Reports to

Director of Customer Marketing

Job Purpose

As the Head of Customer Retention, you will lead the strategy to maximise subscriber/member engagement, reduce churn and increase customer lifetime value. You will develop data-driven retention initiatives, audience centric customer lifecycle programmes which highlight the full range and value of our product offering, optimise the paying customer journey and enhance personalised experiences to ensure long-term loyalty and advocacy. Collaborating with editorial, brand marketing, product, audience, ecom, studios and commercial teams, you will drive sustainable growth while reinforcing the value of our journalism.

You will be responsible for:

• Developing and implementing a customer retention strategy to reduce churn and increase engagement
• Analysing paying customer behaviour and churn drivers using insights to refine retention tactics and improve customer experience
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