Head of Subscriber Retention

5 months ago

London, United Kingdom News UK Full time

**The Team**: This role sits within the Customer team, reporting into the Director of Customer Engagement & Planning. Whilst physical newspapers are still a key part of our business, driving digital subscriptions and revenue will be the key to future success. The customer is at the heart of everything we do and we are committed to creating long term loyal customers through driving engagement, improving customer experience and creating products that meet our customers needs. We use data to understand our customers' behaviours and use this data to inform our business decisions.

**Your Role**: Our goal is to significantly accelerate our digital subscribers growth and in order to do this we need an experienced Head of Subscriber Retention and Engagement with a focus on improving driving subscriber engagement and reducing subscriber churn. It will directly drive one of the business’ top KPIs — customer engagement and retention.

Your role will be to support the Director of Engagement & Planning, in evolving our retention strategy for paying subscribers, collaborating across the business to ensure that we increase customer engagement, reduce churn, increase subscriber tenure and LTV. As a retention leader you will have a strong customer-centric mentality with a forensic attention to data, combined with strategic thinking and tactical execution across all markets. You will have great interpersonal skills and collaborate closely with Editorial, Product, Technology and Data teams to drive our initiatives. Customer retention is a focus of all teams, this role will be essential providing focus to the strategy and aligning it to our common goals.

**Day to day you will**:

- Maintain the health of the paid subscriber base, reviewing trends, identifying areas of focus and making recommendations
- In depth understanding of the drivers of retention and key metrics - be able to present on performance and inform actions on what is and what isn’t working.
- Support the Director in strategic and budget conversations around retention forecasts.
- Work collaboratively with the sales, conversion, editorial, CRM, product, loyalty and customer operations teams on developing and executing short, medium and long term engagement and retention strategies across key markets
- Overall ownership on key subscriber retention projects, delivering long term subscriber value and improving satisfaction whilst mitigating headwinds from market and regulatory changes
- Be data led, prioritising new omnichannel strategies, clearly outlining the goals, the methodology, the impact and next steps
- Provide thought leadership about best practice and emerging customer engagement and retention strategies. Develop business cases where further investment may be required.
- Drive further monetisation opportunities through brand extensions and upgrades, that enhance customer experience and drive retention
- Develop innovative and new retention strategies on specific and identified customer churn risk groups
- Develop a clear set of goals and KPIs for the team, regularly reviewing performance
- Manage, lead and develop a retention team of managers. Develop strong working relationships with Global News Corp colleagues to share best practice and promote performance.
- Working with our Data and Insights team, enhance the in-depth reporting and narrative around paid subscriber engagement and retention, including leading indicators

**What we’re looking for from you**:

- Extensive experience of driving engagement and retention initiatives, building strategic frameworks and executing marketing plans in a subscriptions based business
- Solid strategic planning skills that can breakdown cross team projects into clear operational actions and outcomes
- Results-oriented with an exceptional track record of developing profitable retention programs and meeting and exceeding performance and revenue
- The ability to identify the relevant information required to make a decision and present that information in a concise, logical manner - see the big picture but be over the detail
- Excellent interpersonal and communication skills with the ability to convey complex ideas and generate buy-in from key stakeholders
- Strong analytical mindset with ability to work across multiple data sets and systems
- Self-motivated and organised with a high regard for attention to detail
- Experience working within a subscription/recurring revenue business is essential

**We are The Times & The Sunday Times, part of News UK**: One of the leading media businesses in the UK and Ireland, our newsbrands include The Times, The Sunday Times and The TLS, and our national broadcast brands include talkSPORT, Times Radio, talkRADIO and Virgin Radio. In 2022 we launched TalkTV, our major new TV channel available to everyone across the UK, delivering a schedule of news, current affairs, entertainment and sport. Our world-famous brands provide news, analysis, opinion and entertainment to almost 4

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