Customer Retention Manager

Customer Retention Manager role at Hearst UK, responsible for driving customer lifetime value, reducing churn, and delivering sustainable net growth. The role involves planning and delivery of retention and engagement strategy across 13 brands, managing contact centre performance, and leading a team of Retention Marketing Executives.

Requirements

• Proven experience in lifecycle marketing, retention, CRM, or customer marketing
• Experience managing or mentoring team members, with strong leadership and coaching skills
• Strong analytical capability, with the ability to interpret data and translate insights into strategy and action
• Excellent communication skills, with the ability to craft compelling, personalised customer messaging across both digital and assisted channels
• Strategic thinker with a test-and-learn mindset and a focus on continuous improvement
• Strong understanding of CRM platforms and segmentation techniques
• Highly organised, with strong project management skills and the ability to manage multiple priorities
• Collaborative and stakeholder-focused
• Creative problem solver with a proactive approach to improving customer experience and retention outcomes
• Strong awareness of industry trends, best practices, and emerging technologies in retention marketing

Benefits

• Generous Workplace Pension
• Income Protection
• Life Assurance
• Season Ticket Loan
• Salary Finance tools
• Financial Wellbeing sessions
• Home Tech benefits to spread costs
• Treat yourself with major discounts across London
• Everyday savings via the HAPI at Hearst app
• Specsavers eye care
• Company-funded Health Cash Plan
• Mental health support
• Discounted gym memberships
• Cycle to Work scheme
• Location Flex and Holiday Exchange
• Charity Day
• Wellbeing resources
• Hearst ERG Groups