Senior Manager - Customer Retention at The Economist Group

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

18 Apr, 26

Salary

0.0

Posted On

18 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Retention, Team Management, Customer Success, Strategic Thinking, Analytical Skills, Communication Skills, Interpersonal Skills, CRM Tools, Data Analysis, Customer Engagement, Cross-Functional Collaboration, Performance Targets, Retention Strategies, Subscriber Satisfaction, Value Communication, Continuous Improvement

Industry

International Affairs

Description

Who we are We are an organisation that exists to drive progress. That's the “red thread” that connects everyone at The Economist Group (TEG). Our businesses share a devotion to innovation, independence and rigour in their fields of expertise. We empower people to understand and tackle the critical challenges and changes facing the world. Our analytical rigour, global expertise and evidence-based insights enable individuals and organisations to make sense of these shifts and chart a course through them. We deliver analysis and insights in many formats to subscribers and clients in 170 countries through our four businesses, The Economist, Economist Impact, Economist Intelligence and Economist Education, which uphold our global reputation for excellence and integrity. Role Overview The Economist Pro is the B2B arm of The Economist, leveraging our award-winning journalism, the bedrock of our global brand, to drive commercial success. We empower government agencies, academic institutions and multinational corporations to confidently connect the dots between geopolitics, economics and business We are seeking an experienced and strategic Head of Customer Retention to lead our efforts in retaining and renewing our Economist Pro subscriber base. This role will be pivotal in shaping and executing retention strategies, managing a high-performing team of five Customer Success Specialists, and collaborating cross-functionally to ensure long-term subscriber satisfaction and value. This is a critical leadership role within the Economist Pro organisation, based in our London office, reporting into the Global Head of Economist Pro Subscriptions, and plays a vital role in influencing revenue stability and customer lifetime value. Key Responsibilities Leadership and Team Management Lead, coach, and develop a team of Customer Success Specialists focused on subscriber retention and renewals. Set clear performance targets, KPIs, and customer success goals aligned with broader commercial objectives. Foster a proactive, customer-centric culture that champions subscriber satisfaction and loyalty. Develop and implement comprehensive retention strategies to reduce churn, maximise engagement and improve customer lifetime value. Own the end-to-end renewal lifecycle, ensuring timely, data-driven, and customer-focused outreach. Leverage insights and customer feedback to implement continuous improvement initiatives. Customer Engagement Establish best-in-class customer journey and onboarding processes Partner with marketing and editorial teams to ensure consistent and compelling value communication to subscribers. Manage escalations and ensure a seamless customer experience across all touchpoints. Data and Insights Use customer data, analytics, and insights to identify retention risks and opportunities. Regularly report on retention performance, key trends, and actionable insights to senior leadership. Cross-functional Collaboration Work closely with Sales Operations, Sales, Product, and Marketing to align retention efforts with business priorities. Input into Economist Pro strategy with customer needs in mind. Qualifications and Experience Proven experience in a retention, customer success, or subscription management role within a media or digital business. Demonstrated ability to lead, inspire, and develop high-performing teams. Strategic thinker with a track record of implementing successful retention and renewal strategies. Strong analytical mindset with experience using customer data to drive decisions. Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels. Proficiency in CRM tools (e.g. Salesforce) and customer lifecycle management platforms. #LI-Hybrid AI usage for your application We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications. What we offer Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program. We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home. You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.

Responsibilities

Lead and develop a team focused on subscriber retention and renewals while implementing comprehensive retention strategies. Collaborate cross-functionally to enhance customer satisfaction and drive revenue stability.