Customer Retention Manager

Hearst UK is seeking a Customer Retention Manager to join their Customer Value team. The successful candidate will play a key role in planning and delivering the retention and engagement strategy across 13 brands, spanning paid digital, bundle, and premium membership products. The team collaborates in person and connects across brands and functions.

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 – ideal but not essential.
• 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
• HAPI at Hearst app for discounts and everyday savings