Retention Manager

Location:

London

Department:

The Times & The Sunday Times

Salary Details:

Not Specified

Advertising End Date:

29 Apr 2024

Job Description

This is an exciting role within the Engagement & Planning team and the wider Times and Sunday Times Customer team

We are The Times & The Sunday Times, part of News UK: One of the leading media businesses in the UK and Ireland, our newsbrands include The Times, The Sunday Times and The TLS, and our national broadcast brands include talkSPORT, Times Radio, talkRADIO and Virgin Radio. In 2022 we launched TalkTV, our major new TV channel available to everyone across the UK, delivering a schedule of news, current affairs, entertainment and sport. Our world-famous brands provide news, analysis, opinion and entertainment to almost 40 million people each month. Spanning digital and print, audio and video, events and experiences, our brands are home to a plurality of opinion, representing the diverse communities we serve. News UK is wholly owned by News Corp..

The Team: This role sits within the Customer team, reporting into the Head of Subscriber Engagement & Retention. Whilst physical newspapers are still a key part of our business, driving digital subscriptions and revenue will be the key to future success. The customer is at the heart of everything we do and we are committed to creating long term loyal customers through driving engagement, improving customer experience and creating products that meet our customers needs. We use data to understand our customers' behaviours and use this data to inform our business decisions.

Your Role: Our goal is to significantly accelerate our digital subscribers growth and in order to do this we need an experienced Retention Manager with a focus on driving reducing paid subscriber churn. It will directly support one of the business’ top KPIs — customer retention. Your role will be to support the Head of Subscriber Engagement & Retention in identifying opportunities through data and delivering key initiatives and campaigns all aimed at increasing engagement, reducing churn and driving customer LTV.

Working alongside the Senior Retention manager you will develop tactical activities that target customers where our churn propensity modelling has identified a churn risk, as well as introduce strategic plans to drive customers to change their engagement behaviours based on what we know influences subscriber stick rates.

Day to day you will:

• Develop strategic plans based on data led insights to drive the behaviours that we know reduce churn

• Analyse churn and engagement - alongside our analytics and insights team, conduct thorough analysis of churn and engagement trends, identifying underlying factors and opportunities for improvement

• Help develop a culture of test and learn by introducing new and consistent practices with how we measure and approach engagement retention initiatives and campaigns including optimisations

• Support the Head of Subscriber Engagement & Retention with new and innovative ideas on on how to reduce churn and increase engagement using multi-channel journeys and messaging strategies

• Work alongside cross-functional stakeholders to explore how we can increase engagement across key retention drivers like puzzles, newsletters, app usage and increasing readership.

• Collaborate closely with cross-functional teams including CRM, Marketing, Product, Data & Insights, Editorial and Customer Service to ensure alignment and synergy in engagement and retention efforts

• Adopt a cohort/segmented approach to engagement and retention, understanding customer behaviours, preferences and needs to ensure that tactics are dynamic to support engagement & retention goals

• Support efforts to introduce effective forms of personalisation across engagement and retention areas

What we’re looking for from you:

• Data savvy, with the ability to interpret data and trends, and use key metrics to analyse and segment customers based on their behaviours to highlight areas of improvement and translate these into actionable plans

• Generate innovative and creative solutions to stimulate engagement and overcome churn problems

• Ability to work in cross functional teams from CRM, Marketing, Product, Data, Technology to build robust retention plans

• Ability to identify opportunities and build plans to deliver phased solutions with consideration for capability and resource

• Strong analytical skills and ability to clearly communicate results and recommendations, both verbally and in written formats

• Ability to measure, analyse and adapt retention and engagement activities

• Experience working within content media/subscription/recurring revenue business is preferred

Life at News: At News UK our people are our heartbeat - they are the driving force behind our brands and we want to enable people to thrive. Some of us work flexibly, in many different ways. We encourage you to talk to us about the flexibility you would like. Many of us work in a hybrid way between one of the News UK & Ireland offices and remotely.

We championdiversity and inclusion (https://www.news.co.uk/diversity-and-inclusion-at-news-uk/) , we strive to maximise and encourage every individual’s potential and ensure everyone feels valued. We support this through our Diversity Board, D&I strategy & training, creating more diverse content and our intern and apprenticeship programmes. We also have 11 employee-led networks.

We take pride in looking after our amazing talent at News UK supporting the Health and Wellbeing of our staff. Some of what we offer includes:

• A generouspensionscheme with employer contributions of up to 5%;

• 25 daysholidayand up to 4volunteeringdays per year;

• Maternityleave up to 18 weeks full basic salary & paternity leave up to 2 weeks;

• Wide range oftrainingavailable, plus full LinkedIn Learning access.

• Privatemedical insurancecovering pre-existing conditions

• Discountedgymmemberships, ClassPass at Home, weekly virtual HIIT, yoga and run club classes

• ‘Bikes for Work’scheme

• Access to wellbeing benefits such asphysio/massageandcounselling

We want to ensure that everyone we meet has the opportunity to perform to their best when interviewing. Please let us know, at any stage, whether you require any reasonable adjustments during the recruitment process, and we will do our best to accommodate.

News UK is an official partner of the Journalism Diversity Fund, founder of the Journalism and Disability Forum, and proud member of the Valuable 500. At News UK, we will continue to promote an inclusive and diverse workplace, to help people with visible and non visible disabilities create careers in media and aim to make our content accessible to all.