Senior Operations Lead New London - Commercial

Economist Group; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading analytical organization is seeking a Senior Operations Lead to manage customer operations and ensure timely delivery for marketing campaigns. The role requires proven experience in operations, strong analytical skills, and the ability to lead a team. The ideal candidate will be proficient in CRM and eCommerce systems, with excellent communication skills. A competitive benefits package, including health insurance and a flexible working policy, is provided.

Benefits

Compassionate leave

Private health insurance

Work From Anywhere program

Generous annual leave

Access to wellbeing resources

Qualifications

• Proven experience in planning, analysis, and reporting, preferably in an operations role.
• Experience working with CRM, Finance, or eCommerce systems.
• Excellent verbal and written communication skills, able to explain complex concepts to non-technical stakeholders.
• Experience working with teams remotely (UK and overseas).

Responsibilities

• Lead sprint planning, manage work allocation, and ensure timely delivery for the team.
• Develop the team's skills and knowledge through training.
• Manage the end-to-end process for our offer touchpoints.
• Monitor and develop quality control processes.

Skills

Problem solving mindset

Strong analytical thinking skills

Excellent verbal communication skills

Excellent written communication skills

High attention to detail

Organized and resourceful attitude

Ability to lead and mentor a team

Proficiency with Google Workspace

Experience in campaign setup

Tools

CRM systems

eCommerce systems

Google Sheets/Excel

Job description

We are an organisation that exists to drive progress. That's the "red thread" that connects everyone at The Economist Group (TEG). Our businesses share a devotion to innovation, independence and rigour in their fields of expertise. We empower people to understand and tackle the critical challenges and changes facing the world. Our analytical rigour, global expertise and evidence-based insights enable individuals and organisations to make sense of these shifts and chart a course through them.

We deliver analysis and insights in many formats to subscribers and clients in 170 countries through our four businesses, The Economist, Economist Impact, Economist Intelligence and Economist Education, which uphold our global reputation for excellence and integrity.

About the Role

As the Senior Operations Lead, you will be the central hub for our Customer Operations team. You'll drive the daily operations that power our customer-facing platforms, including our e-commerce system, app pricing, and subscription paywalls. This role is critical for ensuring our team hits its delivery deadlines while collaborating closely with Acquisition and Retention marketing teams to launch new subscription campaigns, experiments, and fulfilment operations.

What You'll Do (Responsibilities)

Team & Project Management

• Lead sprint planning, manage work allocation, and ensure timely delivery for the team
• Provide project management support, create detailed delivery plans, and elevate any risks, blockers, or dependencies
• Develop the team's skills and knowledge through training; ensure all processes are continuously maintained, improved, and understood
• Act as a central point-of-contact for circulation marketing, product, and technology teams, providing escalation support

Platform & Campaign Operations

• Manage the end-to-end process for our offer touchpoints, from request through to delivery and sign off
• Oversee the release and regression testing process, ensuring changes are communicated and bugs are raised
• Support the testing roadmap by gathering clear requirements, creating tickets, and maintaining documentation
• Maintain our acquisition and retention app pricing as per marketing requirements

Process Improvement & Strategy

• Monitor and develop quality control processes, working with the internal QA team to adopt best practices
• Work closely with third party vendors and internal teams to ensure bugs are resolved in a timely manner and enhancement requests are logged
• Identify opportunities for process improvement and assist with implementation
• Ensure our KPIs are met, provide regular progress updates, and support roadmap planning
• Become a subject matter expert on our systems and dependencies to confidently suggest solutions

What You'll Bring Required

• Proven experience in planning, analysis, and reporting, preferably in an operations role
• Experience working with CRM, Finance, or e commerce systems
• A problem solving mindset and strong analytical thinking skills
• Excellent verbal and written communication skills, with the ability to explain complex concepts to non technical stakeholders
• High attention to detail with a positive, organized, and resourceful attitude
• Ability to lead, support, and mentor a team
• Proficiency with Google Workspace and Google Sheets/Excel
• Experience in campaign set up and QA processes
• A strong awareness of marketing principles and activities
• Experience working with teams remotely (UK and overseas)

AI usage for your application

We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.

What we offer

Our benefits package is designed to support your wellbeing, growth and work life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.

We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 40 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.

You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.