CRM Subscriptions Executive
The CRM Subscriptions Executive is responsible for leading the development and automation of personalised subscriber journeys through Braze. Leveraging data-driven insights and innovative approaches, the role focuses on driving deep engagement with journalism, improving operational efficiencies, and maximising subscription revenue.
This role involves managing multi-channel campaigns to build loyalty across digital platforms. This includes winning back lapsed users, fostering long-term retention, and implementing churn prevention strategies.
- Mapping out personalised customer journeys across multiple channels (email, website, app, etc) through Braze to enhance reader engagement, habit formation, and long-term subscription retention.
- Owning the CRM calendar to closely align with product launches, promotions, major news events, and subscription promotional periods.
- Utilising customer data to segment audiences effectively, leveraging CRM tools to identify opportunities based on content consumption, paywall interactions, and current subscription tiers.
- Tailoring content messaging and subscription offers based on reader preferences, reading habits, and specific lifecycle stages (e.g., anonymous user, registered user, trialist, active subscriber, at-risk/churning).
- Implementing x-channel CRM lifecycle campaigns, covering building, proofing, testing, and sending automated flows to drive incremental subscription value (e.g., onboarding series, premium upgrade campaigns, and win-back flows).
- Conducting A/B tests to optimise personalisation strategies, messaging, and content delivery for maximum impact and effectiveness.
- Working closely with cross-functional teams such as Marketing, Commercial, Product, SEO, Tech & Data, to align initiatives with broader business goals.
- Previous experience working within a media, digital publishing, or newspaper environment, with a strong understanding of a subscription-first (B2C) business model (preferred).
- Knowledge of Braze (or equivalent enterprise CRM system) across campaign programming, conditional logic, A/B optimisation, data management, and identifying subscriber-level insights (required).
- Strong grasp of core subscription metrics (e.g., Churn, LTV, CAC, Trial Conversion Rate) (required).
- Knowledge of how to use data to inform lifecycle design and drive habit-forming user behaviour (like daily reading or app adoption) (required).
- High organisation skills, with meticulous attention to detail (required).
- Ability in interpreting results and communicating insights effectively to stakeholders (required).
- Comfortable with ambiguity and creating processes in complex environments to drive progress (required).
- Results-driven marketer with proven quantitative and analytical skills (required).
- Private medical insurance
- Excellent parental leave
- Working globally policy
- Mental health support
- Assistance programs
- Social gatherings
- Pension scheme
- Other benefit schemes
- Birthdays off work
- 25 days of holiday per year
- Life assurance
- Star card
- Step Further Awards (employee recognition program)
- Season Ticket Loan
- Cycle to Work Scheme
- Complimentary access to Racing Post Members Club, with an Ultimate Membership
- Two days per year for volunteering with charity partner
Spotlight Sports Group is a global media and technology company operating across horse racing and sports betting. It combines more than 40 years of Racing Post heritage with consumer brands such as Pickswise, myracing and Free Super Tips, alongside B2B products that power major operators, affiliates and media groups. Its technology includes the Superfeed content engine, Halo live streaming, Spotlight iQ AI-driven insights and digital and print betting-shop displays, plus the ICS-digital and ICS-translate marketing and localisation agencies covering more than 80 languages. Headquartered in London, the company employs over 400 people and serves leading names in betting, racing and sports media.