Retention Operations Executive

We are looking for a data-driven Retention Operations Executive to support customer retention projects across digital and print and digital channels. This role maximizes subscriber lifetime value, reduces churn, and strengthens audience engagement within a publishing environment.

You will support the retention team across all News and Wealth US brands, including growing our recurring revenue stream with a focus on digital subscriptions and online ordering.

You will report to the Retention Marketing Director

• Plan and build retention marketing campaigns across direct mail and email channels.
• Manage production and deployment of renewal notices, expire/reinstatement campaigns, and loyalty communications.
• Collaborate with internal and external creative teams to develop messaging and offers.
• Oversee campaign calendars to ensure and accurate delivery of all retention efforts.
• Segment subscriber databases to target audiences based on behavior, demographics, and lifecycle stage.
• Track, analyze, and report on campaign performance across both direct mail and email, including response rates, conversion, engagement, and ROI.
• Develop regular cross-channel campaign reports and dashboards, integrating data from print and digital efforts.
• Measure and compare performance of direct mail versus email campaigns to identify trends and optimization opportunities.
• Translate campaign results into relevant insights and recommendations to improve retention and reduce churn.
• Conduct A/B testing on messaging, creative, format, and offers across channels.
• Work with vendors, printers, and email service providers to ensure quality, accuracy, and cost efficiency.
• Monitor subscriber trends, churn rates, and engagement metrics to inform strategy.
• Maintain accurate campaign documentation, reporting, and performance summaries.

• 2+ years of experience in a similar role
• Organizational: Able to collaborate with teams that are in different time zones and countries.
• Analytical capabilities, including expertise in campaign analysis, testing, and the ability to build and manage retention reports
• The ability to translate complex retention data into clear, strategic narratives for Executive partners.

The expected range for this role is $62,400 - $75,000

As well as more great perks, including:

• Uncapped leave, because we trust you to manage your workload and time
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend and get rewarded when they join Future
• Well-being support with access to our Colleague Assistant Programs
• Opportunity to purchase shares in Future with our Share Incentive Plan

Internal job family level Professional 6

This is a Hybrid role from our New York office, working three days from the office and two from home.

We're Future, the global leader in specialist media. With over 3,000 employees working across 200+ media brands, Future is a prime destination for passionate people worldwide looking to consume trusted, expert content that educates and inspires action - both online and off - through our specialist websites, magazines, events, newsletters, podcasts and social spaces.

We've got ambitious plans that further build on our growth momentum and unlock new opportunities – and we're looking for driven people who want to be a part of it!

We embrace and celebrate diversity, making it part of who we are.

Different perspectives spark ideas, fuel creativity, and push us to innovate. We're building a workplace where we value, respect, and empower everyone to thrive.

When it comes to hiring, we keep it fair and inclusive, welcoming talent from every walk of life. It's not just about what you bring to the table — it's about making sure the table has room for everyone.

Because a diverse team isn't just good for business. It's the Future.

Find out more about Our Future, Our Responsibility on our website.

Please let us know if you need any reasonable adjustments made so we can give you the best experience!

#LI-Hybrid