Company: The Financial Times
Location: London
Job Description:
Overview
In this role you drive the B2B lifecycle strategy for FT Professional and FT Specialist, focusing on renewal and customer value growth through cross-sell and upsell. You own lifecycle programmes from renewal to expansion, collaborating with cross-functional teams to improve renewal outcomes and lifetime value. You’ll translate strategy into quarterly plans and use customer insight to prioritise initiatives. This is a chance to shape premium customer experiences in a leading media business with a strong, collaborative culture.
Pay / Benefits
- generous annual leave
- medical cover
- inclusive parental leave packages
- subsidised gym memberships
- opportunities to give back to the community
- hybrid work model with onsite requirements
- Own lifecycle plans and programmes focused on renewal, retention, cross-sell and upsell, translating strategy into quarterly priorities with measurable outcomes
- Identify customer needs and commercial opportunities to maximise renewal rates and account expansion
- Define lifecycle approaches (audience segmentation, personalisation, contact strategy, customer experience)
- Prioritise initiatives balancing renewal performance, growth, and resources
- Lead adoption of Experience and Lifecycle Centre of Excellence standards for a consistent customer experience
- Define programme objectives, journeys, content direction, KPIs and success measures with renewal/expansion focus
- Develop briefs and journey requirements for Marketing Automation aligned with strategy
- Lead cross-functional planning with B2B Marketing, Sales and Data & Analytics
- Oversee programme delivery, manage risks and dependencies, maintain governance and standards
- Own performance of lifecycle programmes, monitor KPIs, identify risks/opportunities, provide recommendations
- Lead optimisation roadmap for your portfolio, test design, measurement, and scaling improvements
- Collaborate with B2B Marketing, Sales, Data & Analytics to support product, proposition and account strategies
- Lead development and adoption of lifecycle frameworks, playbooks, governance across B2B lifecycle
- Coach junior colleagues and share best practices across FT’s lifecycle communities
- Significant experience in CRM, lifecycle, retention, renewal, expansion or customer marketing in B2B or subscription environments
- Experience owning customer marketing programmes and defining KPIs and outcomes
- Strong analytical and commercial skills to translate behavior into strategic improvements
- Experience defining customer segmentation, personalisation, testing strategies and lifecycle programmes
- Strong planning, prioritisation and organisational skills; ability to manage competing priorities
- Excellent written and verbal communication and ability to influence collaborators
- Strong creative judgement in reviewing customer-facing communications and journeys
- Customer-focused and commercially minded with a track record of renewal performance improvements
- Interest in journalism and media and understanding of large/complex media organisations
- Excellent written and verbal communication
- Influence and collaboration with cross-functional teams
- Customer focus and commercial mindset
- CRM
- Lifecycle management
- Segmentation and personalisation
Posted: September 20th, 2026