You’ll aim to improve subscriber engagement and the correlation between this and retention. You will develop our registrant engagement to warm them up for conversion and help to prevent ‘churn’ of registrants, as well as raise the Telegraph’s LTV and brand affinity.
Work with internal stakeholders, particularly data and analysis, to support and guide the development of both subscriber and registrant engagement reporting, RFV and LTV models and program health metrics.
Collaborate with all internal stakeholders (marketing, editorial, product) to create methods of engagement for subscribers and registrants that will increase individual and collective RFV metrics.
Develop, test, operationalise and measure strategies (including existing strategies - rewards and subscriber events) based on insight, that improve engagement usage (and overall retention) of our digital subscribers while facilitating the delivery of our pricing strategy.
Develop, test, operationalise and measure strategies for increasing the digital engagement of our print subscribers.
Direct responsibility, working together with the Senior Retention Manager, for execution of strategies around subscriber and registrant experience, in-life engagement and communication.
Support and influence direct and matrix team to support world-class subscriber experience, engagement and retention strategy and foster culture of continuous improvement.
Become an evangelist for customer centric, data-led subscriber/registrant retention and engagement strategies business-wide. Support stakeholders in understanding their impact and influence on engagement and retention.
Significant demonstrable experience in customer/subscriber retention, engagement & loyalty experience, ideally within a media and/or subscriptions environment
Creative and innovative. Finds creative ways around tactical problems
Understanding of targeted multi-channel initiatives and campaigns (email, dm, in-app, retargeting, social, personalisation, experiential)
Highly data-literate with the ability to ask the right questions and make decisions in a fast-paced environment basing these on data and using sound commercial insight
Understanding of the role of broader engagement (content, feature usage, frequency of usage, platform of usage etc) in retention and lifetime value strategies.
Strong brief-writing and copy-writing skills
Exceptional communicator with experience of building, nurturing and maintaining relationships across all levels of business (internal and external)
Excellent attention to detail, planning, organisational and time management skills with the ability to work to competing tight deadlines under pressure, with a positive attitude
Proactive, professional and resilient
We are an equal opportunities employer, hiring solely on merit and business need. We encourage applications regardless of sex, gender identity, ethnicity, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, parenthood and disability. If you require reasonable adjustments in any recruitment process with us, please make us aware.