Retention Marketing Lead

Job Locations India-Gurgaon | United Kingdom-London
ID
2021-7978

Introduction

The Economist Group logo

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 Lead, 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, helping to lead the planning and execution of multichannel marketing campaigns that drive quality engagement and crucial early-stage retention among year 1 subscribers - one of our key strategic audiences.

 

This challenging and rewarding role requires a confident self-starter, with excellent skills in both strategy and delivery and a keen understanding of how engagement and retention levers impact performance.

Accountabilities

How you will contribute:

  • Work with the Head of Customer Development to increase year 1 retention by successfully onboarding new subscribers, driving habitual, quality engagement to increase early loyalty
  • Own the development and delivery of the customer onboarding roadmap; plan, execute and optimise multi-channel programs and campaigns to drive incremental improvement in customer retention and product engagement metrics
  • Help coach and lead two marketing executives within the customer onboarding team
  • Design persuasive, compelling and on-brand customer experiences that help new subscribers discover, explore and extract value from their subscription
  • Analyse customer data to identify opportunities to improve retention and marketing performance, feeding new audience insight into the onboarding roadmap
  • Work with editorial and the email platform specialists to identify, package and surface the most compelling editorial content, developing our customer-first approach to automation, personalisation, communication preference and frequency
  • Work with the data and insight team to understand the drivers of early engagement and retention and how this impacts wider business and financial performance
  • Collaborate and influence across multiple teams, communicating the onboarding and retention strategy and ensuring our objectives and KPIs are reflected in cross-functional activity

Experience, skills and professional attributes

Ideal skills for the role are:

  • 2+ years in a retention-focussed management position (or similar); in a subscriptions/membership setting would be ideal but not required
  • Demonstrable experience planning and executing multi-channel marketing programs that deliver customer outcomes based on insight and learnings
  • Strong project manager, able to lead independently on multiple work streams and provide leadership to others
  • Excellent cross-functional operator, influencing across peer group to deliver workstreams
  • Confident self-starter, able to manage workload and juggle multiple priorities effectively
  • Detailed understanding of engagement and retention performance metrics and levers, able set KPIs and manage performance
  • Proactive problem solver, able to deal with and solve challenges independently
  • Clear communicator, able to lead conversations in team meetings and group settings
  • Excellent presentation skills, presents to team, cross functional and senior audiences
  • Receives feedback positively and demonstrates consistent adaptation. Good feedback and coaching skills
  • Data-driven, customer-first mindset



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