Retention Manager

Job Description

Your Team:
You will be joining the Marketing team, with a focus on Retention, a data-driven and strategic group dedicated to deepening our relationship with our audience. We focus on understanding our customers' needs to ensure they continue to find value in our world-class journalism and digital products.

Retention Manager, you will be the driving force behind keeping our users engaged and loyal. Reporting to the Head of Retention, you will design and execute strategic initiatives that reduce churn and enhance the long-term value of our subscriber base in a fast-paced, digital-first environment.

• Drive the retention strategy to deliver measurable improvements in business growth.

• Build and optimise sophisticated churn prevention and reactivation journeys across multiple channels.

• Manage the retention offer strategy and annual renewal cycles to maximise save performance.

• Collaborate with product, data, and UX teams to enhance on-site journeys, with a specific focus on streamlining the online cancellation process.

• Analyse churn drivers and customer behaviour patterns to develop proactive retention measures.

• Report on key performance indicators including churn rate, tenure, and lifetime value, providing actionable recommendations to the wider business.

• Execute rigorous test-and-learn frameworks to constantly evolve lifecycle journey performance.

• Lead cross-functional projects alongside editorial, customer service, and product teams to ensure a joined‑up customer experience.

• Possession of a strategic mindset with a natural bias toward execution and delivery.

• Background in managing lifecycle or retention marketing, ideally within digital subscriptions or the media industry.

• Proficiency in using data and behavioural insights to inform complex decision-making.

• Direct experience in journey design, customer segmentation, and lifecycle automation tools.

• Ability to lead initiatives end‑to‑end while collaborating effectively across different departments.

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 news brands include The Times, The Sunday Times, The Sun, The Sun on Sunday and The TLS. Our national broadcast brands include talk

SPORT, 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.

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…