Senior Retention Marketing Executive

We are recruiting for a Senior Retention Marketing Executive to join The Economist's Customer Trading team. The successful candidate will work closely with the Head of Customer Trading, a wider team of marketers and cross-functional experts to increase restart, retention and renewal rates to improve customer lifetime value for subscribers to The Economist. This key role will be responsible for executing renewal and restart campaigns, from planning and producing copy and creative, to testing, optimising and measuring performance across multichannel marketing campaigns.

Main responsibilities:

• Own, plan, execute and measure multi-channel renewal and restart marketing campaigns (inc. owned and paid channels) to drive incremental improvement in subscriber renewal and restart rates - taking full use of our growing martech stack (eg. BlueConic, Moveable Ink)
• Continuously optimise existing retention initiatives, with a primary focus on driving CLTV and revenue retained.
• Align with our Acquisition team who lead the development of  Economist ATL plans by providing regular retention inputs and feedback.
• Leverage machine learning and AI models to develop strong next best action retention plans, targeting the right customers at the right time, driving renewals and restart.
• Contribute to weekly Retention Trading meetings including creation of supporting analysis or materials, to maintain strong visibility of retention KPIs with key stakeholders.
• Identify key retention risks and opportunities, creating mitigation and go-faster plans where appropriate, with the guidance of the Head of Customer Trading.
• Regularly analyse retention KPIs and campaign data, reporting on campaign performance and propose recommendations for optimisation and growth, presenting these learnings to the wider team and senior stakeholders as appropriate.
• Work closely with the Head of Customer Trading to identify optimisation opportunities to improve retention across all channels and develop quarterly testing roadmaps.
• Collaborate with the data insights team to identify appropriate customer segments and ensure performance measuring metrics are in place for test-and-learn campaigns. 
• Partner with Editorial and content leads from the wider circulation team to identify, package and surface the most compelling editorial content for renewals and restart marketing campaigns.
• Liaise with Mailing Houses and Call Centre teams to maintain and update renewal and restart marketing assets and scripts.
• Work with the Customer Operations team to ensure all renewal and restart offers are set up correctly.

 The ideal candidate will have/be:

• Experience planning and executing multi-channel marketing campaigns, optimising based on learnings and reporting the outcomes to stakeholders.
• Target driven, numerate and has a natural curiosity to understand the levers of success and how to deliver a step change in our retention performance. 
• Competent in the use of email marketing software, such as Salesforce Marketing Cloud, to help build and manage automated marketing programs.
• Interested 
• Previous experience in a customer retention or direct marketing position, in a subscriptions/membership setting would be ideal but not required.
• Project management, communication and collaboration skills; comfortable working with various teams across the business to get desired outcomes.
• An understanding of test-and-learn best practice to deliver improvements to customer communications.
• Passionate about the media industry and subscriptions, keeps up to date with the latest marketing trends and shares best practice.
• Confident self-starter, able to manage workload and juggle multiple priorities effectively. 
• Keen to develop - to learn quickly, step outside of their comfort zone and actively seek feedback to continuously improve.

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