Location
London

Hours
Full Time

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. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world. In our 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. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere. Build a newsworthy career at the FT.

Reporting to the Senior Marketing Manager, Subscription Management & Retention, you will be responsible for developing and delivering retention and customer value programmes across our 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.

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 contribute to shared lifecycle frameworks, guidelines and ways of working.

Key responsibilities include:
- Setting direction and roadmap for Cancel-Save and Winback programmes to reduce cancellations and increase re-subscription
- Managing and optimising renewal programmes including Step Up and subscription reminders
- Overseeing Step Up reporting and performance, sharing insights and identifying optimisation opportunities
- Developing and delivering upsell and cross-sell campaigns to support ARPU growth
- Adapting programmes across different B2C audiences to meet customer needs and commercial objectives
- Translating programme priorities into objectives, customer journeys, KPIs and briefs for delivery teams
- Delivering campaigns balancing commercial goals with premium customer experience
- Managing service communications across email and mail, ensuring accuracy, compliance and alignment with frameworks
- Collaborating with operational partners to ensure smooth mail campaign delivery
- Owning programme performance, using insight to identify risks, opportunities and optimisations
- Contributing to commercial reporting and sharing performance updates
- Using testing and continuous optimisation to improve programme outcomes
- Building strong cross-team relationships to deliver shared outcomes
- Managing dependencies and delivery requirements proactively
- Supporting decision-making with clear recommendations based on insight
- Contributing to Centre of Excellence frameworks and sharing successful approaches across Consumer and B2B

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 ability to interpret customer and commercial performance and translate insight into clear actions
- Experience developing and evaluating experiments to improve customer and commercial outcomes
- Ability to develop programme plans and manage initiatives from briefing through implementation, measurement and optimisation
- Strong commercial judgement with understanding of retention, pricing, upsell and customer engagement impact on 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, especially in managing customer communications, quality assurance and compliance
- Ability to manage multiple programmes and priorities while maintaining ownership of delivery and outcomes

About you
- Critical thinker with hands-on delivery approach and ownership mentality
- Collaborative team player able to build strong relationships across diverse teams
- Commercially minded with a focus on customer experience and business outcomes
- Adaptable and able to work across multiple customer audiences and propositions

Qualifications
- No specific qualifications required, but experience in subscription-based or B2C environments is desirable
- Experience working across multiple customer audiences or propositions is advantageous