Head of Customer Retention

About the role

The Independent is seeking a Head of Customer Retention to lead the strategy that maximises subscriber engagement, reduces churn and drives long‑term loyalty. You will shape data‑driven initiatives that showcase the full value of our digital journalism and optimise the paying customer journey.

Key responsibilities

• Develop and implement a comprehensive customer retention strategy to lower churn and boost engagement.
• Analyse paying‑customer behaviour and churn drivers, using insights to refine tactics and improve experience.
• Optimise the entire paying‑customer lifecycle—from onboarding through renewal and win‑back campaigns.
• Lead CRM and marketing‑automation programmes, applying segmentation and personalisation to enhance retention.
• Collaborate with product, UX, editorial, brand marketing, e‑commerce and commercial teams to improve the paying‑customer experience.
• Design loyalty and rewards programmes that deepen reader relationships and reinforce brand value.
• Test and scale retention strategies using A/B testing, predictive analytics and other data‑driven methods.

Required profile

• Proven ability to develop and execute data‑driven retention initiatives.
• Strong analytical mindset with experience interpreting customer behaviour data.
• Demonstrated experience working cross‑functionally with editorial, product, marketing and commercial teams.

Required skills

• CRM systems
• Marketing automation
• Segmentation and personalisation
• A/B testing
• Predictive analytics

What we offer

• Opportunity to shape the retention strategy of a leading digital news publisher.
• Collaborative environment with international editorial and product teams.
• Competitive compensation and benefits package.