ABOUT US

Across the FT Group, our people are united by a mission to deliver world-class information, news and services to our global audiences. We’re a digital-first organisation made up of journalists, technologists, product managers, event planners, strategists, commercial and finance experts, marketing and communications specialists – and much more. Our strength is in our employees.

REQUIRED SKILLS / EXPERIENCE

• Some customer-facing experience (e.g. basic sales or cold calling) is desirable
• Strong ability to build customer rapport and engage them in navigating digital products
• Curious approach with confident, skilled questioning and active listening
• Time management skills and ability to meet regular deadlines
• Excellent verbal and written communication skills
• A genuine passion for delivering outstanding customer experiences
• Curiosity about reading FT or similar journalistic content

THE ROLE

The Financial Times is a leading publisher read by 2 million people every day. The global Subscriber Engagement Team is a critical function within the Customer Experience & Loyalty Marketing team helping to deliver personalised, high-value experiences for trialists and subscribers, whilst ensuring the integration of customer insights across the department to support our continued transformation towards true customer-centricity.
In this role you will talk directly to subscribers on a 1:1 level to deliver a personalised, interactive, premium experience that helps them take full advantage of the benefits of their subscription with the FT. You will gain exposure working as part of a global media brand in a growing digital age striving to continuously enhance the FT customer experience.

KEY RESPONSIBILITIES

• Engage FT subscribers at all levels of seniority from a broad range of industries and sectors to advise subscribers of products and services via outbound engagement calls with a customer-centric approach.
• Help FT readers improve the benefits of their trial and/or subscription, driving conversion rates and building engagement habits, by walking readers through the website and mobile app.
• Ask probing questions to effectively match reader interests with content, tools, features, and services available on FT.com.
• Take the initiative to build expertise in FT content, tools, functionalities, and live events across all platforms, through continuous reading and listening to FT journalism.
• Demonstrate resilience and positivity when making outbound calls; be self-motivated and run weekly call leads efficiently.
• Be accountable for individual performance against Key Performance Indicators including contact rates, call acceptance rates, and engagement & retention metrics.
• Input customer feedback following all outbound calls to support the voice of the customer program.
• Efficiently promote and secure appointment bookings for in-depth consultations with FT Specialists.