Job description
About us
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.
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.
In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.
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.
Build a newsworthy career at the FT.
Our commitment to diversity, equity and inclusion
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.
The Role
This role is responsible for delivering and optimising initiatives that support digital renewal and ARPU growth - in particular, focusing on renewals and upsell opportunities.
You will use customer and commercial insight to find opportunities to improve retention, engagement and incremental revenue, while ensuring renewal activity is transparent and consistently delivered. Working across Customer Engagement, Data & Analytics, Monetisation, Marketing Automation, UX and other teams, you will progress insight into customer journeys and communications that improve the subscriber experience and support sustainable commercial growth.
The role combines critical thinking with hands-on delivery, providing ownership of key retention metrics and programmes while contributing to wider marketing initiatives designed to strengthen customer engagement and reduce churn.
Key Responsibilities
- Optimise step-up pricing activity to maximise revenue and support ARPU growth, assessing performance and finding opportunities for improvement.
- Proactively handle, implement and optimise upsell initiatives to deliver sustained ARPU growth.
- Develop and continually improve renewal experiences for digital subscribers, using customer needs and behaviours to help reduce churn.
- Create a continuous pipeline of renewal experiments using competitor reviews, team input, performance insight and relevant protocol.
- Ensure renewal programmes are delivered successfully and remain transparent, including appropriate QA and automated monitoring of customer communications.
- Own and act on feedback relating to renewal communications from Customer Care.
- Identify performance and revenue improvement opportunities and work with the Customer Engagement team to plan and deliver relevant interventions, using analysis from D&A where needed.
- Communicate step-up performance progress across the business.
- Work with SMM and the Monetisation team to implement changes to step-up activity in response to pricing changes, collaborating with technical teams to brief and deliver updates effectively.
- Work with SMM to understand how step-up activity aligns with NBO initiatives, including the AI model for step-up.
- Update performance charts and share insights at weekly pre-trading meetings, highlighting risks and opportunities, and present owned metrics during business trading updates.
- Provide reporting and insight on scheduled cancellations and early-life cancellations to support preventative activity by the Engagement MM and Onboarding MM.
- Continually assess retention and campaign goals that contribute to core business goals, using both self-serve analysis and D&A support find opportunities for improvement.
- Find opportunities to embed audience segmentation across retention initiatives, working closely with SMM and HOM to maintain consistency with the wider customer relationship segmentation strategy.
- Create detailed briefs for Marketing Automation and UX teams to launch or optimise customer journeys and communications supporting retention and upsell objectives.
- Own the service communications strategy to help mitigate complaints and cancellations, acting as the point of contact for issue resolution with the service communications process.
- Provide strategic input and hands-on support for wider marketing initiatives designed to improve customer retention and engagement.
Required Skills and Experience
- Experience delivering and optimising customer retention, renewal, upsell or other commercially focused customer initiatives.
- Strong analytical skills, with the ability to interpret customer and commercial performance data, identify trends and translate insight into clear actions.
- A test-and-learn approach, with the ability to develop, prioritise and evaluate experiments designed to improve customer and business outcomes.
- Ability to manage initiatives from insight and briefing through to implementation, measurement and optimisation.
- Strong commercial judgement, with an understanding of how retention, pricing, upsell and customer engagement contribute to revenue and ARPU.
- Experience working collaboratively across multiple teams and subject areas, including analytical, marketing, technical and customer-facing collaborators.
- Strong communication skills, including the ability to present performance, risks, opportunities and recommendations clearly to different audiences.
- Ability to create clear, detailed briefs for customer journeys, communications and experience improvements.
- Strong attention to detail, particularly when managing customer communications, QA and compliance requirements.
- Ability to manage several programmes and priorities while maintaining clear ownership of delivery and outcomes.
What’s in it for you? Our benefits
Our benefits vary by location, but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.
We currently operate a hybrid model which requires staff to work onsite 50% of the time, subject to role requirements & regular review. While flexible working requests will be considered, not all patterns are suitable for all roles. We believe this balanced approach supports flexibility and protects our culture, making collaboration and communication easier, building stronger relationships and team cohesion, and supporting peer learning. We reserve discretion on reasonable notice to change this approach either generally or for specific individuals or teams.
Accessibility
We are a disability confident employer and Valuable 500 signatory.
Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help.
Further information
At the FT, we embrace innovation and the use of technology and appreciate that individuals may use AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications.
Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.
Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact talent@ft.com.
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