Head of Customer Retention

3 weeks ago

City of London, United Kingdom The Economist Full time

Role OverviewThe Economist is seeking an experienced and strategic Head of Customer Retention to lead our efforts in retaining and renewing our B2B subscriber base. This role will be pivotal in shaping and executing retention strategies, managing a high-performing team of Customer Success Specialists, and collaborating cross-functionally to ensure long-term subscriber satisfaction and value.This is a critical leadership role within the Economist Enterprise Sales and Customer Success organisation, based in our London office. The successful candidate will report to the Global Head of Sales and play a vital role in influencing revenue stability and customer lifetime value.Key ResponsibilitiesLeadership and Team ManagementLead, coach, and develop a team of Customer Success Specialists focused on subscriber retention and renewals.Set clear performance targets, KPIs, and customer success goals aligned with broader commercial objectives.Foster a proactive, customer-centric culture that champions subscriber satisfaction and loyalty.Develop and implement comprehensive retention strategies to reduce churn and improve customer lifetime value.Own the end-to-end renewal lifecycle, ensuring timely, data-driven, and customer-focused outreach.Leverage insights from churn analysis and customer feedback to implement continuous improvement initiatives.Customer Engagement Establish best-in-class customer journey and onboarding processes for different subscriber segments.Partner with marketing and editorial teams to ensure consistent and compelling value communication to subscribers.Manage escalations and ensure a seamless customer experience across all touchpoints.Data and InsightsUse customer data, analytics, and insights to identify retention risks and opportunities.Regularly report on retention performance, key trends, and actionable insights to senior leadership.Cross-functional CollaborationWork closely with Sales, Product, Editorial, and Marketing to align retention efforts with business priorities.Influence overall Economist Enterprise strategy with subscriber needs in mind.Contribute to the annual planning process with forecasts, budget inputs, and growth strategies.Qualifications and ExperienceProven experience in a senior retention, customer success, or subscription management role within a media or digital business.Demonstrated ability to lead, inspire, and develop high-performing teams.Strategic thinker with a track record of implementing successful retention and renewal strategies.Strong analytical mindset with experience using customer data to drive decisions.Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels.Proficiency in CRM tools (e.g. Salesforce) and customer lifecycle management platforms.

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