Subscriber Experience Specialist (Hybrid, Fixed-Term)

Financial Times; Manila; Hybrid; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Hybrid work model

Generous annual leave

Medical cover

Inclusive parental leave

Subsidised gym memberships

Community volunteering opportunities

Job summary

The Financial Times is seeking a Customer Experience Associate on a fixed-term contract in Manila. You will engage subscribers via outbound calls, guide them through FT platforms, and tailor interactions to drive trial conversions and long-term engagement.

You will work within a global media brand, leveraging knowledge of FT content and tools to deliver a premium, personalised experience while contributing to customer insights and lifecycle strategies.

Qualifications

• Candidates must have some customer-facing experience e.g. basic sales, cold calls, is desirable
• Ability to build customer rapport, verbally engaging and guiding customers through a digital product in a personalised manner
• Lead with curiosity - confidently and skillfully asking questions and demonstrating active listening
• Ability to self-manage time according to regular deadlines
• Excellent verbal and written communication skills
• Enjoys reading FT content or similar content

Responsibilities

• Engage FT subscribers at all levels of seniority from a broad range of industries and sectors to inform subscribers of products and services via outbound engagement calls with a customer centric approach
• Help FT readers maximise the benefits of their trial and/or subscription, driving conversion rates and building engagement habits, by walking readers through the website and mobile app. Asking probing questions to effectively match their interests to content, tools, features and services available on FT.com
• Proactively develop knowledge of content, tools, features and live events, on all FT platforms
• Demonstrate resilience by having a positive attitude when making outbound calls, being self-motivated and effectively managing call leads on a weekly basis
• Be adaptable to new and changing outbound campaigns that evolve with the customer lifecycle strategy
• Be accountable for your individual performance against Key Performance Indicators including contact rates, call acceptance rates, engagement & retention impact
• Input customer feedback following all outbound calls to support the voice of the customer program
• Effectively promote and secure appointment bookings for in-depth consultations with FT Specialists

Skills

Customer-facing experience

Customer rapport

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 via outbound calls, guide them through FT platforms, and tailor interactions to drive trial conversions and long-term engagement.

You will work within a global media brand, leveraging knowledge of FT content and tools to deliver a premium, personalised experience while contributing to customer insights and lifecycle strategies.