The Telegraph
Head of Planning and Performance - Subscriber Retention
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Head of Performance and Planning
We are seeking a strategic and results-driven Head of Performance and Planning to lead and optimise The Telegraph's commercial subscriber strategy. This role is crucial to driving performance across all cancellation and renewal journeys, ensuring subscription volume and revenue targets are met while identifying opportunities for long-term growth. You will lead a dynamic team, collaborate with senior stakeholders, and implement robust performance governance to deliver on our strategic goals.
Key Responsibilities
- You will lead a team on defining, developing and executing The Telegraph's commercial subscriber strategy.
- Drive performance across all cancellation and renewal journeys.
- Inform senior stakeholders of subscription performance and drivers of performance with robust reporting governance and recommendations on changes.
- Deliver our pricing and offers strategy to hit subscription volume and revenue targets and identify new opportunities for long term growth.
- Management of call centre cancellation and retention performance.
- Lead on budget, forecasting, and capital expenditure programmes.
- Develop and deliver new capabilities to support retention and revenue improvements.
- Define and deliver testing strategies to reduce subscriber churn and increase lifetime value.
- Manage change across the business that will have an impact on subscriber experience to maximise opportunity and mitigate risk.
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Requirements
- Proven experience in a senior performance, planning, or subscription management role, ideally within a media or subscription-based business.
- Experience managing and leading cross-functional teams.
- Strong track record of driving subscription growth, reducing churn, and improving customer retention.
- Experience in budgeting, forecasting, and financial management for subscription programmes.
- Exceptional strategic thinking with the ability to translate complex data into actionable insights.
- Strong knowledge of subscription-based business models, customer lifecycle, and retention strategies.
- Excellent stakeholder management and communication skills, with the ability to present to senior leadership.
- Understanding of call centre operations, particularly in relation to retention and cancellation.
- Analytical mindset with a data-driven approach to decision-making.
- A collaborative and flexible team player with a passion for driving business growth.
Benefits
The nature of our industry means life at the Telegraph Media Group is fast-paced, demanding, and interesting. We also want it to be rewarding for everyone who works here by creating a suite of benefits that contribute to lifestyle choices and leisure activities. From dynamic working opportunities, medical cover, and parental leave (six months fully paid maternity leave and enhanced paternity/partner leave), to life assurance and season ticket loans, you can choose from a range of flexible benefits, designed to support your lifestyle and help you achieve a healthy work-life balance.
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Training and Development
With support from your manager and colleagues, you'll also have access to a variety of training and development opportunities through The Academy. Covering a range of personal and professional skills, our courses enable you to develop an enjoyable and rewarding career.
Our commitment to inclusion
At Telegraph Media Group, we foster a diverse and inclusive workplace and we are committed to building a team that reflects a wide variety of skills, perspectives and backgrounds. We believe in equality of opportunity and welcome candidates from all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.
We are proud to be a Level 3 Disability Confident Leader as part of the government's Disability Confident Scheme. If you are disabled or have a long-term health condition and would like support in applying for any of our roles or if you require any reasonable adjustments in the recruitment process with us, please make us aware.
To find out more about Diversity, Inclusion and Belonging at Telegraph Media Group, and for more information on our purpose, beliefs, and people values, please visit our website.
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