This is an opportunity to build from scratch an industry-leading subscriber data capacity and be a critical lynchpin within the company. You will play a crucial role in helping us better understand our audience, expanding our reach, focusing on delivering the best possible reader experience and converting as many as possible to paid subscribers. Your responsibilities will include managing subscriber retention strategies, analysing user behaviour, and working closely with various teams to optimise the customer journey.

Key Responsibilities:

• Understand Subscriber Behaviours: Analyse subscriber activity and behaviours to identify factors that may lead to churn and develop strategies to enhance the subscriber experience to aid retention and growth.
• QA & Product Improvement: Work closely and proactively with the Subscriptions and Tech teams to address email/product/service issues identified to provide the most effective and best performing user experience. Work closely with other teams to build out new email, video and editorial offerings and products based on historical data.
• Customer Retention Campaigns: Design and implement targeted customer retention campaigns based on insights from data. 
• Personalisation: Inform personalised offers, promotions, and incentives to retain at-risk customers.
• Customer Lifetime Value (CLV) Analysis: Calculate and analyse CLV to understand the long-term profitability of identified subscriber segments. 
• A/B Testing: Iterate at scale using A/B testing tools to continually improve the effectiveness of retention efforts.
• Evaluating Subscriber Metrics: Develop and monitor key subscriber metrics, such as engagement, satisfaction and usage patterns. Monitor these factors continuously and proactively address these issues.
• Champion: Foster a subscriber-centric culture by promoting awareness and underlying factors affecting churn through the proactive application and sharing of data analysis across the organisation.
• Subscriber Churn Forecasting: Developing a way of forecasting future churn rates and drivers. Provide accurate and timely forecasts to enable proactive decision-making and inform strategic planning.
• Scalability: Implement automated processes for routine churn analysis tasks to improve efficiency. Establish and monitor key performance indicators (KPIs) related to churn analysis. Regularly report on the progress of retention strategies, highlighting successes and areas for improvement.

Salary: Dependent on Experience

Requirements

• 3+ years of demonstrable experience within Customer/Subscriber retention for an internet-based business – ideally within Publishing/Media.
• Familiarity with Piano Subscription Management software and Mailchimp is desirable.
• Strong and demonstrable experience and deep understanding of Data Analysis and related tools/techniques.
• Proficiency in data analysis/visualisation tools and languages (e.g., Excel, PowerQuery, SQL, Python, R, Microsoft PowerBI, Tableau, Jupyter Notebooks) as well as Cloud architectures (Google Cloud/Microsoft Azure) and data modelling.
• Experience using machine learning tools and statistical techniques to produce solutions to problems.
• High level of attention to data detail and thoroughness.
• Strong analytical thinking and problem-solving skills.
• Ability to self-learn and acquire expertise rapidly in own and other related fields.
• Ability to work with and without direction and deliver to deadlines.
• Confident, motivated, proactive, focused on business objectives, and a strong communicator.
• Strong people skills, able to engage with a wide range of stakeholders at all levels.
• Natural curiosity and desire to create something special in this once-in-a-career opportunity.

Benefits

• Training & Development.
• 3% Employer Contribution Pension Scheme.
• Generous Holiday Allowance with 25 days holiday per calendar year + birthday holiday bonus + Bank Holiday Leave
• All staff receive generous discounts at our Ground Floor restaurant, as well as free pantry of tea & coffee, fruits & snacks.
• Generous subsidising of private healthcare with the option to add dependents and spouses.
• Cycle to work scheme saving you 25-39% on a bike and accessories. 
• Interest free season ticket loan available to assist in the cost of travelling to and from the workplace.