Subscriber Retention Analyst

2 months ago

City of Westminster, Greater London, United Kingdom UnHerd Full time
About the Role

We are seeking a highly skilled Data Analyst to join our team at UnHerd, a leading online publication. As a Data Analyst - Subscriptions, you will play a critical role in helping us better understand our audience, expand our reach, and deliver the best possible reader experience.

Key Responsibilities
  • Subscriber Insights: Analyze subscriber activity and behaviors to identify factors that may lead to churn and develop strategies to enhance the subscriber experience, driving retention and growth.
  • Product Improvement: Collaborate with our Subscriptions and Tech teams to address issues and provide a seamless user experience. Work closely with other teams to build new offerings and products based on historical data.
  • Retention Campaigns: Design and implement targeted customer retention campaigns based on insights from data, ensuring a personalized approach to retaining at-risk customers.
  • Personalization: Inform personalized offers, promotions, and incentives to retain at-risk customers, leveraging data-driven insights.
  • Customer Lifetime Value (CLV) Analysis: Calculate and analyze CLV to understand the long-term profitability of identified subscriber segments.
  • A/B Testing: Iterate at scale using A/B testing tools to continually improve the effectiveness of retention efforts.
  • Subscriber Metrics: Develop and monitor key subscriber metrics, such as engagement, satisfaction, and usage patterns, proactively addressing issues.
  • Churn Forecasting: Develop a way of forecasting future churn rates and drivers, providing accurate and timely forecasts to inform strategic planning.
  • Scalability: Implement automated processes for routine churn analysis tasks, improving efficiency and establishing key performance indicators (KPIs) related to churn analysis.
Requirements
  • 3+ years of experience in Customer/Subscriber retention for an internet-based business, ideally within Publishing/Media.
  • Familiarity with Piano Subscription Management software and Mailchimp is desirable.
  • Strong experience and deep understanding of Data Analysis and related tools/techniques.
  • Proficiency in data analysis/visualization tools and languages (e.g., Excel, PowerQuery, SQL, Python, R, Microsoft PowerBI, Tableau, Jupyter Notebooks) as well as Cloud architectures (Google Cloud/Microsoft Azure) and data modeling.
  • Experience using machine learning tools and statistical techniques to produce solutions to problems.
  • High level of attention to data detail and thoroughness.
  • Strong analytical thinking and problem-solving skills.
  • Ability to self-learn and acquire expertise rapidly in own and other related fields.
  • Ability to work with and without direction and deliver to deadlines.
  • Confident, motivated, proactive, focused on business objectives, and a strong communicator.
  • Strong people skills, able to engage with a wide range of stakeholders at all levels.
  • Natural curiosity and desire to create something special in this once-in-a-career opportunity.
What We Offer
  • Training & Development.
  • 3% Employer Contribution Pension Scheme.
  • Generous Holiday Allowance with 25 days holiday per calendar year + birthday holiday bonus + Bank Holiday Leave.
  • All staff receive generous discounts at our Ground Floor restaurant, as well as free pantry of tea & coffee, fruits & snacks.
  • Generous subsidising of private healthcare with the option to add dependents and spouses.
  • Cycle to work scheme saving you 25-39% on a bike and accessories.
  • Interest free season ticket loan available to assist in the cost of travelling to and from the workplace.

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