Project Lead - Customer Engagement

Position:  Project Lead - Customer Engagement

Reports to: Head of Customer Experience / Home Delivery Manager

Location:  The Irish Times HQ, Dublin, Ireland (Hybrid Working)

Contract: Fixed Term

About us:

The Irish Times has delivered top quality news, opinion and analysis since it was first published in 1859. As media technologies evolve, so do our methods of storytelling and delivery. The Irish Times continues the transition from print to multi-platform publication, while upholding the journalistic principles that earned it the reputation as Ireland's paper of reference.

In recent years, the Irish Times Group expanded its interests to include the Irish Examiner, The Echo, Regional newspapers and Radio stations in addition to the Citywest print facility, the property website MyHome.ie, recruitment website RecruitIreland.com, news website BreakingNews.ie, and Irish Times Training.

Job Summary:

The Project Lead - Customer Engagement will work across several key areas and initiatives, ensuring various aspects of projects are in place to ensure success. Reporting to the Circulation Director, this individual will also work directly with the Home Delivery Manager on all aspects of customer acquisition and retention programmes.

Responsibilities include, but are not limited to:

Customer Engagement

• Work directly with the Home Delivery Manager on the strategic roadmap for Home Delivery.
• Take a creative approach to possible activations, ensuring they have a critical path and work towards a P&L.
• Develop and implement retention strategies for Home Delivery customers.
• Liaise with the Marketing & Premedia departments to develop and organise ongoing advertising & promotion campaigns in line with current acquisition strategy.
• Source products/services to be considered as subscriber incentives.
• Prepare structured written marketing & promotion briefs for the Customer Care Team.
• Liaise with and brief the Customer Care Team on the planning, timing, and execution of campaigns.
• Manage the planning and organisation of various customer communications, including the Christmas Calendar, one-off/bank holiday SMS campaigns, and Christmas events.
• Ongoing liaison with external leaflet printing companies and canvass teams.
• Plan and manage the HD customer newsletter (two per annum).
• Assist with the organisation of the canvass operation: area planning, newspaper supply, leaflets, offers, ordering branded items such as jackets, t-shirts, order books, promotional material, etc.
• Assist in acquisition campaigns targeting the Corporate sector.
• Visit corporate clients with the Home Delivery Manager for product awareness days.
• Work with the Analytics team to organise the database for all customer communications and liaise with the Marketing team to plan and organise sending customer communications.
• Circulation / customer experience administrative operations and tasks as required.
• Any other duties as required by line manager.

About You:

• Self-motivated with some experience in project management.
• Detail-oriented and proficient with PowerPoint, Excel, and various Microsoft tools.
• Capable of liaising directly with vendors and representing The Irish Times in both internal and external meetings.
• Proven experience in customer / client subscriptions, customer retention, or a related area.
• Strong analytical and communication skills.
• Familiarity with CRM tools and analytics platforms.
• Knowledge of the media industry and subscription models.
• Detail-oriented with a strategic mindset.

Why Join Us?

• Be part of a prestigious organisation committed to journalistic excellence.
• Opportunity to lead innovative projects with a direct impact on business growth.
• Collaborative and supportive work environment.

Benefits:

• Company Health Insurance Scheme
• Company Pension Contribution
• Free Irish Times Premium Digital Subscription
• Highly competitive annual leave entitlement
• Income Continuance Cover
• Corporate Gym Membership
• Sick Leave Pay
• Bike to work scheme