<h2>About us</h2> <p>The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.</p> <p>At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.</p> <p>In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.</p> <p>Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.</p> <p>Build a newsworthy career at the FT.</p> <h2>Our commitment to diversity, equity and inclusion</h2> <p>We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.</p> <h2>The role</h2> <p><strong>Reports to:</strong> Senior Marketing Manager, Subscription Management & Retention</p> <p>This role is responsible for developing and delivering retention and customer value programmes across our B2C audiences, including FT Digital and Print subscribers, the wider consumer portfolio, Investors’ Chronicle, Students and partnerships.</p> <p>You will turn the wider Subscription Management & Retention strategy into clear programme plans and priorities spanning cancel-save, winback, renewals, Step Up, upsell and cross-sell. Using customer and commercial insight, you will find opportunities to reduce cancellations, increase resubscription and grow average revenue per user (ARPU), working collaboratively across Consumer Engagement, Data & Analytics, Pricing & Propositions, Marketing Automation, Product & Technology, Customer Care and other teams.</p> <p>This is a role for someone who combines critical thinking with hands-on delivery and takes ownership of programme performance. As part of the Customer Experience & Lifecycle Centre of Excellence, you will also contribute to shared lifecycle frameworks, guideline and ways of working.</p> <h2>Key responsibilities</h2> <h3>Retention and customer value programmes</h3> <ul> <li>Set the direction and roadmap for Cancel-Save and Winback programmes, continually identifying and delivering opportunities to reduce cancellations and increase post-cancellation re-subscription.</li> <li>Handle and optimise the renewal programme, including Step Up, renewal and subscription or trial reminders, keeping communications current and identifying tests that can improve performance.</li> <li>Oversee Step Up reporting and performance, sharing insight with the wider business and identifying short-term optimisation opportunities that can help inform the broader approach to pricing journeys and Step Up.</li> <li>Develop the annual upsell and cross-sell plan and deliver campaigns and initiatives that support sustained ARPU growth.</li> <li>Adapt programmes and initiatives across different B2C audiences to reflect customer needs and commercial objectives.</li> </ul> <h3>Programme development and delivery</h3> <ul> <li>Translate programme priorities into clear objectives, customer journeys, audience approaches, KPIs and briefs for Marketing Automation and other delivery teams.</li> <li>Deliver campaigns and initiatives with relevant collaborators, balancing commercial objectives with a premium customer experience.</li> <li>Handle service communications across email and mail, working with Marketing Automation to maintain and optimise communications so customers receive the information they need.</li> <li>Handle relevant operational partners, including lettershop relationships, to support the smooth delivery of mail campaigns and keep customer communication templates up to date.</li> <li>Ensure customer communications are accurate, legally compliant and aligned with the wider service communications framework.</li> </ul> <h3>Reporting, insight and optimisation</h3> <ul> <li>Own the performance of programmes within your remit, using customer and commercial insight to identify risks, opportunities and areas for optimisation.</li> <li>Contribute to weekly commercial reporting by maintaining performance views, investigating the drivers of changes and developing additional analysis where useful.</li> <li>Share regular performance updates with the wider Customer Experience & Lifecycle team, communicating insights, risks and opportunities clearly.</li> <li>Use testing and continuous optimisation to improve programme performance and embed successful approaches into future activity.</li> </ul> <h3>Collaboration and relationship management</h3> <ul> <li>Build strong relationships across Consumer Engagement, Data & Analytics, Pricing & Propositions, Marketing Automation, Product & Technology, Customer Care and other teams to deliver shared customer and commercial outcomes.</li> <li>Proactively manage relationships, dependencies and delivery requirements to ensure programmes and campaigns are implemented successfully.</li> <li>Use customer insight and performance evidence to make clear recommendations and support decision-making across the programmes you