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Head of Performance and Planning (Subscription)

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
  • Demonstrable 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.

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.

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 Disability Confident Employer 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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What You Should Know About Head of Performance and Planning (Subscription), The Telegraph

The Telegraph is on the lookout for a passionate and strategic Head of Performance and Planning to join our dynamic team. In this pivotal role, you'll lead the charge in shaping The Telegraph’s commercial subscriber strategy, ensuring we not only meet but exceed our subscription volume and revenue targets. You’ll manage crucial performance across cancellation and renewal journeys, identifying new avenues for long-term growth while championing customer retention and engagement. Your work will involve collaborating with top-tier stakeholders, creating impactful reports, and implementing robust governance that underscores our strategic objectives. With a strong background in subscription management, you'll guide a talented team, focusing on analytics and actionable insights to drive performance and reduce churn. Your experience should demonstrate not just a track record of subscription growth, but a flair for translating complex data into strategies that resonate. Beyond just numbers, you’ll contribute to a fast-paced, vibrant workplace that values innovation and diversity—powering a collaborative atmosphere where your ideas can thrive. We believe in providing our staff with access to a suite of benefits to support your lifestyle, including flexible working arrangements and extensive training opportunities through The Academy. If you're ready to take the next step in your career and make a significant impact at The Telegraph, we want to hear from you!

Frequently Asked Questions (FAQs) for Head of Performance and Planning (Subscription) Role at The Telegraph
What are the responsibilities of the Head of Performance and Planning at The Telegraph?

As the Head of Performance and Planning at The Telegraph, your responsibilities will include defining and executing the commercial subscriber strategy, driving performance on cancellation and renewal journeys, and presenting performance insights to senior stakeholders. You'll also oversee pricing strategies, manage call center operations, and develop testing strategies to enhance subscriber retention and lifetime value.

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What qualifications are needed for the Head of Performance and Planning role at The Telegraph?

Candidates for the Head of Performance and Planning role at The Telegraph should have significant experience in performance management, planning, or subscription management, preferably within a media or subscription-based industry. Strong analytical skills, exceptional communication abilities, and proven success in subscription growth and customer retention are crucial.

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How does The Telegraph support professional development for the Head of Performance and Planning?

The Telegraph is committed to the professional development of its employees, providing a range of training opportunities through The Academy. This includes courses designed to enhance personal and professional skills, enabling you to grow your career and take on new challenges effectively.

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What benefits does The Telegraph offer to the Head of Performance and Planning?

The Telegraph offers a comprehensive suite of benefits for the Head of Performance and Planning, including dynamic working opportunities, medical cover, generous parental leave, life assurance, and access to season ticket loans. These benefits are designed to support a healthy work-life balance and promote overall well-being.

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What is the workplace culture like at The Telegraph for the Head of Performance and Planning?

The culture at The Telegraph is vibrant and fast-paced, designed to foster creativity and collaboration. We prioritize diversity and inclusion, ensuring a welcoming environment where differences are valued. Employees are encouraged to share ideas and cooperate across teams, contributing to a rewarding and stimulating workplace.

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Common Interview Questions for Head of Performance and Planning (Subscription)
How do you prioritize tasks as the Head of Performance and Planning?

To prioritize tasks effectively, focus on aligning them with strategic goals. Use tools like the Eisenhower Matrix to differentiate between urgent and important tasks, making sure that initiatives driving subscription growth and customer retention take precedence.

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Can you describe a successful strategy you've implemented in a previous subscription role?

Certainly! In a previous role, I implemented a personalized communication strategy targeting at-risk subscribers based on data analytics. This reduced churn by 20% over a quarter, showcasing the power of leveraging data to make informed decisions.

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How do you handle performance reporting?

I handle performance reporting by establishing clear KPIs relevant to subscription goals, ensuring regular updates to stakeholders. I believe in using visualization tools to present complex data in an accessible manner, making insights actionable and facilitating informed discussions.

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What methods do you use to reduce subscriber churn?

To reduce subscriber churn, I rely on comprehensive data analysis to identify patterns linked to cancellations. Implementing proactive engagement strategies, such as personalized outreach and targeted retention offers, has proven effective in my experience.

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How do you integrate feedback from stakeholders in your strategy?

Integrating stakeholder feedback is critical to my strategy. I prioritize regular touchpoints, gathering insights that shape our approach. Limiting assumptions ensures that our strategies are grounded in the real needs and expectations of stakeholders.

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Describe your experience managing cross-functional teams.

I have led cross-functional teams through various projects by fostering open communication and collaboration. By defining shared goals and responsibilities upfront, we have consistently achieved excellent results across departments.

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What role does data play in your decision-making process?

Data plays a pivotal role in my decision-making process. I make it a point to base strategies on concrete analytics, translating data into insights that inform our approaches and allow us to measure success accurately.

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How do you approach budgeting and forecasting?

I approach budgeting and forecasting with a thorough analysis of past performance metrics and market trends. I create flexible budgets that can adapt to changes, ensuring we can pivot as needed while still meeting our financial goals.

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What challenges do you anticipate in this role, and how would you approach them?

I anticipate challenges related to market volatility and subscriber expectations. My approach would involve remaining agile, continuously gathering insights, and being proactive in strategy adjustments to mitigate risks effectively.

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What strategies would you employ to enhance customer retention?

To enhance customer retention, I would implement personalized engagement programs based on subscriber behavior and preferences. Regularly updating offers and incentivizing loyalty can create a more compelling experience for our subscribers.

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Through quality journalism, we aim to champion our core beliefs of enterprise, fair play and enjoyment. Enterprise: We champion freedom – for individuals, markets and nations – and promote a smaller state, capitalism and democracy. Fair-play: We...

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Full-time, remote
DATE POSTED
January 14, 2025

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