Subscriber Engagement Specialist, Financial Times
$25-$28 an hour
2 days a week in office
Global business publication
Open for applications
Global business publication
1001+ employees
Open for applications
$25-$28 an hour
2 days a week in office
1001+ employees
Company mission
The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future.
Role
Who you are
- 2+ years of experience in a customer facing role (preferably with a call centre, frontline or customer experience role)
- The ability to verbally engage, interact by asking questions and persuade on the phone
- Think commercially in relation to upsell, cross-sell and retention
- Have a data-driven mindset
- Ability to self-manage time according to regular deadlines
- Excellent verbal and written communication skills
- Active listening skills and attention to detail
- A passion for customer experience
- Enjoys reading FT content or similar content
What the job involves
- The Financial Times is a leading publisher read by 2 million people every day. The global Subscriber Engagement Team is a critical function within the Consumer Revenue Group helping to deliver personalised, high-value experiences for subscribers, whilst ensuring the integration of consumer insights across the department to support our continued transformation as a customer-centric business
- In this role you will talk directly to subscribers to deliver a personalised, interactive, premium experience to help them take full advantage of the benefits of their subscription with the FT. You will gain exposure working as part of a global media brand in a growing digital age striving to continuously enhance the FT customer experience
- Engage FT subscribers over the phone, at all levels of seniority from a broad range of industries and sectors and inform subscribers of products and services via outbound engagement calls, with a customer centric approach
- Help FT readers maximize the benefits of their subscription, driving conversion rates and engagement through habits, by matching reader interests to content, tools, features and services
- Become a subject matter expert for content, tools, features and live events, on all FT platforms
- Demonstrate resilience by having a positive attitude when making outbound calls, adapting to change within outbound campaigns, and being self-motivated. This includes saving any subscribers wishing to cancel by handling customer objections positively and with a commercial mindset to retain subscribers
- Conduct necessary research to prepare for the outbound customer calls, this can include understanding FT’s most read content and subscriber behaviours
- Be responsible for delivering projects on a regular basis to support the FT’s efforts to better understand the voice of the customer and present analysis and customer feedback trends to key stakeholders across the business, including Marketing, Editorial and Product teams
- Help to identify product improvement opportunities by capturing customer feedback to collaborate with different teams to drive potential change
- Effectively share best practices, experiences, and research findings with colleagues, to help shape future customer conversations, outbound call campaigns and shared opportunities to develop inbound Customer Care interactions
- Adapt to changing needs of the business as call campaigns evolve to target subscribers in varying parts of the subscriber lifecycle
- Be accountable for your individual performance against Key Performance Indicators including contact rates, call acceptance rates, engagement & retention impact
- We would provide training:
- To become a subject matter expert on FT content and platforms
- To enable expansive, personalized conversations with subscribers
- To retain customers and encourage upselling
Our take
Founded in 1888, the FT has grown into one of the world's biggest online and broadsheet economics and business news providers. It has a strong focus on financial journalism and economic analysis, and provides this essential analysis to companies and individuals across the world.
As well as economics and business, the FT also offers sections on opinion, life and arts, how to spend, and more. In 2022, six of its writers won awards in science, data and investment categories, illustrating the breadth and quality of the FT’s journalism.
The company adapts well to changes in the market to maintain its readership. For example, it recently launched a digital hub and weekly newsletter called Cryptofinance to shine a light on the digital asset industry and how innovations are rippling into mainstream finance.
The FT Group employs more than 2300 people worldwide, including 700 journalists in 40 countries. It includes the FT, FT Specialist, and a number of services and joint ventures. FT's focus on providing impartial, high-quality content has gained it a record-paying readership of over a million, three-quarters of which are digital subscriptions.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- A range of training courses as well as confidential career coaching and mentoring
- Flexibility - working from home, job sharing, compressed weeks, and flexible working hours
- Enhanced parental leave, flexible leave allowance and paid volunteer leave
- Pension contribution
- Local health coverage plans
- Gym memberships and healthcare schemes, professional counselling sessions, 24-hour employee wellbeing helpline, weekly meditation classes
- Financial wellbeing products and services
Company values
- Ambition
- Curiosity
- Integrity
- Trust
- Inclusion
- Subscriber focus
Company HQ
City of London, London, UK
Articles
Leadership
John Ridding
(CEO)After studying for a degree in PPE at Oxford, John worked as Chairman of Pearson Asia, as well as editor of the FT in Asia. In 2006, he was appointed CEO of the FT Group.
Roula Khalaf
(Editor)Following a degree at Columbia University and four years at Forbes, Khalaf joined the FT in 1995 as Associate Editor and Middle East Editor. Since January 2020, she has served as Editor.
Salary benchmarks
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Diversity, Equity & Inclusion at Financial Times
Yasir Mirza (Global Head of Diversity & Inclusion)
- D&I annual report
- Reporting pay gaps
- Next generation board
- Employee networks, including Proud FT, FT Embrace, FT Women, FT Families, FT Sustainability, FT Mental Health and FT Access,
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