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About the Role

This role is responsible for developing and delivering retention and customer value programmes across B2C audiences, including FT Digital and Print subscribers, the wider consumer portfolio, Investors’ Chronicle, Students and partnerships. You will translate the Subscription Management & Retention strategy into clear programme plans and priorities, using customer and commercial insight to reduce cancellations, increase resubscription and grow ARPU. This role requires critical thinking, hands-on delivery, and ownership of programme performance.

Responsibilities

Set the direction and roadmap for Cancel-Save and Winback programmes, continually identifying and delivering opportunities to reduce cancellations and increase post-cancellation re-subscription.
Handle and optimise the renewal programme, including Step Up, renewal and subscription or trial reminders, keeping communications current and identifying tests that can improve performance.
Oversee Step Up reporting and performance, sharing insight with the wider business and identifying short-term optimisation opportunities.
Develop the annual upsell and cross-sell plan and deliver campaigns and initiatives that support sustained ARPU growth.
Adapt programmes and initiatives 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 delivery teams.
Deliver campaigns and initiatives with relevant collaborators, balancing commercial objectives with a premium customer experience.
Handle service communications across email and mail, working with Marketing Automation to maintain and optimise communications.
Handle relevant operational partners, including lettershop relationships, to support the smooth delivery of mail campaigns and keep customer communication templates up to date.
Ensure customer communications are accurate, legally compliant and aligned with the wider service communications framework.
Own the performance of programmes within your remit, using customer and commercial insight to identify risks, opportunities and areas for optimisation.
Contribute to weekly commercial reporting by maintaining performance views, investigating the drivers of changes and developing additional analysis.
Share regular performance updates with the wider Customer Experience & Lifecycle team, communicating insights, risks and opportunities clearly.
Use testing and continuous optimisation to improve programme performance and embed successful approaches into future activity.
Build strong relationships across Consumer Engagement, Data & Analytics, Pricing & Propositions, Marketing Automation, Product & Technology, Customer Care and other teams to deliver shared customer and commercial outcomes.
Proactively manage relationships, dependencies and delivery requirements to ensure programmes and campaigns are implemented successfully.
Use customer insight and performance evidence to make clear recommendations and support decision-making across the programmes you own.
Contribute to Customer Experience & Lifecycle Centre of Excellence frameworks, playbooks and guideline, helping establish consistent lifecycle standards and ways of working.
Share successful approaches, insights and learning across Consumer and B2B, finding opportunities to reuse and scale effective lifecycle approaches.

Requirements

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, find opportunities and translate insight into clear actions.
A test-and-learn approach, with experience developing and evaluating experiments to improve customer and commercial outcomes.
Ability to develop programme plans and roadmaps and manage initiatives from briefing through implementation, measurement and optimisation.
Strong commercial judgement and an 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 to deliver outcomes.
Strong communication and relationship management skills, including the ability 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 when managing customer communications, quality assurance and compliance requirements.
Ability to manage multiple programmes and priorities while maintaining clear ownership of delivery and outcomes.
Experience working in a subscription-based or B2C environment.
Experience working across multiple customer audiences or propositions.

Skills

CRM
Lifecycle marketing
Retention marketing
Renewal marketing
Upsell marketing
Customer programme management
Analytical skills
Test and learn methodology
Programme planning
Roadmap development
Commercial judgement
Collaboration
Relationship management
Communication skills
Brief writing
Attention to detail
Project management

Location

Remote
Hybrid

Work Type

Hybrid

Experience Level

Mid-level

Benefits

Generous annual leave
Medical cover
Inclusive parental leave packages
Subsidised gym memberships
Opportunities to give back to the community

About the Company

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.
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.

Equal Opportunity

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued.
A supportive workplace is one where employees feel they can be themselves and operate to their full potential.
We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.
We are a disability confident employer and Valuable 500 signatory.