Retention Marketing Executive

Immediate Media

Immediate Media Co has an exciting opportunity for an enthusiastic and organised Marketing professional to join the subscriptions team to work on market-leading magazines that set the standard in their sectors and have highly engaged and loyal subscribers.

In the past 12 months, Immediate has seen significant growth in our print subscriber base to just under 1m customers, this has therefore seen an increased emphasis on implementing CRM best practise throughout the Subscriber lifecycle.

This role requires a talented Marketing Exec to execute and analyse aspects related to the customer journey for our subscribers from the point of purchase through to cancellation and win back

The Retention Executives objectives are to work with the Retention Manager to create a testing plan for tactical interventions throughout the subscriber lifecycle that will help to reduce churn, increase ARPU and maximise LTV’s whist also working with our contact centre partner to ensure excellent customer service. These will dovetail within the overall department vision and objectives as outlined by the Subscriptions Director.

Although this role is based in the London office it will be working across the entire portfolio of magazines brands therefore some travel to our Bristol office will be required.

Reporting & Analysis

Working with our analysts to create campaign analysis across the customer journey communication mix as well as understanding customer service touchpoints to implement data driven action taken to change outcomes and trends. Also, working with the Retention Manager to ensure relevant KPI’s are communicated to key brand stakeholders, providing clear insight into the performance across all magazines.

Campaigns

The role will comprise planning, execution, analysis and setting targets for retention/CRM campaigns across key areas, including:

• Welcome communications: Ensuring all welcome communications are on brand and offer reassurance to the customer post purchase as well as mitigating against any potential customer queries
• Onboarding Journey: Executing an onboarding journey that helps reduce first time churn through effective commination and bridging the gap between order date and first magazine received.
• Customer lifecycle: Reviewing all potential touchpoints during the customers lifecycle and executing trigger-based actions to mitigate any churn risk
• Churn reduction/Active renewals: Analyse key churn points and executing a testing plan of tactical measures to improve these as well as refining the current communication plan for those subscribers who do not auto renew.
• Customer saves: Using data insights and customer feedback to present the best save offer across our call centre and online cancels.
• Winback: Implement a testing plan looking at timing, offer, messaging and channel as to how we can get recently lapsed and cancelled subscribers to re-subscribe
• Customer Service: Working across our contact centre and online Your Account area to ensure a consistent and customer centric approach that meets agreed SLA’s as well as our customers and brands expectations.

This role will work closely with the subscription brand leads, our analysts and our ecommerce team as well as our external subscriptions Bureau who manage our subscriber data and customer contact centre.

A bit about you

• Subscriptions/Recurring Revenue Marketing Experience: This is not essential. But Basic HTML capabilities and an understanding of ESP functionality, such as Adestra is.
• Analytical Thinking: Approaches decision-making using analytical techniques. Breaks things down into component parts. Enjoys devising and following systematic working methods.
• Numeracy: Experience in using Google Analytics, Google Sheets, and Microsoft Excel. Shows confidence and accuracy when dealing with mathematical calculations and interpreting data.
• Organisation: Good planner and organiser. Assumes responsibility and understands when there are peaks and troughs in workload. Accurately scopes out length and difficulty of projects/tasks. Organises work and resources to meet deadlines. Uses initiative to step in where necessary.
• Attention to Detail: Experience of proof reading, and accurate representation of campaign results. Is meticulous at recording data.
• Team Player: Works as part of a team to achieve common goals through shared ambition, communication and collaboration. Actively contributes to the team, understands team goals and how they fit in. Supports other team members and knows when to ask for help. Doesn’t work in an isolated way. Encourages input from others. Bounces ideas off other people. Works together to create best outcome/result for the team.
• Creativity: Identifies new opportunities and approaches. Champions new ideas and initiatives. Encourages calculated risk taking and seeks different perspectives. Questions the status quo. Thinks about how new ideas will work pragmatically.
• Enthusiastic to Develop – able to learn quickly when facing new problems, open to stepping outside comfort zone to learn, and be proactive in seeking feedback.

We’re committed to building a diverse group of talent with a broad range of backgrounds, skills and capabilities and will give full and fair consideration to all applicants.

We know that flexibility is key to success and our people work flexibly in many different ways, so if this is important to you please let us know.

As you apply, we’ll ask you to share some personal information which will help us understand how we’re doing in our inclusion and diversity ambitions. We’d really appreciate if you’d take a few moments to complete this but if you’d rather not that’s fine too. Rest assured, we’ll treat your information confidentially.