Customer Engagement Director, BBC Good Food and Olive (#22403349) 

Greater London, London, United Kingdom

Immediate Media is the special interest content and platform company. We own and operate some of the best-loved brands in the UK including Radio Times, BBC Good Food and BBC History. And we only focus on special interest markets, engaging over 82 million passionate consumers globally each month, offering them world-class content and innovative new products and services.
We sum up our mission in three words: Content. Passion. Engagement. Our focus is to help our audiences get the most out of the things they love, whatever they spend their time and energy on. Our people are as passionate about their subjects as our consumers. We’re focussed on growth across our business and we are constantly looking for new and exciting ways to innovate.
We pride ourselves on our open, collaborative and dynamic culture which encourages people to thrive, and give their best whilst being supported, developed and nurtured. As we care about our people, our environment and the impact we make, we have an active Diversity & Inclusion network, comprehensive well-being programmes, and clear sustainability strategies.
For us, it’s really important to connect with our people, particularly as we’re all remote right now. So, we’ve developed a programme of events, workshops and webinars with a rich and diverse mix of content to appeal to everyone.

The Customer Engagement Director is a pivotal role in the senior leadership of the Food Group at Immediate Media, and provides a great opportunity to help shape the UK’s No1 food media brand, BBC Good Food, and sister title Olive magazine, during an exciting period of digital growth and development. Our flagship digital properties are and, which attract audiences of 30m+ users and 3m users respectively.
As the senior marketing lead across the Group, you will report into the Managing Director and manage a digital marketing and insights team, responsible for building brand awareness, campaign marketing, and product marketing performance (promoting our websites, magazines, apps, events & courses, and other ancillary products) - using a spectrum of channels including email, social media, web push notifications, and providing high quality analytics, research and insights to support editorial and business decisions.
You will also work closely with central colleagues to adopt best practise across data, audience development, customer marketing and subscriptions marketing, and work hand in hand with the creative and innovation teams, and newstrade experts within the brand.
You will represent the voice of the Customer across our food brands, ensuring that we are delivering consistent, relevant and excellent experiences across our channels and working to achieve engagement and conversion goals.
Key accountabilities:
Directly manage a focused team of digital marketing experts including a Digital Marketing Manager, Digital Marketing Executive, Social Media Executive, and Customer Engagement Executive, and Digital Analyst, with scope to further develop. Plan and coordinate brand marketing activity across our full range of channels including our magazine titles and live events, ensuring business objectives are met, liaising with relevant teams as needed. Oversee our regular Brand Tracker survey of competitors and work with the Editor-In-Chief and Commercial Director to track and achieve brand KPIs. Optimise our marketing strategy and processes; working with the MD to create and implement a powerful marketing strategy in line with business objectives Set departmental goals, strategy, and budgets, and optimise business reporting / KPIs to ensure focus and drive momentum Develop go-to-market strategies for new digital products and work to improve ongoing performance of our ancillary products such as our native app, our Alexa skill, our webinars and online courses, and our personalised books. Ensure we adopt thorough and ongoing test & learn cycles of continual improvement and optimisation. Manage digital analytics team to provide timely, relevant reporting and insight for editorial and marketing as well as on-going experimentation and optimisation strategies Establish a range of channels to encourage feedback and gauge customer satisfaction, and ensure customers have a voice in development of future product enhancements. Ensure that we understand the ‘what and the why’ of customer behaviour, and create strong, data and insight led customer value propositions. Develop our skills and optimise performance on social media across all channels including Facebook, YouTube, Instagram, Pinterest and others. Develop our range of email communications, and web & app push notifications, introducing more targeting and personalised CRM to encourage repeat visits and conversion Work with central data, UX and CRM experts to understand and map customer personas and journeys and apply them to our brand priorities. Devise personalised marketing activities and customer journeys to improve engagement and conversion. Monitor competition from traditional and challenger brands, and identify opportunities and threats Support the commercial team with advice and campaign management as required, working within BBC guidelines Draw new leads into activities that encourage registration and subscription. Build relationships with a wide range of traffic and acquisition partners. Work collaboratively with editorial/content creation, and subscription teams to help convert our audience from unknown to known Input into the central product development ‘Fabric’ roadmap to help improve the operation and effectiveness of customer engagement funnel and to optimise conversion Create, implement and manage an effective customer retention strategy that will maximise life-time value and minimise churn, within both the print and digital subscription base.

A senior b2c full-funnel marketer, you thrive on collaboration and value clear product propositions driven by insight and audience understanding. You enjoy creating strong marketing narratives. Strong ability to think both creatively and analytically, working with creative and analytics in tandem to drive impactful marketing. Ability to understand and leverage data to make informed marketing decisions, set success metrics and measure results. Proven track of running successful marketing department and marketing campaigns In-depth understanding of a strategic marketing role at the managerial level A natural communicator, you are able to present complex initiatives to brand colleagues across all disciplines and to be the voice of our brands in central team discussions Proven verbal and written communication skills with senior stakeholder management experience Proven ability to influence and collaborate with cross-functional teams and then execute go-to-market plans across multiple channels. Proven experience of hands-on marketing and digital specialism ideally in a media environment, including P&L ownership Proven experience managing employees, experience in mentoring and building out teams Subject expertise in customer acquisition and CRM, ecommerce, user experience, digital marketing analytics and data Experience of Google Analytics, social media platforms such as Social Bakers and email service provider such as Adestra A passion and enthusiasm for food and cooking would be advantageous

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Job Location
Greater London
United Kingdom