Customer Experience Associate - Fixed term Contract

The global Subscriber Engagement Team is a critical function within the Customer Experience & Lifecycle Marketing team helping to deliver personalised, high-value experiences for trialists and subscribers, whilst ensuring the integration of customer insights across the department to support our continued transformation towards true customer-centricity. In this role you will talk directly to subscribers on a 1:1 level to deliver a personalised, interactive, premium experience that helps 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.

Responsibilities

Engage FT subscribers at all levels of seniority from a broad range of industries and sectors to inform subscribers of products and services via outbound engagement calls with a customer centric approach; Help FT readers maximise the benefits of their trial and/or subscription, driving conversion rates and building engagement habits, by walking readers through the website and mobile app; Ask probing questions to effectively match readers' interests to content, tools, features and services available on FT.com; Proactively develop knowledge of content, tools, features and live events, on all FT platforms; Demonstrate resilience by having a positive attitude when making outbound calls, being self-motivated and effectively managing call leads on a weekly basis; Be adaptable to new and changing outbound campaigns that evolve with the customer lifecycle strategy; Be accountable for individual performance against Key Performance Indicators including contact rates, call acceptance rates, engagement and retention impact; Input customer feedback following all outbound calls to support the voice of the customer program; Effectively promote and secure appointment bookings for in-depth consultations with FT Specialists

Requirements

Ability to build customer rapport, verbally engaging and guiding customers through a digital product in a personalised manner; Lead with curiosity - confidently and skillfully asking questions and demonstrating active listening; Ability to self-manage time according to regular deadlines; Excellent verbal and written communication skills; A passion for customer experience; Enjoys reading FT content or similar content

Nice to have

Some customer-facing experience e.g. basic sales, cold calls

Benefits

Generous annual leave; Medical cover; Inclusive parental leave packages; Subsidised gym memberships; Opportunities to give back to the community; 50% hybrid working model (averaging two to three days onsite); Flexible working pattern requests considered where feasible