Customer Experience Associate - Fixed Term

About the role

The Financial Times is looking for a Customer Experience Associate on a fixed-term contract in Manila. The role sits within the global Subscriber Engagement Team, which delivers personalised, high-value experiences for trialists and subscribers. You will talk directly to subscribers on a 1:1 basis to help them get the most out of their subscription.

Key responsibilities

• Engage FT subscribers from a wide range of industries and sectors via outbound calls, informing them of products and services in a customer-centred way.
• Help readers maximise the value of their trial and/or subscription by guiding them through the website and mobile app, matching their interests to content, tools, features and services.
• Keep up to date with content, tools, features and live events across all FT platforms, including by regularly reading and listening to the FT.
• Manage call leads on a weekly basis and stay resilient and positive on outbound calls.
• Adapt to new outbound campaigns as the customer lifecycle strategy evolves.
• Own your performance against KPIs such as contact rates, call acceptance rates and engagement and retention impact.
• Enter customer feedback after each call to support the voice of the customer programme.
• Promote and secure appointments for in-depth consultations with FT Specialists.

Required profile

• Some customer-facing experience, such as basic sales or cold calling, is desirable.
• Ability to build customer rapport and guide customers through a digital product in a personalised way.
• Curiosity, active listening and the ability to ask probing questions.
• Self-management of time to regular deadlines.
• Excellent verbal and written communication skills and a passion for customer experience.
• Enjoyment of reading FT content or similar content.

What we offer

• A 50% hybrid working model, averaging two to three days onsite, with flexibility for other patterns where possible.
• Annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and community giving opportunities.