Your role: As the Engagement and Lifecycle Manager, you will lead the end-to-end contact strategy for subscribers regarding their payments and renewals. You will be the driving force in reducing churn related to payment issues while enhancing the subscriber experience through clear, helpful, and automated communication. This role reports into the wider CRM and Billing function, working to ensure every transactional touchpoint is world-class.

Day to day you will:

• Lead the design and optimisation of all transactional communications, including payment confirmations and renewal reminders.

• Develop a robust cross-channel strategy to manage and recover failed payments through clever automation.

• Collaborate with Developers and Product teams to ensure data triggers for communications remain accurate and real-time.

• Segment subscribers based on payment methods and risk profiles to deliver highly tailored communication paths.

• Monitor key metrics such as payment success rates and provide regular reporting on the impact of billing communications.

• Conduct regular A/B testing on messaging and timing to identify the most effective ways to support at-risk subscribers.

What we're looking for from you:

• Experience managing CRM or retention strategies within a high-volume subscription environment.

• Experience using CRM platforms or Customer Data Platforms such as Adobe, Salesforce Marketing Cloud, or Braze to drive customer journeys.

• Technical proficiency in interpreting complex billing data and translating those insights into actionable communication strategies.

• Collaborative communication style to effectively manage stakeholders across Marketing, Finance, and Product teams.

• Strong organisational skills to balance multiple projects and meet deadlines in a fast-paced media environment.

If you think you have what it takes but don’t tick every requirement on the list, please do apply. We recognise that considering someone’s potential as well as their experience is a great way to hire. We want to hear from people who have a passion to learn and develop.

News UK is one of the leading media businesses in the UK and Ireland. Our newsbrands include The Times, The Sunday Times, The Sun, The Sun on Sunday and The TLS. Our national broadcast brands include talkSPORT, Times Radio and Virgin Radio UK, and we have market-leading local stations across Ireland. Our world-famous brands provide news, analysis, opinion and entertainment to almost 40 million people each month. Spanning print and pixel, audio and video, events and experiences, our multi-format brands are home to a plurality of opinion, representing the diverse communities we serve. Driven by passion, guided by principles and acting with purpose, we exist to promote a fair society, freedom of speech and a little bit of fun. Rethinking continually the business of storytelling, we represent, reflect and reach the nation, telling the stories that matter.

At News UK, we embrace a hybrid work model, currently requiring a minimum of three days per week in the office. This approach fosters collaboration, innovation, and team spirit within our workspace. Certain roles may necessitate additional in-office days; please discuss this with your recruiter for specific requirements.

Life at News

Driven by passion, guided by principles and acting with purpose. We represent, reflect and reach the nation, telling the stories that matter. We inform our audiences so that they can make decisions based on trusted information.

We represent, reflect and reach the nation, telling the stories that matter most. To ensure these stories resonate with as broad an audience as possible, it is essential that our organisation reflects the diversity of the people we reach. Whether through age, gender, ethnicity, disability, social class or sexuality, we are committed to representing the rich variety of voices that make up our society. And we champion a culture where everyone has the opportunity to contribute and thrive as we continue to innovate and drive long term sustainable growth. This is done through our Diversity Strategy.

At News UK, we take pride in our exceptional employee-led networks that bring together individuals with shared interests and create a vibrant sense of community. We believe our networks play a vital role in fostering a collaborative and supportive work culture at News UK. Groups that we support include the African & Caribbean Network, Parents and Carers, and LGBTQ+ group News Is Out, and the Apprentice Society.

Benefits

• Private medical insurance including coverage for pre-existing conditions

• Discounted gym memberships, free ClassPass at Home, weekly in person/ virtual exercise classes

• ‘Bikes for Work’ and ‘Electric Car’ scheme

• Up to 60% discount on Harper Collins books

• Maternity leave up to 18 weeks full basic salary & paternity leave up to 2 weeks

• Access to exclusive events and competitions with exciting brands such as talkSPORT, Virgin Radio UK & The Times. Weekly virtual panel chats with top journalists and celebrities

• Access to wellbeing benefits such as EAP, physio/massage and counselling

• A generous pension scheme with employer contributions of up to 5%

• Wide range of training available, plus full LinkedIn Learning access

• 25 days holiday, plus bank holidays and up to 4 volunteering days per year

We are committed to providing an inclusive recruitment process. If you require reasonable adjustments due to a disability or health condition at any stage of your application or interview, please let us know. You can contact us at [email protected] to discuss how we can support you to perform at your best.