Retention Marketing Manager

Description

We are the UKs leading premium publisher home to iconic and influential media brands includingEsquireMens & Womens Health ELLEGood HousekeepingHarpers BazaarDigital SpyCosmopolitanRedand more.At Hearst UK we dont just create content - we shape culture.

Hearst UK operates an in office policy with flexible Fridays. Our office is based atHouse of Hearst 30 Panton Street St Jamess London SW1Y 4AJ where teams collaborate in person and connect across brands and functions.

Salary-Circa 50000 - Salaryisdependentonexperienceandwillbeassessedinlinewiththecandidatesskillsknowledgeandrelevantexpertise.

The Role

The Retention Marketing Manager sits within the Customer Value team and reports to the Head of Customer Value. This team is responsible for retaining and maximising the value of Hearst UKs subscriber and membership base playing a central role in our subscription and membership growth at an exciting time in our proposition development. With a strong focus on driving customer lifetime value reducing churn and delivering sustainable net growth the team leads the strategy and execution that underpins the ongoing success of our subscription and membership business.

As Retention Marketing Manager you will play a key role in the planning and delivery of the retention and engagement strategy across Hearst UKs portfolio of 13 brands spanning paid digital bundle and premium membership products. You will be supported by a team of Retention Marketing Executives to deliver best-in-class lifecycle marketing across the full customer journey with a clear focus on maximising customer lifetime value reducing churn and accelerating subscriber net growth.

You will take day-to-day ownership of contact centre performance ensuring our external partner consistently meets KPIs delivers best-in-class customer experiences and executes against our retention strategy to a high standard. You will identify opportunities to optimise save and winback performance through this critical channel directly contributing to conversion retention and the continued growth of our subscriber membership business

Main Duties

Strategy & Leadership

• Support in owning and evolving the customer retention and engagement strategy across all lifecycle stages (welcome in-life save and winback).

• Lead coach and develop a team of Retention Marketing Executives fostering a high-performing collaborative culture.

• Set clear objectives KPIs and priorities aligned to overall customer revenue and subscription growth goals.

Lifecycle Marketing & Delivery

• Oversee the planning and execution of lifecycle campaigns across all touchpoints ensuring consistent personalised and high-quality customer communications.

• Drive best practice in segmentation targeting and personalisation across channels.

• Ensure campaigns are aligned across 13 Hearst brands while allowing for brand-specific nuance.

Contact Centre & Save Performance

• Own the relationship with the contact centre from a retention perspective ensuring alignment on goals messaging and customer experience.

• Develop and optimise save and winback strategies within the contact centre channel to maximise retention performance.

• Partner with contact centre teams to improve scripts offers and processes using data and insights to increase save rates and reduce churn.

• Monitor and report on contact centre retention performance identifying opportunities for continuous improvement.

Data Insights & Optimisation

• Use customer data behavioural insights and performance metrics to inform strategy and campaign optimisation.

• Own testing roadmaps (A/B and multivariate) to continuously improve engagement retention and conversion.

• Monitor and report on key metrics such as churn retention rate engagement and lifetime value translating insights into actionable improvements.

Customer Journey & Experience

• Identify opportunities to enhance the end-to-end customer journey across all touchpoints including both digital and assisted channels.

• Champion a customer-first mindset across all retention activity.

Cross-functional Collaboration

• Work closely with teams across Customer Editorial Data Design and the Contact Centre to deliver integrated retention initiatives.

• Act as a key stakeholder in broader subscription and customer value projects.

What We Are Looking For

• Proven experience in lifecycle marketing retention CRM or customer marketing ideally within a media or subscription-based business.

• Experience managing or mentoring team members with strong leadership and coaching skills.

• Experience working with or managing contact centre or customer care relationships with a strong understanding of save and winback mechanics ideal but not essential.

• Strong analytical capability with the ability to interpret data and translate insights into strategy and action.

• Excellent communication skills with the ability to craft compelling personalised customer messaging across both digital and assisted channels.

• Strategic thinker with a test-and-learn mindset and a focus on continuous improvement.

• Strong understanding of CRM platforms and segmentation techniques.

• Highly organised with strong project management skills and the ability to manage multiple priorities.

• Collaborative and stakeholder-focused.

• Creative problem solver with a proactive approach to improving customer experience and retention outcomes.

• Strong awareness of industry trends best practices and emerging technologies in retention marketing.

Benefits

(Your benefits at Hearst UK are more than just extrasthey are tools to help you thrive in every part of life.)

Hearst Exclusives - Only for You!

• Get adventurous with Good Housekeeping Taste and Beauty Testing Panels - yes you could be trying the next big thing in beauty food & drink.
• Snag luxe beauty steals at our legendary office sample sales - score big on top brands without breaking the bank!

Inclusion Health & Wellbeing: Feel Your Best

• Stay healthy with Specsavers eye care a company-funded Health Cash Plan and access to mental health support.
• Get active and stress-free with discounted gym memberships and the Cycle to Work scheme.
• Embrace flexibility with a Location Flex and Holiday Exchange to take time when you need it.
• Take time to give back with a Charity Day and access wellbeing resources whenever you need them.
• Join one of our Hearst ERG Groups.

Financial Wellness - Boost Your Budget

• Plan ahead with a generous Workplace Pension Income Protection Life Assurance and Season Ticket Loan for easier commuting.
• Make smarter money moves using Salary Finance tools Financial Wellbeing sessions and Home Tech benefits to spread costs.
• Treat yourself with major discounts across London plus everyday savings via the HAPI at Hearst app

Hearst UK is deeply committed to using our influential brands to reflect the world we want to live in one that respects protects represents and uplifts the voices and opinions of all people. As a business we recognise the significant benefits of creativity collaboration and innovation that comes with diverse teams. Not only is diversifying the voices in our organization the right thing to do but it also helps us to make powerful and exciting content that can be enjoyed by many more people. This is why were working to build a sense of true belonging within our business and foster a culture in which everyone feels heard.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1