Customer Relationship Management Manager

CRM Manager - Subscriptions

Hybrid/Central London

Competitive Salary + Benefits

We’re partnering with a well-established media organisation currently undergoing an exciting transformation across print, digital and audio. With a long-standing reputation for high-quality journalism, culture and ideas, they are building a modern subscription business designed to support independent journalism long into the future. As part of this next phase of growth, they are looking for a CRM Manager to help maximise subscriber engagement, retention and lifetime value. This is a high-impact role for a lifecycle marketer who enjoys working with data, experimentation and storytelling to build meaningful relationships with subscribers.

The Role

As CRM Manager – Subscriptions, you’ll be responsible for driving subscriber engagement, retention and lifetime value across a growing suite of digital and print subscriptions.

Using lifecycle marketing, personalisation and data-driven insights, you’ll design campaigns and experiences that keep subscribers connected to high-quality journalism and encourage long-term loyalty.

Working cross-functionally with editorial, product, creative and analytics teams, you’ll help build a scalable retention and engagement engine that supports sustainable subscription growth.

Key Responsibilities

Lifecycle & Retention Strategy

• Develop and lead subscriber lifecycle strategies, including onboarding, engagement and retention journeys
• Own the subscriber onboarding roadmap, from concept through execution and optimisation
• Design lifecycle communications that deepen engagement and improve long-term retention
• Identify opportunities to increase trial-to-subscription conversion and subscriber lifetime value

Campaign Execution

• Use Dotdigital (or similar ESP tools) to design, build and deploy multi-channel lifecycle campaigns

Data, Insights & Experimentation

• Analyse subscriber engagement data to uncover insights that inform campaign strategy
• Develop and manage A/B and multivariate testing frameworks to improve performance across the lifecycle funnel
• Build dashboards and reports to track performance against key KPIs including engagement, churn reduction and LTV

Cross-Functional Collaboration

• Work closely with product, creative, analytics and finance teams to optimise the subscriber experience
• Collaborate with editorial teams to develop initiatives that strengthen subscriber relationships
• Support campaigns, partnerships and brand activations that drive deeper engagement with subscribers

About You

• 5+ years’ experience in lifecycle, CRM, retention or growth marketing
• Hands-on experience managing multi-channel lifecycle campaigns across email, in-app and push channels
• Strong analytical mindset with the ability to interpret data and build performance dashboards
• Proven experience running structured A/B testing programmes and applying insights to improve performance
• Familiarity with Dotdigital or a similar lifecycle marketing platform (ESP)
• Experience working with tools such as Chartbeat, Piano, GA4 or similar analytics platforms
• Strong communicator who thrives in collaborative, cross-functional environments
• Highly organised, proactive and comfortable managing multiple initiatives simultaneously
• A creative, test-and-learn mindset with the ability to iterate quickly and scale successful campaigns
• Comfortable operating in fast-paced environments with evolving priorities