Jobs
>
London

    Senior Marketing Manager, Customer Engagement - London, United Kingdom - Financial Times

    Financial Times
    Financial Times London, United Kingdom

    2 weeks ago

    Default job background
    Description
    About Us

    The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It's the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find an empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It's a job that's never mattered more, and a career that can take you anywhere you want to go.

    Our commitment to diversity and inclusion in the workplace

    At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

    The Role

    The Senior Marketing Manager, Customer Engagement sits within the Customer Relationships team and is responsible for driving subscriber engagement and habit-formation with the FT's journalism and subscription features to support our conversion and retention goals.

    You will lead a team of 3 marketers to help deliver your plans, across both marketing and product initiatives that target all of our known user groups: registered users, trialists and print & digital subscribers.

    You'll work closely with various teams across the business, including planning, editorial, acquisition marketing, marketing automation, product & technology and data & analytics to bring your plans to life. The role requires someone with strong leadership skills, commercial acumen, a passion for delivering customer-centric programmes that drive business impact, and who isn't afraid to get their hands dirty.

    Key responsibilities
    • You will define and own the engagement strategy across the registered user > trialist > subscriber lifecycle that increases likelihood to convert (to a paying subscription), increases retention of our subscriber base and fosters advocacy with our loyal readers. To do this, you will identify key segments, set objectives by cohort and define effective tactics that help achieve our commercial goals.
    • You will be responsible for monitoring and improving key business metrics and lead indicators that measure our customers' engagement with the FT and their propensity to convert, renew and upgrade. You'll also lead the weekly monitoring of these KPIs through the team as part of our weekly performance reviews.
    • You will be across the performance of your strategies, identifying opportunities and risks to the overall commercial goals, and implementing interventions as relevant to keep the programmes and targets on track.
    • You will deliver (through your team) marketing initiatives that support the strategy, ensuring initiatives are well thought-through, insight-driven, measurable and timely.
    • You will collaborate closely with multiple teams within the business to ensure the right customer experiences across touchpoints to achieve those shared goals.
    • Oversee the annual content engagement calendar, working with our editorial team to identify opportunities to engage the base. You will be responsible for ensuring the right processes, priorities and plans are in place to leverage major news agenda themes to drive maximum business impact.
    • Lead, inspire and manage the workstack of a team of three marketeers to deliver world-class customer experiences at every touch point, bringing innovative ideas and best-in-class thinking to your area.
    • Inform yourself and your team of market developments, contributing industry 'best practice' into the process
    • You will model behaviours consistent with the FT's values, setting high standards of professionalism. Provide active and visible senior leadership for the wider team, inspiring them to maximise their potential.
    • Establish and nurture friendly and productive relationships with other teams and suppliers. Refuse to allow departmental boundaries to get in the way of successful business outcomes. Maintain a natural bias for collaboration over doing things on your own
    Key collaborators
    • Customer planning - to ensure our segmentation is adopted across all programmes and customer insight is at the heart of all marketing campaigns
    • Subscription management team - to identify and capitalise on opportunities/moments to reduce cancellations or drive ARPU
    • Marketing automation team - to brief insight-led marketing journeys and experiences
    • Acquisition marketing teams - to align on acquisition the flagship acquisition campaigns across our registered user base to convert them to subscribers, ensuring to reflect any regional nuances across programmes
    • Editorial and audience engagement teams - to ensure we align and capitalise on news agenda/content opportunities to engage the base
    • Research, data & analytics - to ensure we have right reporting, data science models and insights to plan and measure our initiatives
    • Product & technology - to ensure the right experiences are built across our customer-facing platforms to drive our commercial goals
    • Customer Care - to ensure we are aligned across customer touchpoints
    To be successful in the role you'll need to orient quickly in a complex environment, identify risks and opportunities that will impact the business and, critically, generate value for our customers. You need to be able to take initiative and quickly and confidently make decisions when it's called for.

    Required skills and experience
    • At least 5 years experience in a commercial marketing team, delivering bottom-line impacts through customer/content engagement marketing to drive repeat behaviour
    • Developed and proven influencing and negotiation skills
    • Excellent analytical, critical thinking and problem solving skills, with excellent written and verbal communication skills
    • Passion, ambition and eagerness to challenge the status quo and drive positive change in the organisation
    • Proven experience motivating and driving delivery within a cross-functional project structure
    • Customer-centric - a passion for building insight-driven experiences that deliver value to a customer/subscriber whilst also driving business impact
    • Commercially minded, with proven experience joining the dots between data and business growth opportunities
    • Track record of defining and improving key business metrics
    • Experience writing and reviewing copy-writing and customer-facing communications/experiences
    • A passion or interest in journalism/media and knowledge of how large media companies operate sight and trends.
    What's in it for you? Our Benefits

    Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here .

    Further Information

    The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments 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, and a member of our team will be happy to help.

    #LI-SM1
  • Natural England

    Customer Engagement

    1 week ago

    Natural England London, United Kingdom

    **Details**: · **Reference number**: · **Salary**: · - £27,273**Job grade**: · - Higher Executive Officer- Lead Adviser**Contract type**: · - Permanent**Type of role**: · - Communications / Marketing**Working pattern**: · - Full-time, Job share, Part-time**Number of jobs availabl ...

  • Inventum Group

    Customer Engagement Lead

    1 week ago

    Inventum Group London, United Kingdom

    **Job title**: Marketing Customer Engagement Lead · **Reports to**: Senior CRM Manager · **Job type**: Permanent, Hybrid 3 Days in office, 2 days working from home. · **Description**: · The overall purpose of the role is to own the Customer Engagement plans, truly placing the cus ...

  • Tendable

    Customer Engagements Associate

    2 weeks ago

    Tendable London, United Kingdom

    **Customer Engagements Associate** · Office based (HQ in Aldgate, London) · **About us**: · Based off an exceptional early-stage product, our business currently supplies a range of blue chip organisations both in the UK and now in 3 international markets. However, we now seek to ...

  • Hewlett Packard Enterprise

    Customer Engagement Advisor

    3 weeks ago

    Hewlett Packard Enterprise London, United Kingdom

    Customer Engagement Advisor · This role has been designated as 'Office', which means you will primarily work from an HPE office. · HPE Customer Innovation Centres are strategic sales assets that provide clients, partners and account teams the opportunity to explore a customer's s ...

  • AWS EMEA SARL (UK Branch)

    Strategic Customer Engagements

    2 weeks ago

    AWS EMEA SARL (UK Branch) London, United Kingdom

    Several years demonstrated success working with customers on the structuring of substantial, strategic, and complex software or cloud services/infrastructure deals (relative to industry and market size) from opportunity through closure · - Several years of experience working with ...

  • AWS EMEA SARL (UK Branch)

    Strategic Customer Engagements

    1 week ago

    AWS EMEA SARL (UK Branch) London, United Kingdom

    Extensive experience in a sales environment working with teams on opportunities, and/or customer facing in a solutions oriented capacity · - Experience in a sales environment working with teams on of, complex, opportunities, and/or customer facing in a solution oriented capacity ...

  • Purple Matrix Ltd

    Customer Engagement Specialist

    2 weeks ago

    Purple Matrix Ltd London, United Kingdom

    **About Us**: · We are a leading IT Support company committed to delivering exceptional solutions to our diverse clientele. As we continue to expand, we are seeking a dynamic and customer-centric individual to join our team as a Customer Engagement Specialist. If you are passiona ...

  • Local Space

    Customer Engagement Officer

    2 weeks ago

    Local Space London, United Kingdom

    We are Local Space, a 2,800-home registered provider of social housing operating in East London & Essex. We are a G1 V2 rated RP (Registered Provider). We are Investors in People accredited and are the only housing association to hold the sector's highest credit rating, AA-. · Or ...

  • MORRIS SINCLAIR RECRUITMENT LTD

    Customer Engagement Strategist

    2 weeks ago

    MORRIS SINCLAIR RECRUITMENT LTD London, United Kingdom

    * Customer Engagement Strategist, · Our client is looking for a Customer Engagement Strategist to work within a cross functional team in the marketing division of the business. · The company you will be working for are an innovative IT service provider whose client base spans glo ...

  • AWS EMEA SARL (UK Branch)

    Strategic Customer Engagements

    2 weeks ago

    AWS EMEA SARL (UK Branch) London, United Kingdom

    12 + years demonstrated success working with customers on substantial, strategic, and complex software or cloud services/infrastructure deals (relative to industry and market size) from opportunity through closure · - 12+ years of experience working with, presenting to, and negot ...

  • Staysure Group

    Head of Customer Engagement

    1 week ago

    Staysure Group London, United Kingdom

    **Location**: Hybrid - Occasional travel to Northampton or London · **Salary**:£90,000 - £110,000 +10% Bonus + Car Allowance · **Hours**: 37.5 · Staysure Group employ over 700 colleagues of all levels to manage the end-to-end processes needed to deliver first class service for cu ...

  • Lightsource BP

    Svp Customer Engagement

    2 weeks ago

    Lightsource BP London, United Kingdom

    About Powerverse · At Powerverse, we are Empowering people and communities to run their lives on sustainable new energy with ease. Our teams Build Products that Matter and we value being Bold, Responsible and Trusted. · We are a home energy management business that provides energ ...

  • Environment Agency

    Customers and Engagement Specialist

    3 weeks ago

    Environment Agency London, United Kingdom

    Number of jobs available- 1 · - Region- London · - City/Town- London · - Building/Site- Marsham Street, London, SW1P 4DF · - Grade- Staff Grade 5 · - Post Type- Fixed Term · - Working Pattern- Full Time, Part Time/Job Share · - Role Type- Communications / Marketing, Customer Insi ...

  • Handle Recruitment Ltd

    Customer Engagement Executive

    3 weeks ago

    Handle Recruitment Ltd London, United Kingdom

    **Sector**: Careers in media & events · - **Type**: hybrid · - **Contact**: Danielle Clarke · - **Duration**: 6 Months · - **Expiry Date**: 18 January 2023 · - **Job Ref**: 547657 · As the Customer Engagement Executive your responsibilities will include: · - Be the first point of ...

  • Comdata Group London

    Customer Engagement Advisor

    2 weeks ago

    Comdata Group London London, United Kingdom

    **B2C / Customer Engagement Advisor** · **Commission**: Attractive commission structure and company benefits · **Location**:Comdata Group UK, Docklands, London · **Hours**:40 hours per week · **Operational hours**:Monday to Friday 10am till 7pm · **Main Purpose of Role** · Comdat ...

  • Paysafe

    Customer Engagement Lead

    14 hours ago

    Paysafe London, United Kingdom

    **About Paysafe** · **Customer Engagement Lead** · The Customer Engagement Lead will play a crucial leadership role within our Customer Success team, overseeing a group of Customer Engagement Managers. Primary responsibility will be to ensure that the team effectively manages the ...

  • Data Communications Company

    Customer Engagement Partner

    1 week ago

    Data Communications Company London, United Kingdom

    **The role**: · **Customer Engagement Partner** · **London or Manchester** · **Competitive Salary plus benefits** · The Major Change Customer Engagement Partner is accountable for the planning, execution and evaluation of customer engagement activity for Major Change activity (pr ...

  • Bodhi Resourcing

    Customer Engagement Consultant

    2 days ago

    Bodhi Resourcing London, United Kingdom

    Role: Customer Engagement Consultant · Location: London · Model: Hybrid · **Salary**: Up to £60k with 10%bonus · A leading marketing and IT solutions organisation is looking for a talented Customer Engagement Strategist to join their Marketing Solutions Division. · This is a grea ...

  • Hearing Expert

    Customer Engagement Specialist

    1 week ago

    Hearing Expert London, United Kingdom

    Are you an outgoing and enthusiastic person who loves engaging with people from all walks of life? Do you have a passion for making a difference in people's lives and providing exceptional customer service? If so, we have an exciting opportunity for you · We are seeking a full-ti ...

  • Tesla

    Customer Engagement Associate

    3 days ago

    Tesla London, United Kingdom

    What to Expect · We Offer: · - A dynamic and fast-paced environment where inclusion, learning and collaboration are key to success · - The chance to work with innovative technology, advanced tools, and software · - Ongoing training and development to help you grow your skills and ...