Job Description
Role Overview
The Economist is seeking an experienced and strategic Head of Customer Retention to lead our efforts in retaining and renewing our B2B subscriber base. This role will be pivotal in shaping and executing retention strategies, managing a high-performing team of Customer Success Specialists, and collaborating cross-functionally to ensure long-term subscriber satisfaction and value.
This is a critical leadership role within the Economist Enterprise Sales and Customer Success organisation, based in our London office. The successful candidate will report to the Global Head of Sales and play a vital role in influencing revenue stability and customer lifetime value.
Key Responsibilities
Leadership and Team Management
1. Lead, coach, and develop a team of Customer Success Specialists focused on subscriber retention and renewals.
2. Set clear performance targets, KPIs, and customer success goals aligned with broader commercial objectives.
3. Foster a proactive, customer-centric culture that champions subscriber satisfaction and loyalty.
4. Develop and implement comprehensive retention strategies to reduce churn and improve customer lifetime value.
5. Own the end-to-end renewal lifecycle, ensuring timely, data-driven, and customer-focused outreach.
6. Leverage insights from churn analysis an...