London - Hybrid - Full Time
Job Description
Reporting to the Digital Director, the Engagement and Retention Manager – Subscriptions, sits at the intersection of product and marketing, and is primarily responsible for driving subscriber activation and retention, creating personalised customer experiences that drive loyalty and long-term engagement. You are highly numerate, analytical and data-driven, and you will use your deep product, customer, and commercial knowledge to drive growth across our activation and retention funnels, and ensure our subscribers get maximum value from their subscription. You will take a data driven approach to develop a deep understanding of customer behaviour and needs, designing and executing growth initiatives via continuous experimentation and testing.
The Role
Reports to: Digital Director
- Drive users, revenue and business growth through ideation and implementation of activation and retention strategies for The School of Life Subscription
- Create a frictionless user experience for all stages of the user engagement lifecycle
- Drive growth and increase customer LTV via value proposition and price testing, landing page optimisations and push notifications across the awareness and activation stages of the funnel.
- Own and manage retention initiatives using push, in app and email automations for all paying subscribers. Treat activation and retention CRM as a core part of the subscription itself, with the mindset that a user’s behaviour on day 1 on their subscription is the biggest predictor for future retention and/or churn.
- Design and implement automations and customer interactions that are triggered in response to specific subscription usage patterns and behaviours
- Analyse various data sets to drive insights, alongside A/B testing and experimentation to continually improve user experience and product offering
- Be proactive in optimising our data and reporting infrastructure, working closely with the Product team to scope and implement any required changes to datalayers, custom fields and events
- Manage churn via implementation and optimisation of effective and compelling winback campaigns
- Collaborate with UX & Product team members to ideate and develop user experience improvements
- Champion the voice of the subscriber internally, including using behavioural analytics to advise on product development
- Work closely with the Direct to Customer Marketing team to find cross-funnel and cross-channel opportunities to reach and convert new audiences into subscribers, keeping them informed of evolutions to value proposition, pricing as well as promotional ideas
Measurable Objectives:
- Daily, weekly, monthly active users
- LTV / Monthly Recurring Revenue
- Subscriber Cohort Retention
- Winback campaign performance
Tools
Value Proposition / Price / Landing Pages / Paywall / Push notifications / In-app messaging / Product features
Experience
At least 5 years proven experience in a growth or related role / Track record identifying and implementing initiatives that have made a significant contribution to product-led growth performance / Extensive experience using Google Analytics / Experience of Iterable or other similar CRM automation tool desirable / Experience creating Looker reports desirable
Qualities
A passion for emotional and mental wellbeing / Highly organised with the ability to handle multiple projects with changing priorities and deadlines / An excellent communicator, with strong presentation and interpersonal skills / Mission-driven, enjoy working in a team-focused environment, and always seeking ways to improve / Detail-oriented with an enthusiasm for problem-solving and continuous improvement / Creative thinker, able to identify new opportunities and audiences Comfortable executing against a plan, and working with key stakeholders / Outgoing and driven work ethic with ability to work both independently or as part of a team / Strong project and stakeholder management skills
Superpower
Highly numerate and data-driven, ability to analysis complex data into simplified recommendations
Salary
£60-65k dependent on experience
To Apply
Deadline for applications 5pm, Tuesday 20th August. Please click on the button above to send a cover letter with your CV, including a short overview of why you would like to work for The School of Life, your perception of the brand and what we offer to customers.
What you’ll get from us...
- To work with a diverse team of brilliant minds!
- A culture focused on growth & personal development
- £500 per year learning budget
- Hybrid working model with 2 days work in our office on Chancery Lane & use of other office spaces in the group
- Use of office gym, classes & sauna
- 25 days holiday + bank holidays
- Up to 5 days per year unpaid holiday
- 1 extra holiday day per year of service (after 2 years service, capped at 3 additional days)
- Copies of all our newly released books
- Participation in The School of Life personal development sessions
- Enhanced Maternity pay
- Socials & Lunches