Data-Driven Retention & Performance Lead in London

Your Team: You will be joining the Customer Marketing team, with a focus on Retention, a data-driven and commercially minded group dedicated to deepening our relationship with our audience. We focus on understanding our customers' needs to ensure they continue to find value in our world-class journalism and digital products.

Your Role: As our Retention & Performance Manager, you will take ownership of the numbers, reporting directly to the Head of Retention. You will be accountable for save rate, churn, and renewal performance across our subscriber base, translating complex data into clear commercial recommendations and executing strategies to drive results. This is a role for an analytical mind with the commercial instinct to turn insights into action and balance technical reporting with creative campaign design.

Day to day You Will:

• Own and report on core retention KPIs, including cancellation rate, save rate, renewal performance, churn, tenure, and lifetime value.
• Produce clear weekly and monthly reporting with actionable recommendations for the wider business.
• Identify trends in churn and cancellation data to diagnose root causes and develop targeted interventions.
• Manage the retention offer strategy and annual renewal cycles to maximise save rates and commercial return.
• Build and optimise churn prevention and reactivation journeys across multiple channels using test-and-learn frameworks.
• Design and execute campaigns to reduce cancellations and re-engage subscribers, measuring performance rigorously.
• Collaborate with product, data, and UX teams to improve on-site journeys, with a particular focus on the online cancellation flow.
• Present performance insights and recommendations to stakeholders, translating data into compelling narratives.
• Lead cross-functional projects alongside editorial, customer service, and product teams to ensure a joined-up subscriber experience.

What we're looking for from you:

• Possession of a commercially minded approach, showing equal comfort with owning metrics and running marketing campaigns.
• Experience in retention or lifecycle marketing within a digital subscription or media environment, with a track record of measurably reducing churn.
• Experience with churn reporting, renewal cycle management, and save rate optimisation beyond basic campaign execution.
• Strong analytical skills with the ability to build and interpret reports using data tools such as Excel or BI platforms like Tableau.
• Proficiency in customer segmentation, journey design, and lifecycle automation tools.
• Ability to move from insight to action quickly, leading initiatives end-to-end while collaborating effectively across diverse teams.
• Natural instinct for prioritisation, staying focused on the most impactful numbers and metrics.

If you think you have what it takes but don’t tick every requirement on the list, please do apply. We recognise that considering someone’s potential as well as their experience is a great way to hire. We want to hear from people who have a passion to learn and develop.

At News UK, we embrace a hybrid work model, currently requiring a minimum of three days per week in the office. This approach fosters collaboration, innovation, and team spirit within our workspace.

Some of our benefits include:

• Private medical insurance including coverage for pre-existing conditions
• Discounted gym memberships, free ClassPass at Home, weekly in person/ virtual exercise classes
• ‘Bikes for Work’ and ‘Electric Car’ scheme
• Up to 60% discount on Harper Collins books
• Maternity leave up to 18 weeks full basic salary & paternity leave up to 2 weeks
• Access to exclusive events and competitions with exciting brands such as talkSPORT, Virgin Radio UK & The Times.
• Weekly virtual panel chats with top journalists and celebrities
• Access to wellbeing benefits such as EAP, physio/massage and counselling
• A generous pension scheme with employer contributions of up to 5%
• Wide range of training available, plus full LinkedIn Learning access
• 25 days holiday, plus bank holidays and up to 4 volunteering days per year