Engagement and Retention Manager – Subscriptions

The School of Life; London; On-site; GBP 60,000 - 80,000; Full time

Job description

Engagement and Retention Manager – Subscriptions

Reporting to the Digital Director, the Engagement and Retention Manager – Subscriptions sits at the intersection of product and marketing. This role is primarily responsible for driving subscriber activation and retention, creating personalised customer experiences that drive loyalty and long-term engagement. You are highly numerate, analytical, and data-driven, using your deep product, customer, and commercial knowledge to drive growth across our activation and retention funnels, ensuring our subscribers get maximum value from their subscription. You will take a data-driven approach to develop a deep understanding of customer behaviour and needs, designing and executing growth initiatives via continuous experimentation and testing.

Responsibilities

• Drive users, revenue, and business growth through ideation and implementation of activation and retention strategies for The School of Life Subscription.
• Create a frictionless user experience for all stages of the user engagement lifecycle.
• Drive growth and increase customer LTV via value proposition and price testing, landing page optimisations, and push notifications across the awareness and activation stages of the funnel.
• Own and manage retention initiatives using push, in-app, and email automations for all paying subscribers.
• Design and implement automations and customer interactions that are triggered in response to specific subscription usage patterns and behaviours.
• Analyse various data sets to drive insights, alongside A/B testing and experimentation to continually improve user experience and product offering.
• Be proactive in optimising our data and reporting infrastructure, working closely with the Product team to scope and implement any required changes to data layers, custom fields, and events.
• Manage churn via implementation and optimisation of effective and compelling winback campaigns.
• Collaborate with UX & Product team members to ideate and develop user experience improvements.
• Champion the voice of the subscriber internally, including using behavioural analytics to advise on product development.
• Work closely with the Direct to Customer Marketing team to find cross-funnel and cross-channel opportunities to reach and convert new audiences into subscribers.

Measurable Objectives:

• Daily, weekly, monthly active users.
• LTV / Monthly Recurring Revenue.
• Winback campaign performance.

Experience

At least 5 years proven experience in a growth or related role. Track record identifying and implementing initiatives that have made a significant contribution to product-led growth performance. Extensive experience using Google Analytics. Experience of Iterable or other similar CRM automation tool desirable. Experience creating Looker reports desirable.

Qualities

A passion for emotional and mental wellbeing. Highly organised with the ability to handle multiple projects with changing priorities and deadlines. An excellent communicator, with strong presentation and interpersonal skills. Mission-driven, enjoy working in a team-focused environment, and always seeking ways to improve. Detail-oriented with an enthusiasm for problem-solving and continuous improvement. Creative thinker, able to identify new opportunities and audiences. Comfortable executing against a plan, and working with key stakeholders. Outgoing and driven work ethic with the ability to work both independently and as part of a team. Strong project and stakeholder management skills.

Superpower

Highly numerate and data-driven, ability to analyse complex data into simplified recommendations.

£60-65k dependent on experience.

To Apply

Deadline for applications 5pm, Tuesday 20th August. Please click on the button above to send a cover letter with your CV, including a short overview of why you would like to work for The School of Life, your perception of the brand, and what we offer to customers.

What you’ll get from us...

• To work with a diverse team of brilliant minds!
• A culture focused on growth & personal development.
• £500 per year learning budget.
• Hybrid working model with 2 days work in our office on Chancery Lane & use of other office spaces in the group.
• Use of office gym, classes & sauna.
• 25 days holiday + bank holidays.
• Up to 5 days per year unpaid holiday.
• 1 extra holiday day per year of service (after 2 years service, capped at 3 additional days).
• Copies of all our newly released books.
• Participation in The School of Life personal development sessions.