Lifecycle & Retention Marketing Manager

Financial Times; Greater London; Hybrid; GBP 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Hybrid working (onsite 50%+)

Generous benefits (annual leave,医疗保健,家

Subsidised gym memberships

Zusammenfassung

Financial Times is seeking an experienced Leader to own and optimise CRM, lifecycle and retention programmes across its B2C audiences. You will translate strategy into actionable plans, drive renewals and upsell, and partner with Marketing Automation, Data & Analytics and Product teams to improve ARPU.

You will also contribute to lifecycle frameworks, deliver rigorous performance insights and maintain high standards for customer communications across channels.

Qualifikationen

• 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.

Aufgaben

• Retention and customer value programmes: Set the direction and roadmap for Cancel-Save and Winback, optimise renewal and upsell initiatives.
• Programme development and delivery: Translate priorities into objectives, journeys, KPIs and briefs for delivery teams.
• Reporting, insight and optimisation: Own performance, share insights and identify risks and opportunities.
• Collaboration and relationship management: Build relationships across teams to deliver shared outcomes.
• Centre of Excellence contribution: Contribute to frameworks, playbooks and guidelines for lifecycle excellence.

Kenntnisse

CRM & lifecycle

Retention programs

Analytics

Test & learn

Programme planning

Cross-functional collaboration

Communication

Attention to detail

Multi-programme management

Tools

Marketing Automation

CRM systems

Data & Analytics tools

Jobbeschreibung

Financial Times is seeking an experienced Leader to own and optimise CRM, lifecycle and retention programmes across its B2C audiences. You will translate strategy into actionable plans, drive renewals and upsell, and partner with Marketing Automation, Data & Analytics and Product teams to improve ARPU.

You will also contribute to lifecycle frameworks, deliver rigorous performance insights and maintain high standards for customer communications across channels.