Customer Retention Executive

At Hearst UK theres always more to the story. Join us as an Customer Retention Executive to start the next chapter in your career.

Were the UKs leading premium publisher and the people behind iconic media brands such as Cosmopolitan Esquire Elle Harpers Bazaar and Country Living. Weve created a working environment that encourages everyone to pull together. We never stop looking for brave new ideas. Well always try to develop and improve we trust each other to do our best and we have fun as we build on our heritage to make history.

ABOUT THE ROLE

As a customer retention executive you will be driving and implementing the customer retention and engagement plan across our paid digital bundle and memberships products across our portfolio of Magazine brands. With a keen focus on the continual improvement of customer metrics (specifically churn and lifetime value) your direct contribution will support overall customer subscription net growth.

KEY RESPONSIBILITIES

• Help to drive and implement the customer retention and engagement plan across the full customer lifecycle to support overall customer subscriber net growth.
• Use data and insights to inform and iterate the plan across welcome inlife renewal and save touch points personalising communications tailoring campaigns and fostering stronger customer relationships.
• Seek to inform analyse and improve the customer journey across all touch points including creating and managing testing plans.
• Work collaboratively with the other Retention Execs in the team to ensure best practise and learnings are shared.
• To be an ambassador of Hearst UK and its values.
• You may be required to undertake such further duties as your skills qualifications and experience allow and/or as may be assigned to you from time to time.

ABOUT YOU

• Some experience in lifecycle marketing customer retention customer success or a similar role preferably in the media industry or a consumerfocused environment.
• Strong analytical skills with the ability to analyse customer data metrics and trends to drive retention strategies and initiatives.
• Excellent written and verbal communication skills with the ability to craft persuasive and personalized customer communications.
• Creative and innovative with an ability to find creative ways around tactical problems to deliver the best customer experience.
• Proficiency in using CRM software and marketing automation tools.
• Familiarity with customer segmentation techniques and targeted marketing approaches.
• Proactive and detail oriented with strong organisational and project management skills to effectively manage multiple tasks and meet deadlines.
• Passion for delivering exceptional customer experiences and a customercentric approach.
• Strong problemsolving abilities and a proactive attitude to identify and address customer retention challenges.
• Knowledge of industry trends best practices and emerging technologies in customer retention.

WHAT WE OFFER

At Hearst UK you can choose from a huge range of perks and benefits that can help you learn well work well and live well including:

• 25 days holiday (with the option to buy up to 5 additional holiday days) pro rated for parttime or fixedterm employees
• Hybrid working Four days per week in the office
• Discounted gym membership
• Healthcare cash plan
• Spend a charity day with your favourite good cause
• Life assurance and pension scheme
• Regular socials and more!
  

Theres more to your story than you imagine. And the next chapter begins right here.

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 feelsheard.