About Us
Across the FT Group, our people are united by a mission to deliver world-class information, news and services to our global audiences. We're a digital-first organization made up of journalists, technologists, product managers, event planners, strategists, commercial and finance experts, marketing and communications specialists - and much more. Our strength is in our employees.
Our commitment to diversity and inclusion in the workplace
At the FT, we aim for employees across all regions to have 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 and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.
Role Overview
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.
In this role you will work to the following outcomes:
- 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.
Qualifications
- 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
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
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 reasonable 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 talent@ft.com and a member of our team will be happy to help.
A reasonable estimate of the hourly rate for this role is $25-$28 an hour, depending on the candidate's qualifications. To ensure pay fairness, the successful candidate will be offered an hourly rate within the estimated range based on a number of considerations including but not limited to: skill set; experience and training; certifications; and other business and organizational needs. The disclosed range estimate is for our
NYC office and has not been adjusted for other locations.
