The Economist is a leading source of analysis on international business and world affairs, published weekly in print and digital editions, and daily through our apps and websites. We deliver our information through a range of formats, from newspapers and magazines to conferences, films and audio. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.
It’s an exciting time for customer retention at The Economist, which is receiving renewed focus following years of successful subscriber acquisition. As the Retention Marketing Executive, you’ll be part of the team at the forefront of making The Economist a world-leading customer retention organization. Working with the Head of Customer Development and a wider team of marketers and cross-functional experts, you’ll be putting the customer experience at the heart of everything you do, planning and executing CRM programs and multichannel marketing campaigns to drive engagement and crucial early-stage retention among subscribers in their first year of subscription - one of our key strategic audiences.
This challenging and rewarding role requires creative and analytical thinking, enthusiasm to develop, a rigorous test and learn approach, an understanding of customer experience design and the role of marketing communications in driving customer loyalty.
Work with the Head of Customer Development and wider retention team to successfully onboard new subscribers, increasing customer engagement and year-1 retention
Plan, execute and optimise multi-channel communication campaigns; manage a testing program to drive incremental improvement in customer retention metrics
Produce persuasive, compelling and on-brand communications to drive digital product usage and quality engagement among new subscribers
Regularly analyse retention and campaign data, reporting on campaign performance and developing new audience insight to fuel growth
Work in partnership with Editorial and content leads from the wider circulation team to identify, package and surface the most compelling editorial content
Work with the retention team and Journey Optimisation & Insight Specialists to develop your understanding of the drivers of early engagement and retention, using this to inform our campaigns
Identify opportunities to improve communication content and performance, continually feeding those opportunities into the testing road map
Monitor effective benchmarks (best practices) for developing and building customer engagement in a subscriptions business
Get involved in other retention projects and initiatives as they arise
Experience, skills and professional attributes
Ideal skills for this role are:
Previous experience in a retention or direct marketing position, in a subscriptions/membership setting would be ideal but not required
Experience planning and executing multi-channel marketing campaigns, optimising based on learnings and reporting the outcomes to stakeholders
Competent in the use of email marketing software, such as Salesforce, to help build and manage automated marketing programs
Project management, communication and collaboration skills; comfortable working with various teams across the business to get desired outcomes
Comfortable working with agency partners to develop highly engaging, brand-led communications designed to bring a digital brand ‘to life’ for customers
Data-driven, customer-first mindset with experience executing and optimising marketing campaigns and programs based on customer insight and learnings
An understanding of test and learn best practice to deliver improvements to customer communications
Confident self-starter, able to manage workload and juggle multiple priorities effectively. Flexible and happy with change.
Keen to develop - to learn quickly, step outside their comfort zone and actively seek feedback
If this role matches your skills, experience and motivations then please submit your CV with a covering note identifying why you feel you would be a great addition to the team along with your salary expectations.
In return, we provide a supportive and progressive environment with a wide range of opportunities for you to grow both personally and professionally.
The Economist Group values diversity. We are committed to equal opportunities and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnic origin, national origin, gender, race, colour, religious beliefs, disability, sexual orientation or age.