Subscriber Experience Specialist (Hybrid)

Financial Times; Taguig; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Annual leave

Medical cover

Parental leave

Gym memberships

Community giving

Job summary

The Financial Times is seeking a Customer Experience Associate on a fixed‑term contract in Manila. You will engage subscribers 1:1 to deliver a personalised experience, promote the benefits of the FT subscription and capture feedback to support customer-centric initiatives.

You will join the global Subscriber Engagement Team within Customer Experience & Lifecycle Marketing, working across platforms, reading subscriber signals, and helping readers maximise value while maintaining a high standard

Qualifications

• Candidate should have some customer-facing experience (e.g., basic sales or outbound calls).
• Able to build rapport with customers and guide them through a digital product.
• Demonstrates curiosity, asks questions, and listens actively.
• Able to manage time to meet deadlines and targets.
• Excellent verbal and written communication skills.
• Enjoys reading FT content or similar material.

Responsibilities

• Engage FT subscribers at various seniority levels via outbound calls with a customer-centric approach.
• Help readers maximise benefits of trial/subscription by guiding them through FT.com and mobile app.
• Develop knowledge of content, tools, features, and events across FT platforms.
• Maintain a positive, proactive attitude and manage call leads weekly.
• Adapt to new outbound campaigns aligned with the customer lifecycle strategy.
• Achieve KPI targets for contact rates, call acceptance, engagement, and retention.

Skills

Customer-facing

Rapport building

Active listening

Time management

Verbal communication

Written communication

Reading FT content

Job description

The Financial Times is seeking a Customer Experience Associate on a fixed‑term contract in Manila. You will engage subscribers 1:1 to deliver a personalised experience, promote the benefits of the FT subscription and capture feedback to support customer-centric initiatives.

You will join the global Subscriber Engagement Team within Customer Experience & Lifecycle Marketing, working across platforms, reading subscriber signals, and helping readers maximise value while maintaining a high standard