journalism with impactful marketing.
- Qualifications: 5+ years in lifecycle marketing with strong analytical and creative skills.
The predicted salary is between 50000 - 60000 £ per year.
The Observer’s promise is in the name. The Observer bears witness; the best of journalism being curious minds at work. It loves the arts and ideas, both for their own sense and because they can change lives. It’s proudly progressive, but has no party allegiance. It’s open to different arguments and its editorial independence is non‑negotiable. We are building a new Observer across print, audio and digital. We’re here to build journalism that lasts.
As CRM Manager, you'll be responsible for maximising subscriber lifetime value and reducing churn across The Observer’s new suite of digital and print subscriptions. Using lifecycle marketing, engagement campaigns, personalisation, and data-driven insights, you'll build a retention engine that keeps subscribers engaged with our award‑winning journalism and drives long‑term revenue growth.
Key responsibilities:- This is a cross‑functional, high‑impact role for a strategic marketer who can go deep into the data and work across teams.
- You’ll turn insights into campaigns and product features, experiments into scaled initiatives, and ideas into results.
- Work with our newsroom to develop subscriber‑focused content that engages and retains subscribers across text, video, audio, events, social media, and other platforms.
- Drive the execution of editorial‑focused initiatives, collaborate with affiliates and other teams, and launch bespoke brand activations.
- Lead onboarding lifecycle strategies from idea through execution to rollout.
- Use Dotdigital (ESP) and internal tools to design, build, and deploy multi‑channel lifecycle campaigns.
- Analyse engagement data to surface insights, shape campaign decisions, and report clear, actionable outcomes.
- Create and manage A/B testing strategies that inform performance improvements across the funnel.
- Collaborate with Product, Creative, and Finance teams to evolve and own the onboarding roadmap.
- Build reporting dashboards, share experiment insights. Ensure the activity is optimised towards key KPIs, improving the Trial‑to‑Sub conversion rate, reducing churn, and growing customer lifetime value.
- 5+ years in lifecycle, retention or growth marketing role.
- Hands‑on experience managing lifecycle campaigns across email, in‑app, and push channels.
- Strong analytical mindset with the ability to extract insights, build your own dashboards.
- Proven success in testing strategies and applying A/B results to drive growth.
- Familiarity with Dotdigital or a similar lifecycle marketing platform.
- Experience with editorial marketing tools: Chartbeat, Piano, DotDigital or relevant ESPs.
- Clear communicator who thrives in collaborative, cross‑functional environments, able to work with our newsroom on initiatives.
- Highly organised with a proactive mindset and strong sense of ownership.
- Creative mindset + test‑and‑learn ethos: you brief the creative, drive A/B and multivariate tests, iterate quickly and scale what works.
- Comfortable operating in a fast‑moving environment, prioritising experiments, optimising rapidly and managing ambiguity.
Salary & Benefits: 30 days holiday +
CRM Retention Manager · The Observer Newsroom, London employer: The Observer, company
Contact Detail:
The Observer, company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Retention Manager · The Observer Newsroom, London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at The Observer. A friendly chat can open doors that applications alone can't.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies showcasing your past successes in lifecycle marketing. This will help you stand out during interviews.
✨Tip Number 3
Prepare for the interview by understanding The Observer's mission and values. Tailor your answers to show how your experience aligns with their goals.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you're serious about joining the team.
We think you need these skills to ace CRM Retention Manager · The Observer Newsroom, London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of CRM Retention Manager. Highlight your experience in lifecycle marketing and any relevant tools you've used, like Dotdigital. We want to see how your skills align with our mission at The Observer!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for journalism and how you can contribute to reducing churn and maximising subscriber value. Let us know why you're excited about working with us at The Observer.
Showcase Your Analytical Skills: Since this role is all about data-driven insights, make sure to include examples of how you've used analytics to drive growth in previous roles. We love seeing numbers that back up your achievements!
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can't wait to see what you bring to the table!
How to prepare for a job interview at The Observer, company
✨Know Your Data
As a CRM Retention Manager, you'll need to demonstrate your analytical skills. Brush up on how to extract insights from data and be ready to discuss specific examples of how you've used data to drive successful campaigns in the past.
✨Showcase Your Creativity
This role requires a creative mindset, so come prepared with ideas for subscriber-focused content. Think about how you can engage audiences across various platforms and be ready to share your thoughts on innovative retention strategies.
✨Familiarise Yourself with Tools
Make sure you know your way around Dotdigital and any other relevant tools mentioned in the job description. If you have experience with similar platforms, be ready to explain how you've used them to manage lifecycle campaigns effectively.
✨Collaborative Spirit
The Observer values collaboration, so be prepared to discuss how you've worked cross-functionally in previous roles. Share examples of how you've partnered with different teams to achieve common goals, especially in a fast-paced environment.