Customer Marketing Executive

Customer Marketing Executive

Location: HSK, London

Contract Type: Full-time/Permanent/Hybrid

About the Role

As a Customer Marketing Executive at Harmsworth Media, you will play a central role in the growth of New Scientist and The I Paper.

The successful candidate will ideally have experience in retention marketing.

Reporting to the Customer Marketing Manager this role will contribute to achieving the teams target of stabilising renewal rates, decreasing churn and increasing yield, as well as being the voice of the customer and championing excellent customer service.

If you are a passionate marketer focused around customer excellence, a thirst for data and keen eye for detail, full of ideas and ready to roll up your sleeves up and get stuck in, this is the role for you. 

Main Responsibilities

Retention marketing strategies 

• Work with Customer Marketing Manager to implement retention strategies for new and existing subscribers throughout the subscriber life time encompassing:

• Voluntary churn initiatives encompassing cancel saves and exit strategies
• Involuntary churn initiatives
• Winback
• Price rise
• Renewal reminders

Customer Satisfaction/bureau management

• To be the voice of the customer
• Build and maintain strong working relationships with customer service partners
• Responsible for best in class customer service through via training and QC
• Develop effective, cost effective processes to manage subscriber queries via phone, email, live chat and self service portal
• Explore new channels to communicate to subscribers
• Achieve targets to increase customer self serve

• Ensure all subscriber communications are optimised and regularly monitored
• Manage customer escalations including institutional and free subscriptions

Reporting and Data

• All activity to be measurable with KPI’s reported weekly/monthly as appropriate
• Understand retention data and behaviour to influence retention activity
• Compile analysis documentation on all campaigns with future recommendations

Additional products and features

• Own the marketing plan and implementation for the New Scientist shop
• Demonstrate strong copy writing and creative skills to compile CRM and design briefs in line with New Scientist brand identity
• Source new products for New Scientist shop
• Manage the shop portal Shopify
• Plan and implement the shop and subscriber benefits offering at New Scientist Live

Cross team collaboration including acquisition, CRM, editorial, design, product, finance, events and data teams

• Understand brand guidelines and work within these for copy and design
• Be an active participant across the Marketing team ensuring the understanding of performance across all teams leading to the adaptation of engagement strategies where relevant

• Stay up to date with industry news and competitor activity and share with relevant teams

Critical Performance Areas 

• To understand Harmsworth products and services to increase retention rates
• Analytical mindset to query and understand customer behaviour
• To ensure all marketing activity meets relevant regulatory requirements
• To ensure that all briefs are communicated consistently, efficiently and appropriately for effective implementation of plans in accordance with brand identity.

Person Specification

Experience

• 1-2 years of experience in a Marketing role, ideally in a recurring revenue business
• Proven track record of analysing campaign metrics and using those insights to drive growth. 

Technical & Soft Skills

• A natural flare with writing and communicating (fluency in English is essential)
• Collaborative: Ability to build strong relationships with stakeholders across editorial, tech, and marketing departments. 
• Intuitive and problem solver:  Positive, energetic, can-do attitude and naturally intuitive, a creative problem solver, questions the norm
• Able to work effectively to tight deadlines, multi-task and stay calm under pressure
• Proficiency in MS Office including expert Excel and PowerPoint skills

Our Commitment

We are committed to increasing diversity and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status, or disability.

We are Disability Confident Committed. Please let us know if you require any recruitment documentation in other formats or if you require reasonable adjustments to be made during the recruitment process. Please be assured that any such information will be held separately to your recruitment application and will not be considered as part of the selection process