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Retention Exec
Entertainment & Media Industry Company
London, , United Kingdom
Job Details - this job has expired, please see similar jobs below
What’s the job?Retention Exec - The Times & The Sunday Times
Where do I work?Company – Sales and Marketing London Bridge, London SE1 9GF
Why are we here?To attract and retain passionate, loyal and valuable customers to our brands.
Sales and Marketing Department:
The Company Sales and Marketing department is made up of 4 teams; Brand Marketing; Content Sales; Retention, Engagement and Operations; and Product and Propositions. Working together to deliver the Sales & Marketing vision. Our strategic objectives:
• Be distinct and differentiated
• Know our customers better
• Do more with customer relationships
• Fuel passions for our brands among customers and staff
• Grow the volume of repeat, known customers
• Grow average revenue per user
• Maximise the life time value of our customers
• Own the customer experience from beginning to end
What’s my personal contribution?
To manage the operational delivery of engagement programs, customer campaigns and direct marketing execution, so that mutually valuable relationships with direct consumers are built and sustained.
To deliver outstanding performance in customer engagement and retention that ultimately delivers increased customer lifetime value and profitability to Company.
What are my Responsibilities & Accountabilities
• Manage activation, engagement and churn management campaigns/programmes for subscription customers. Allocate budget and effort across these categories based on strategic priorities and value to Company.
• Ensure that multi-channel, integrated campaigns are produced, prioritised and implemented effectively, working collaboratively with all teams within Sales and Marketing, so that customer engagement is optimised in quality and value terms.
• Manage the reporting of KPI and other indices as per set criteria, on a daily, weekly, monthly basis.
• Be the primary point of knowledge about churn forecasts and risks. Support the senior retention and engagement manager in the budget outlook process.
• Create business cases to deliver targeted improvements in churn and or revenue performance.
• Deliver the targeted improvements in subscriber retention. Manage the reporting of KPI and other indices as per set criteria, on a daily, weekly, monthly basis.
• Deliver the targeted revenue and ARPU growth targets. Oversee the reporting of revenue against budget and forecast, on a daily, weekly, monthly basis.
• Work with the senior retention and engagement manager to develop and embed a customer lifecycle management approach to retention. Build customer management and reporting capabilities around the lifecycle that enable execution, assessment and optimisation of the approach.
• Manage individual campaign and program budgets including all elements of the annual CRM budget.
• Drive an ongoing culture of improvement and innovation, creating and developing processes which will drive efficiency and effectiveness whilst continuing to ensure that customers are delighted
What do I Know
Useful knowledge, skills and experience
• Thorough understanding of Company business strategy and organisation particularly around multichannel subscription
• Proven experience of managing complex stakeholder environments and revenue models.
• Thorough understanding of tools and techniques used in integrated marketing communications, direct response and analysis programmes.
• Thorough understanding of best practice in retention management, testing and rollout strategies.
• Ability to communicate technical or data led information to commercial teams in an engaging and informative manner.
• Ability to translate customer lifecycle events into creative execution produced by internal and external agencies
• Experience of managing call centres advantageous.
What do I Show?
Essential Behaviours
As a department, we have 5 values that guide our day to day work. We call them the 5 C’s
Customer Led
Commercial
Creative
Collaborative
Courageous
About Us,
Company is a great company full of talented, dedicated and creative people. We are a company which has journalism at its very heart. Our newspapers and associated websites are some of the most powerful media brands in the English speaking world, reaching 30 million people each week. They are very different products with different values and different strengths, but all are united by a commitment to independent journalism that connects with our customers.
Company is a company which thrives on pace. Our people stretch themselves on a daily basis, challenging the status quo to produce the best service possible to our readers and customers. We embrace creativity and initiative and we have some of the most talented people in the industry.
If you want to work for one of the world's most exciting, challenging and creative media organisations then Company is the place to build your career.