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Customer Engagement Executive
News UK
London, , United Kingdom
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Who’s my manager?
Customer Engagement Manager
Why are we here?
To attract passionate, loyal and valuable customers to our brands.
Marketing and Sales Department
NUK Marketing and Sales is made up of 5 teams all working together to deliver the marketing vision as set out above. We believe that if we test all our activity against this vision we can better achieve our strategic goals:
• Fuel Passion for our brands among customers and staff
• Grow volume of repeat, known customers
• Deliver and sell the value of audiences
• Reduce fixed cost of the marketing operation
• Grow total customer revenues
• Maximise the life time value of our customers
Who are the Engagement Team?
The Engagement Team at The Times and The Sunday Times is the business-to-consumer CRM function. It is primarily strategic and is tasked with two accountabilities:
1. Maintain the transactional relationship with direct customers (subscribers)
2. Create, augment, and maintain subscriber consumption behaviour to prevent churn
What’s my personal contribution?
To manage the delivery of habit driving engagement programs, customer campaigns and direct marketing executions 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 News UK.
What are my accountabilities?
• Manage delivery of engagement and retention campaigns for existing customers. Allocate budget and effort based on strategic priorities and value to News UK
• Ensure that multi-channel, integrated campaigns (print and digital) are produced, prioritised and implemented effectively, working collaboratively with all teams within Sales and Marketing—including Campaign Execution and creative agencies-- across the wider business so that customer engagement is optimised in quality and value terms.
• Deliver targeted improvements in customer engagement and retention. Manage the reporting of KPI and other indices as per set criteria, on a daily, weekly, monthly basis.
• Deliver targeted revenue, behavioural, and ARPU growth objectives. Oversee the reporting of revenue against budget and forecast, on a daily, weekly, monthly basis working with the Audience and Analytics teams.
• Work with engagement manager and retention manager to develop and embed a customer lifecycle management approach to sustain habitual consumer behaviour and ultimately drive incremental value to the business.
• Build customer management and reporting capabilities around the lifecycle that enable execution, assessment and optimisation of any campaign activity.
• 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
My Skills
• Experience in managing through the line CRM programmes or direct response campaigns, ideally in a subscription environment
• Thorough understanding of the media industry or behavioural psychology
• Proven experience of managing complex stakeholders in high pressure environments
• Proven experience of working with revenue models.
• Thorough understanding of tools and techniques used in integrated marketing communications, direct response, digital marketing (display, social etc) and analysis programmes.
• Thorough understanding of best practice in engagement and 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
• Ability to communicate effectively, written and verbally
About Us,
News UK 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.
News UK 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 News UK is the place to build your career.