AddressYour role: Times Media is looking for a Senior Onboarding Manager to join the Customer Acquisitions Team to own the critical, early-life phase of the subscriber lifecycle, onboarding The Times’ new subscribers. Reporting into the Head of Customer Acquisition, this pivotal role will be responsible for creating innovative, personalised onboarding flows that drive engagement among newly acquired subscribers in order to minimise early life churn. You will develop and execute powerful campaigns to guide and onboard new users to help them realise the long-term value of the Times. You will need to balance introducing tactical activities that target subscribers with a high churn propensity as well as introducing strategic plans to drive engagement behaviours that prevent churn.
This is a hybrid role with a minimum of three days a week in the London office for regular meetings.
Day to day you will:
Effectively manage a global portfolio of new subscribers who are within the first few months of their Times subscription
Own integrated, multi-channel onboarding journeys (online, in-product, push notifications, email, SMS, direct mail) and make continuous improvements to increase subscriber engagement and enhance overall early-life customer experience
Develop strategic plans, driven by data insights, to drive customer behaviours that increase engagement and reduce early-life churn
Enhance reporting of early-life engagement in order to have the data and insights to inform decision making
Work with the Customer Acquisition team to help inform the acquisition offer strategy for different customer cohorts based on early life data insights
Drive online experimentation programs with the Product team to increase customer engagement, awareness and adoption of The Times digital products
Partner with the CRM team to develop a strategy for automated and personalised onboarding and trial conversion email campaigns, developing an iterative test and learn approach for continuous optimisation
Benchmark the Times early life onboarding and engagement programme to establish what best in class looks like
What we’re looking for from you:
A strong understanding of the customer lifecycle within a subscription business
Experience working with agile teams on the product development cycle
Creative and innovative thinker, with a passion for putting the customer at the heart of decision making
Ability to work autonomously and define what needs to be done
Experience of leading cross-functional projects and teams to deadlines
Comfortable analysing data and communicating insights
We are News UK: 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, TalkTV and Virgin Radio UK, and we have market-leading local radio 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 multiplatform brands are home to a plurality of opinion, representing the diverse communities we serve. News UK is wholly owned by News Corp.
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.
To do this, we believe our employees must represent different backgrounds, perspectives and experiences. We strive to maximise and encourage every individual’s potential and ensure everyone feels valued. We support this through our Diversity, Equity and Inclusion Strategy, which focuses on three main priorities - attracting talent from a wider, more representative pool, developing equity programmes to drive better representation in our leadership, and ensuring diversity and inclusivity in our workforce as well as the journalism and content we produce. We also currently have 12 employee led networks and groups that support our strategy and connect like minded employees socially.
Benefits
Some of our benefits include:
Maternity leave up to 18 weeks full basic salary & paternity leave up to 2 weeks
Wide range of training available, plus full LinkedIn Learning access
Private medical insurance including coverage for pre-existing conditions
Discounted gym memberships, free ClassPass at Home, weekly virtual yoga classes
‘Bikes for Work’ and ‘Electric Car’ scheme
Up to 60% discount on Harper Collins books
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%
25 days holiday, plus bank holidays and up to 4 volunteering days per year
We want to ensure that everyone we meet has the opportunity to perform to their best when applying for a role. Please let us know, at any stage, whether you require any reasonable adjustments during the recruitment process, and we will do our best to accommodate.
