About Company
Future plc is a leading global multi-platform media company with a diverse portfolio of over 200 brands, including TechRadar, PC Gamer, Marie Claire, and Homes & Gardens. We connect millions of people to their passions through high-quality content, events, and e-commerce. With a strong commitment to digital innovation and a vibrant, inclusive workforce, Future plc is dedicated to empowering its employees to achieve their full potential while shaping the future of specialist media. Join a company that values creativity, collaboration, and continuous growth, making a tangible impact on audiences worldwide.
Job Description
Are you a highly organised and customer-focused individual with a knack for building lasting relationships and driving loyalty? Future plc is seeking a dynamic and proactive Remote Subscription Retention Coordinator to join our dedicated team. In this pivotal role, you will be instrumental in safeguarding and enhancing our valuable subscriber base across a diverse range of digital and print publications. Working remotely, you’ll engage directly with subscribers, identify potential churn risks, and implement effective strategies to ensure their continued satisfaction and loyalty. This isn’t just about problem-solving; it’s about understanding subscriber needs, preemptively addressing concerns, and actively contributing to the long-term success of our diverse portfolio. You will leverage data insights to tailor engagement efforts, communicate directly with subscribers via multiple channels, and collaborate closely with marketing, customer service, and product teams to drive continuous improvement in our retention strategies. This is an exciting opportunity to make a tangible impact on our business outcomes from the comfort of your home office, while being part of a forward-thinking, globally recognised media company that champions innovation and audience engagement. We are looking for someone who thrives in a fast-paced environment, has excellent interpersonal skills, and is passionate about delivering exceptional customer experiences.
Key Responsibilities
- Proactively monitor subscriber engagement and identify at-risk accounts using data analytics and internal tools.
- Engage directly with subscribers via email, phone, and chat to understand their needs, resolve issues, and reinforce the value of their subscription.
- Develop and implement personalised retention strategies, including special offers, content recommendations, and feedback solicitation.
- Collaborate with the marketing team to design and execute targeted retention campaigns and communications.
- Provide detailed reports on retention metrics, churn rates, and subscriber feedback to inform strategic decisions.
- Work closely with customer service to streamline support processes and ensure a consistent, positive subscriber experience.
- Contribute to the continuous improvement of retention policies, procedures, and subscriber journey mapping.
- Stay informed about industry best practices in subscription management and customer retention to recommend innovative solutions.
Required Skills
- Proven experience (2+ years) in a customer service, account management, or retention-focused role, preferably within a subscription-based business.
- Exceptional communication skills, both written and verbal, with a customer-centric and empathetic approach.
- Strong analytical abilities and comfort working with data to identify trends, inform decisions, and measure campaign effectiveness.
- Proficiency in CRM software (e.g., Salesforce, HubSpot) and customer support platforms.
- Excellent problem-solving skills and the ability to handle challenging customer interactions with empathy and professionalism.
- Self-motivated, highly organised, and able to work independently in a remote environment, managing time and priorities effectively.
- A genuine passion for understanding customer needs and enhancing customer loyalty.
Preferred Qualifications
- Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
- Experience with A/B testing or experimentation in retention strategies.
- Familiarity with digital media publishing or e-commerce platforms and their subscription models.
- Understanding of customer journey mapping and lifecycle management principles.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Flexible remote working arrangement, allowing for a healthy work-life balance.
- Comprehensive private medical and dental insurance for your well-being.
- Generous holiday allowance and enhanced parental leave policies.
- Opportunities for professional development, training, and career growth within a global company.
- Employee discount scheme across Future plc's extensive portfolio of brands and partners.
- A vibrant, inclusive company culture with regular virtual team events and strong support networks.
- Access to a wide array of learning resources and internal mobility opportunities.
How to Apply
To apply for this exciting Remote Subscription Retention Coordinator role, please click on the application link below. Ensure your CV and cover letter highlight your relevant experience and passion for customer retention in a subscription-based environment. We look forward to reviewing your application and learning how you can contribute to Future plc’s continued success!