Location
London

Hours
Not specified

Salary
Negotiable

About the Role
The 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. At the FT, curiosity thrives and ambitious thinking is rewarded. You will have the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world. In a warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing. Your future at the FT will be filled with opportunities that challenge and inspire you, allowing you to discover new skills and forge a career that can take you anywhere.

This role reports to the Senior Marketing Manager, Subscription Management & Retention and is responsible for developing and delivering retention and customer value programmes across B2C audiences, including FT Digital and Print subscribers, Investors’ Chronicle, Students and partnerships. You will translate the wider Subscription Management & Retention strategy into clear programme plans and priorities spanning cancel-save, winback, renewals, Step Up, upsell and cross-sell initiatives.

Using customer and commercial insight, you will identify 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 role requires a combination of critical thinking and hands-on delivery, with ownership of programme performance.

As part of the Customer Experience & Lifecycle Centre of Excellence, you will also contribute to shared lifecycle frameworks, guidelines and ways of working.

Key Responsibilities
- Set the direction and roadmap for Cancel-Save and Winback programmes, identifying and delivering opportunities to reduce cancellations and increase post-cancellation re-subscription.
- Manage and optimise the renewal programme, including Step Up, renewal and subscription or trial reminders, keeping communications current and identifying tests to improve performance.
- Oversee Step Up reporting and performance, sharing insights and identifying optimisation opportunities.
- Develop and deliver the annual upsell and cross-sell plan to support sustained ARPU growth.
- Adapt programmes across different B2C audiences to reflect customer needs and commercial objectives.
- Translate programme priorities into clear objectives, customer journeys, audience approaches, KPIs and briefs for Marketing Automation and other teams.
- Deliver campaigns balancing commercial objectives with a premium customer experience.
- Manage service communications across email and mail, ensuring accuracy, legal compliance and alignment with service communication frameworks.
- Collaborate with operational partners to support smooth delivery of mail campaigns.
- Own programme performance, using insight to identify risks, opportunities and optimisation areas.
- Contribute to weekly commercial reporting and share regular performance updates.
- Use testing and continuous optimisation to improve programme performance.
- Build strong relationships across multiple teams to deliver shared outcomes.
- Proactively manage dependencies and delivery requirements.
- Contribute to Customer Experience & Lifecycle Centre of Excellence frameworks, playbooks and guidelines.
- Share successful approaches and learning across Consumer and B2B teams.

Experience
- Proven experience 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, identify opportunities and translate insight into clear actions.
- Experience with a test-and-learn approach, developing and evaluating experiments to improve outcomes.
- Ability to develop programme plans and roadmaps and manage initiatives from briefing through implementation, measurement and optimisation.
- Strong commercial judgement and 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.
- Strong communication and relationship management skills, able 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 in managing customer communications, quality assurance and compliance.
- Ability to manage multiple programmes and priorities while maintaining clear ownership of delivery and outcomes.

About you
- Collaborative and proactive in managing relationships and dependencies.
- Critical thinker with hands-on delivery focus.
- Customer and commercially focused mindset.
- Adaptable to working across multiple customer audiences and propositions.

Qualifications
Not explicitly specified but experience in subscription-based or B2C environments is desirable.