CRM Executive (Retention) 2023

Join our team at the Guardian and be a part of a diverse and inclusive global organisation that delivers fearless, investigative journalism, and holds power to account.

Our team of award-winning journalists, cutting-edge commercial professionals, and industry-leading digital experts are committed to making a difference and represent a wide range of backgrounds and perspectives. We offer a challenging and exciting environment for career development, with a focus on training, growth and fostering an inclusive culture.

We are now looking for a CRM Executive (Retention) to join our Retention & Customer Experience team. This team is part of the Digital Reader Revenues department and works alongside Acquisition and Newsletter teams. The team focuses on driving recurring revenue and reducing churn from customers with a paying relationship with us.

The digital recurring reader revenue (DRRR) products we look after are: Supporters, App subscribers, Digital subscription, Recurring Contribution, and Membership.

About the role

The purpose of this role is to deliver the retention strategy for the Guardian's digital recurring reader revenue (DRRR) products.

This role requires creative and analytical thinking, enthusiasm to develop a rigorous test and learn approach, an understanding of the role of marketing communications in driving customer engagement and reducing churn. Working closely with the Retention CRM Manager you would be:

• Planning and Implementing multi-channel campaigns and journeys across the customer lifecycle
• Planning and implementing robust testing and optimisation plans
• Regularly analysing and reporting on campaign performance and developing new audience insight

About you

• High levels of numeracy and literacy
• Excellent interpersonal and communication skills
• Relationship building skills
• Motivated self-starter
• Experience of using Braze or another CMT (campaign management tool) and working in email html

We value and respect all differences (seen and unseen) in all people at the Guardian. We aspire to have inclusive working experiences and an environment that reflects the audience we serve, where our people have equal access to career development opportunities, their voices are heard and can contribute to our future. The Guardian actively encourages applications from BAME candidates.

At the Guardian, many of our staff work flexibly and we will consider all requests for flexible working arrangements.

How to apply

To apply, please upload your latest CV and a cover letter which outlines why you'd love to take on this role, and why you're a great match for what we're looking for. The closing date for applications is 9th August 2023.

All roles at the Guardian are open for everybody to apply. It is important to us that you feel supported and comfortable throughout your recruitment process, in order to perform your best. Please let us know if there are any changes we could make to the application process to make it easier and more comfortable for you. Please contact Alice on alice.connor@guardian.co.uk to discuss further so we can work with you to support you through your application.

Benefits at the Guardian

Culture & wellbeing

We want everyone to feel like they belong at the Guardian and we champion diversity of thought. Our various employee forums provide a platform to use their voice to foster an inclusive workplace.

You will also have the opportunity to hear unique insight from our journalists in our morning conference, a live discussion on the news story of the day. We offer great tools to help you prioritise your wellbeing including free yoga and pilates. These run alongside our corporate gym membership and cycle to work scheme.

Learning & development

We encourage personal and professional growth. Employees have access to a broad range of tools and solutions, and we are happy to support the pursuit of professional qualifications through vocational courses and apprenticeships.

Our working environment

We take pride in our surroundings and are pleased to offer versatile meeting rooms and colourful communal areas. We have a brilliant canteen that caters to breakfast, lunch and dinner, with views overlooking Regent's Canal. Our multi-faith prayer room provides privacy for those who require a safe space when in the office. Also, coming soon, the Yellow room, a dedicated space for expressing if you are breastfeeding.

Additional benefits & policies

We offer 30 days annual leave per annum, plus an additional 5 day holiday purchase scheme. Our pension scheme is generous; if you contribute 5% then we will contribute 8-12% (depending on your age). We believe in giving back, which is why employees are given 2 volunteering days annually and the option of payroll giving. Season ticket loans are also available.

You are entitled to life cover, income protection, healthcare, sick pay and eye tests. You can also opt in to dental insurance. We have enhanced maternity, paternity, adoption and shared parental leave policies in place. We also support our employees by offering an IVF, menopause, baby loss, and trans equality policy.