This pivotal role in the subscriptions and growth team has the responsibility for reducing subscriber attrition by driving improvements and enhancements to the customer experience, including management of subscription change, and the delivery of key marketing programs which address specific customer pain points.
The Marketing Lead, CX & Retention will use data, insights and technology to deliver continuous improvement to our renewal, retention and save strategies; and proactively identify other opportunities to improve the customer experience whilst addressing the needs of subscribers by developing solutions to improve subscriber satisfaction.
Please note this is a 12 month fixed-term contract with the view to go permanent.
Responsibilities:
- Manage a team of two Marketing Managers who are responsible for the delivery of the CX and Retention and Lifecycle roadmaps
- Review and optimisation of the retention journeys across audience, creative and channels to reduce churn. Journeys include: Upsell, payment decline, saves and renewals for all subscribers
- Manage an ongoing experimentation strategy to drive the most effective result for each channel, touchpoint and creative execution across retention journeys.
- Ownership of the reporting and analysis for business intelligence for the save and retention lifecycle stages
- Manage and implement our online Support Centres to ensure subscribers can easily find support and reduce enquiries to our customer service team
- Collaborate with the Product and Tech teams on improvements to improve customer experience and reduce complaints and pain points, and support changes to our subscription product offerings
- Own the relationship with our Customer Service team, ensuring briefs, processes and strategies are communicated and aligned.
- Translate customer research and feedback into actionable insights and initiatives to solve subscriber pain-points.
- Deliver key subscriber communications relating to changes within our subscription products, including any changes to price and terms and conditions
- Implement our strategic pricing program for the retention, saves and win-back lifestyle stages, in collaboration with our Audience & Acquisition team
