Customer Experience Associate

New York City, New York
Commensurate with Experience
Dec 13, 2017
Entry Level
Metro Area
New York
Full Time

The Financial Times is a leading publisher which prides itself on delivering outstanding, proactive and engaging customer service to its readers.

This is a new and exciting role at the FT where the successful candidate will gain the opportunity to talk directly to subscribers and deliver a personalised, interactive experience to help them take advantage of all the benefits of their subscription. In addition, you will gather invaluable feedback to share with the wider FT business, and influence the development and enhancement of new tools and features on You will focus on outbound engagement calls to FT subscribers, helping them to understand how to use and maximise the value of the tools and services that are part of their subscription package. You will showcase FT content and features to drive reader engagement and customer loyalty and as a result, gain exposure working as part of a global media brand in a growing digital age striving to continuously enhance the FT customer experience.

In this role you will:

  • Proactively phone FT subscribers at all levels of seniority from a broad range of industries and sectors
  • Help FT readers maximise the benefits of their subscription, encouraging sign-up conversions and improved renewal rates matching interests and requirements to content, tools and features
  • Inform subscribers of new products and services
  • Handle customer objections and save any subscribers wishing to cancel
  • Conduct reader analysis in preparation for each customer contact to inform call content
  • Log all relevant data post-call in to SalesForce
  • Capture customer feedback to share through the appropriate channels, helping to identify product requirements and prioritise development
  • Become a subject matter expert for content, tools and features on all FT platforms
  • Share experiences with colleagues to shape future customer conversations and campaigns
  • Participate in exclusive FT Customer Councils facilitated by our Customer Research team, to hear from FT subscribers face to face about how they use, interact and engage with FT content and tools
  • Attend quarterly meetings with the FT Product Council to hear about plans and progress with product developments, and where applicable share customer feedback and insight uncovered through your engagement calls

Desired Behaviours:

  • Can-do, self-starting attitude
  • Outgoing, customer centric approach
  • Team player
  • Resilient
  • Goal orientated
  • Patient

Essential Skills:

  • Experience in a customer-facing role
  • The ability to persuade and verbally engage on the phone
  • Ability to self-manage time according to regular deadlines
  • Interest in media industry