Application deadline is Friday 22nd September 2023.

About Us

Here at the FT, gold-standard journalism is just the beginning. 500-people strong, our Product & Tech team keeps us ahead of the ever-changing digital landscape by delivering cutting-edge products to over one million digital subscribers every day. Our plans for growth rely on a diverse, dedicated and dynamic group of product, tech, delivery and data specialists - everyone’s welcome in this friendly, forward-thinking team. And with entrepreneurial spirit, intelligence and opportunity at every turn, there’s no limits to where your FT career will take you.

Our commitment to diversity and inclusion in the workplace

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We’ll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

The Role Overview

As a Product Manager specialising in Retention within the Customer Lifecycle Group, you will play a pivotal role in developing and executing strategies to maximise customer retention, drive engagement, and enhance customer loyalty. Your primary responsibility will be to champion the development of products and features that improve the overall customer lifecycle, increase customer lifetime value, and reduce churn. You will collaborate closely with cross-functional teams, including marketing, data analytics, and customer support, to achieve these objectives.

What you’ll do: 

• Retention Strategy: Develop and execute a comprehensive customer retention strategy that spans the customer lifecycle, from onboarding to re-engagement.
• Product Development: Lead the ideation, design, and development of customer-centric features and enhancements aimed at improving retention metrics.
• Customer Insights: Utilise customer data, feedback, and analytics to identify opportunities for enhancing the customer journey and addressing pain points.
• Cross-functional Collaboration: Collaborate with cross-functional teams, including marketing, data analytics, other product and tech teams, and customer support, to ensure alignment and effective execution of retention initiatives.
• Roadmap Management: Create and manage the product roadmap, prioritising features and initiatives that have the most significant impact on customer retention.
• User Testing: Conduct user testing and gather feedback to refine and iterate on product enhancements.
• Performance Monitoring: Continuously monitor key retention metrics, conduct A/B testing, and analyse user behaviour to measure the success of retention initiatives.
• Competitive Analysis: Stay informed about industry trends, competitor offerings, and best practices related to customer retention.
• Communication: Effectively communicate product plans, updates, and results to stakeholders at all levels of the organisation.

What you’ll bring to the role

• A proven record of building exceptional products that meaningfully solve the most important problems felt by customers, whilst achieving key business goals.
• 2+ years of product management experience on a digital-first B2C product.
• Specific experience in a growth-stage company
• Scaled product management in a product-led company is a major plus.
• Proficiency in data analysis, user testing, and using analytics tools.
• Strong communication and collaboration skills, with the ability to work effectively in cross-functional teams.
• Strategic thinking and a customer-centric mindset.
• Familiarity with relevant industry trends and best practices in customer retention.

What’s in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here.

Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We have implemented a hybrid working model and we also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please send an email to [email protected] and a member of our team will be happy to help.