Marketing Executive, Customer Retention & Loyalty

Marketing Executive, Customer Retention & Loyalty (Up to £34,000)

At Immediate, we’re home to some of the biggest and most loved consumer brands in the UK, including Radio Times, Good Food and Gardeners World. Our trusted, quality content reaches millions of people a month across digital, print, video, podcasts, apps and live events.

We’re the destination for people looking to get more from the things they love. We help inspire them; deepening their knowledge, skills and fuelling their passions, to enjoy more of what life has to offer.

Whether it’s the big things, or the little things; from reaching fitness goals to savouring good food, cultivating outdoor, or indoor, spaces, or enjoying the latest TV sensation with loved ones – we help bring our audiences joy!

About the role

As a Marketing Executive, Customer Retention & Loyalty, you will play a critical role in developing and implementing campaigns to improve customer retention & loyalty, thereby driving subscription & revenue growth across our portfolio of brands. With a deep understanding of customer journeys, martech, and multichannel campaigns, you will play a key role in driving customer retention for print and digital subscribers.

You’ll love this role if;

You are customer centric, data driven and methodical in your marketing. You enjoy a test and learn approach, continually refining processes to drive retention revenues & engagement. You will enjoy collaborating with stakeholders across the business but also be happy to work autonomously.

In this role, you will;

Customer Retention & Loyalty Strategy:

• Form a crucial part of the Customer Retention & Loyalty team developing and execute comprehensive customer retention and loyalty campaigns aligned with the business goals and objectives.
• Implement CRM campaigns across the customer life cycle to drive engagement and renewal rates across different cohorts of customers.
• Effectively implement direct mail campaigns and tele-calling campaigns, to drive renewals for specific cohorts of customers, with the support from mailing & tele-calling partners.
• Brief customer services on renewal, cancel/save and lapsed customer win back campaigns and ensure pricing grids are up to date
• Implement robust cancel/save and lapsed customer win back program to achieve targets.
• Drive LTV through effective retention and upsell messaging for our existing subscribers.
• Utilise data-driven insights to create personalised and compelling customer marketing campaigns improving customer retention creating business value.

Customer Loyalty:

• Create surprise and delight marketing programs for loyal subscribers.
• Work with IM Live & Commerce teams to integrate customer loyalty benefits and experiences.
• Deliver gifting, cross-sell and up-sell marketing campaigns to drive customer value.

Data & Insights:

• Utilise our new CPD tool, Twilio Segment to gain insights into our audiences and better segment and target.
• Provide regular reporting on campaign performance and objectives and proactively make recommendations on developments and improvements
• Recommend ideas for A/B testing on a regular basis and implement these tests aligned with a testing roadmap.
• Produce competitor analysis to benchmark performance and learn best practice

Cross-functional collaborations:

• Work closely with Brand teams and the acquisition team to ensure delivery of campaigns and content in line with the customer focused engagement and loyalty plan.
• Collaborate with Data and Pricing team to optimise pricing, while minimizing impact on churn.
• Coordinate with Customer Conversion and Engagement team and Customer Service to ensure seamless and consistent customer experience.
• Develop detailed and precise creative briefs and partner with Creative Studio to deliver strong marketing campaigns that deliver results.
• Champion marketing communication best practice, including multivariate testing and automation

• A genuine passion for CRM with proven experience in a similar role
• Financial and commercial savviness regarding achieving revenue and volume targets
• Experience with direct marketing communications - including direct mail, email, push & in-app notifications – in a fast-paced, ever-changing environment.
• Prior experience in handling CRM activities for print subscribers is useful
• Familiarity with marketing automation tools and platforms, including awareness of integrating with innovative marketing technologies
• Understanding of segmentation and targeting strategies
• Highly competent copywriter in English with experience of crafting engaging stories and messages for marketing purposes
• A knowledge of the digital landscape from channel marketing through to web and app delivery
• Thrives in an environment of cross functional collaboration

• A relaxed working environment with regular socials including a summer festival
• Immediate Community webinars, well-being initiatives and Mental Health First aiders
• 25 days holiday plus a day for your birthday. Our offices will be closed between Christmas and New Year’s which are in addition to your annual entitlement
• Tailored training and development through our Love Learning platform
• A progressive and transparent culture with clear career progression
• Flexible / hybrid working plus early finish Fridays
• Cycle to work scheme
• Enhanced Family Policies including paternity, adoption and surrogacy leave. We also provide a pregnancy loss, fertility, and carers policy
• Competitive pension plans and Life Assurance
• A newly renovated modern office with lots of collaborative spaces

We pride ourselves on our open, collaborative, and dynamic culture. This encourages our people to thrive, and give their best whilst being supported, developed, and nurtured. As we care about our people, our environment, and the impact we make, we have an active Diversity & Inclusion network, comprehensive well-being programmes, and clear sustainability strategies.

Diversity, equity and inclusion are at the heart of all our values and leadership behaviours to ensure Immediate remains a place where everyone feels included and empowered;

We care

We succeed together

We enjoy the ride

We are bold

We never settle

We get on with it

People are at the heart of our business and creating a diverse and inclusive working environment is extremely important to us. Immediate is an equal opportunities employer. We’ll never treat anyone less favourably because of their sex, gender reassignment, pregnancy and maternity, marital/civil partnerships, sexual orientation, race, nationality, ethnic origin, age, religion or belief or disability. We’re also committed to supporting applications from those who are returning to work following a career break, maternity leave or caring responsibilities.