Retention Marketing Manager

Overview

In this role, you will lead retention and customer value initiatives for FT’s B2C audiences, translating strategy into actionable programmes across cancellations, renewals, upsell and cross-sell. You’ll work with cross-functional teams to improve subscript ion longevity, ARPU and post-cancellation re-subscription, while upholding high-quality, compliant customer communications. The role sits in the Customer Experience & Lifecycle Centre of Excellence, shaping shared lifecycle standards and best practices. This is your chance to impact subscriber value at a globally recognized news organisation.

Pay / Benefits

• generous annual leave
• medical cover
• inclusive parental leave
• subsidised gym memberships
• hybrid working model
• opportunities to give back to the community

Responsibilities

• Set direction for Cancel-Save and Winback programmes to reduce cancellations and boost re-subscription
• Manage renewal and reminder campaigns (Step Up, renewals, trials) and test optimisations
• Oversee Step Up reporting; identify short-term optimisation opportunities for pricing journeys
• Develop annual upsell and cross-sell plan to grow sustained ARPU
• Adapt programmes for different B2C audiences to align with commercial objectives
• Translate priorities into objectives, journeys, KPIs and briefs for Marketing Automation and delivery teams
• Deliver campaigns with cross-functional collaborators; balance commercial goals with premium customer experience
• Manage communications across email and mail; ensure accuracy and compliance in templates
• Coordinate with partners (lettershop, operations) to ensure smooth mail campaigns
• Own performance reporting; share insights, risks and opportunities with stakeholders
• Contribute to Centre of Excellence playbooks, guidelines and lifecycle standards
• Build relationships across Consumer Engagement, Data & Analytics, Pricing & Propositions, Marketing Automation, Product & Technology and Customer Care

Key requirements

• Experience delivering CRM, lifecycle, retention or renewal programmes in B2C or subscription environments
• Strong analytical skills to interpret performance and translate insights into actions
• Proven test-and-learn approach for experiments improving outcomes
• Ability to develop programme roadmaps from brief through to implementation and optimisation
• Strong commercial judgement on retention, pricing, upsell and ARPU impact
• Experience collaborating across analytical, marketing, technical, operational and customer-facing teams
• Excellent communication and relationship management; ability to explain performance, risks and opportunities
• Ability to create clear briefs for customer journeys and communications
• Attention to detail in customer communications, QA and compliance
• Ability to manage multiple programmes with clear ownership

• Analytical mindset
• Excellent communicator
• Cross-functional collaborator
• CRM and lifecycle management
• Marketing Automation
• Data & Analytics collaboration

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