Customer Retention Manager

Customer Retention Manager role at Hearst UK, responsible for planning and delivering retention and engagement strategy across 13 brands, leading a team of Retention Marketing Executives and managing contact centre performance.

Requirements

• Proven experience in lifecycle marketing, retention, CRM, or customer marketing, ideally within a media or subscription-based business.
• Experience managing or mentoring team members, with strong leadership and coaching skills.
• Experience working with or managing contact centre or customer care relationships, with a strong understanding of save and winback mechanics.
• 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
• Cycle to Work scheme
• Specsavers eye care
• Health Cash Plan
• Mental health support
• Discounted gym memberships
• Location Flex and Holiday Exchange
• Charity Day
• Wellbeing resources
• Hearst ERG Groups
• Treat yourself with major discounts across London plus everyday savings via the HAPI at Hearst app