Retention CRM Executive


Guardian Media Group

Type

Corporate / executive

Location

London

United Kingdom

Location

United Kingdom

London

Type

Corporate / executive


Purpose of role
To assist CRM and Retention Managers in the delivery of retention, customer loyalty and in-life campaigns for all GNM recurring revenue products.

To focus on customer retention, up-selling and cross-selling, targeting through exceptional multi-channel campaigns, which harness all of our customer research and insight.

The recurring revenue products are: Subscriptions - Guardian & Observer both Paper and Digital pack options, Guardian Weekly Membership, Guardian Soulmates, Guardian Holidays, Guardian Live and Guardian Jobs

Key responsibilities and accountabilities

  • The retention team is responsible for meeting shared objectives and revenue targets for GNM content subscriptions and business extensions.

The role requires:

  • Working with Head of Retention & CRM and Retention and CRM Managers to understand the main factors and trigger points and minimise churn.
  • The implementation and delivery of successful retention campaigns, including renewals, upselling and loyalty building
  • Working within agreed budget parameters
  • Liaising with internal teams, including creative, planning, business management, awareness and acquisition
  • Assisting planning and retention teams in building customer journeys.
  • Delivery of in-life comms (email and DM), including on-boarding, weekly e-newsletter for Membership, weekly emails to cross sell and upsell for business extensions
  • Working with the Data Insight team on data selections
  • Briefing and debriefing creative work
  • Proof reading and following approvals process for copy and creative.
  • Presenting plans and reviews internally and to external suppliers
  • Campaign analysis and reporting
  • Key contacts and relationships (internal and external)
  • All members of the Retention & CRM team
  • The wider Consumer Marketing team including Planning, Awareness and Acquisition
  • Business Management and Customer Experience teams
  • Editorial teams
  • In-house creative agency
  • Data and insight teams
  • Exact Target and SFMC Cloud teams

PERSON SPECIFICATION

Knowledge & experience

  • Experience with data driven CRM and retention activity, ideally across both digital and print
  • High levels of numeracy and literacy
  • Excellent interpersonal and communication skills
  • Meticulous attention to detail
  • Presentation skills
  • Motivated self-starter
  • Experience of using ESP (Exact Target)
  • Experience of Google Analytics
  • Experience of Sales Force Marketing Cloud
  • Working knowledge of HTML