Senior Retention Manager

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 Senior Retention Manager to join our Retention & Customer experience team! This role plays an integral part in enabling the roll out of our engagement model within the lifecycle to improve retention. As well as producing strategic as well as practical support across a broad spectrum of retention initiatives.

About the Role

  • Drive improved supporter retention through exceptional multi-channel campaign strategy, which harnesses insight & analysis utilising our campaign management tool to the full
  • Identify, define and ensure delivery of new key metrics and dashboards to determine the effectiveness of evolving retention initiatives
  • Utilising engagement levers within multi-channel journeys, testing and delivering against these opportunities.
  • Champion upcoming retention channel and capability requirements and communicating to P&E, shaping the direction and prioritisation of important use cases
  • Effectively managing direct reports and support them with their professional development

About You

  • Experience setting up and running multi-channel campaigns using a CMT (ideally Braze but not essential)
  • A good understanding of test, learn and optimise approaches
  • Experience designing journeys involving multiple channels; email, on-platform, app and SMS
  • Excellent communication and relationship-building skills
  • Experience managing direct report(s) and development objectives
  • Customer-centric

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 15th 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.