The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.

At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.

In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.

Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.

Build a newsworthy career at the FT.

Our commitment to diversity, equity and inclusion

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

The role 

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 Customer Experience & Lifecycle Marketing team helping to deliver personalised, high-value experiences for trialists and subscribers, whilst ensuring the integration of customer insights across the department to support our continued transformation towards true customer-centricity. In this role you will talk directly to subscribers on a 1:1 level to deliver a personalised, interactive, premium experience that helps 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. 

Key responsibilities

• Engage FT subscribers at all levels of seniority from a broad range of industries and sectors to inform subscribers of products and services via outbound engagement calls with a customer centric approach. 
• Help FT readers maximise the benefits of their trial and/or subscription, driving conversion rates and building engagement habits, by walking readers through the website and mobile app. Asking probing questions to effectively match their interests to content, tools, features and services available on FT.com.
• Proactively develop knowledge of content, tools, features and live events, on all FT platforms. This includes regularly reading and listening to the FT, to understand core content and journalists.
• Demonstrate resilience by having a positive attitude when making outbound calls, being self-motivated and effectively managing call leads on a weekly basis. 
• Be adaptable to new and changing outbound campaigns that evolve with the customer lifecycle strategy. 
• Be accountable for your individual performance against Key Performance Indicators including contact rates, call acceptance rates, engagement & retention impact. 
• Input customer feedback following all outbound calls to support the voice of the customer program. 
• Effectively promote and secure appointment bookings for in-depth consultations with FT Specialists.  

Required skills and experience 

• Candidates must have some customer-facing experience e.g. basic sales, cold calls, is desirable
• Ability to build customer rapport, verbally engaging and guiding customers through a digital product in a personalised manner
• Lead with curiosity - confidently and skillfully asking questions and demonstrating active listening
• Ability to self-manage time according to regular deadlines