Head of Customer Retention

We are an organisation that exists to drive progress. That's the "red thread" that connects everyone at The Economist Group (TEG). Our businesses share a devotion to innovation, independence and rigour in their fields of expertise. We empower people to understand and tackle the critical challenges and changes facing the world. Our analytical rigour, global expertise and evidence-based insights enable individuals and organisations to make sense of these shifts and chart a course through them.

We deliver analysis and insights in many formats to subscribers and clients in 170 countries through our four businesses, The Economist, Economist Impact, Economist Intelligence and Economist Education, which uphold our global reputation for excellence and integrity.

Role Overview

The 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 Responsibilities

Leadership and Team Management

• Lead, 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 Insights

• Use 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 Collaboration

• Work 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 Experience

• Proven 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.

We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.

Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.

We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.

You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.