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Findmypast over 2 years ago
marketingmarketingukuk
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Find your magic with us

Connecting people to their family stories is special. We're proud to deliver these magic moments. Through technology, data and insights, we bring people closer to their past, to benefit their future.

We’re a fast-growing team of smart people, on a mission to help millions. Solve meaningful, complex problems and be a part of something magical. Enjoy the agility of a scale-up with the security of real financial backing, in a place where every story matters.

Why join our team?

You will be a pivotal figure in maximising the customer active retention within Findmypast by identifying and championing opportunities for future growth. The right candidate will have a passion for understanding and really defining how changes in the behaviour of the customer's journey will have huge impacts for the customer success. You will love understanding data and will be confident analysing user and performance data from a variety of sources. You will also be as happy to think strategically as you will be to roll your sleeves up and get into the detail when necessary. If you want to be a part of changing how people see their lives and how they belong and play an essential role in their discoveries then this is the role for you.

You won’t find any bureaucracy here, but you will find:

  • Generous holiday allowance with the chance to buy more
  • A pension contribution that stands out in the market (9.5% matched company contribution with a 6% contribution from the employee's side).
  • All the health and wellbeing benefits you’d expect and some you wouldn’t (Careers Page)
  • The chance to work with smart and fun people on products that will bring joy to millions.

As a remote-first organisation, Findmypast employees choose how and where in the UK they work best, whether that's from home or at one of our offices. Yet, we recognise the value in seeing each other in person from time to time. Our quarterly team meet-ups, social gatherings and biannual company offsite events offer the perfect opportunities for collaborative work.

Requirements

Here’s what the role involves:

 

  • Grow user engagement through customer behavioural understanding on and off product. You’ll base this on behavioural data insight, customer attitudes and lifecycle insights. Help to lead the customer to discoveries by recommending the right experience, feature or discovery at the right time in the right channel. To enable this, you will need to work within a SCRUM like environment with the Product and Data Science teams to ensure the customer’s journey is seamless.
  • Be the internal lead for all customer conversations that depart from the platform. You’ll need to ensure you’re continually monitoring and maximising the drivers of active customer engagement. These would include but are not limited to trial to subscription metrics, active user retention, and measures of customer contribution. You’ll use this to influence business partners such as product/engineering and design to recommend customer enhancements that drive to improve customer retention.
  • Ensure the CRM platform is continually optimised and that you’re collaborating with relevant teams to ensure CRM architecture works seamlessly across the organisation and captures all required information at key points in the customer life cycle.
  • Working alongside other team members, leverage expert content creators in the community to inform new off platform and community user journeys and onboarding paths. Build community engagement programmes geared to generate content contribution and peer to peer sharing.

Team management – you will lead and develop a high-performing team who can use analysis to self-assess and improve CRM programs and overall customer engagement. Develop and ensure the team are customer focussed with a passion for results and continuous improvement. Think about your succession plan and developing a team to embody execution culture and who work to the values of the organisation.

About you:

  • Significant CRM experience and experience of working on customer behavioural relationship management within a product led company.
  • Experience, knowledge and understanding of digital marketing in a growth company.
  • Ability to think strategically and follow through with data driven decisions.
  • Strong campaign planning skills – dynamic campaign planning, performance and reporting skills.
  • Expert understanding of key email fundamentals (spam compliance, deliverability, bounces etc.)
  • Experience and understanding of A/B testing, website usability and conversion optimisation and testing against control.
  • Creative mindset with an exceptional eye for detail and quality.
  • Advanced level HTML.
  • Ability to lead and help prioritise competing tasks for the team while working to tight deadlines.
  • Self-motivated with a strategic mindset and happy to roll sleeves up.
  • Autonomous and confident in communicating your decision making and coaching this to the team.
  • Able to work within a product practice, forming a triangle with Data Science and the Product team.
  • Ability to manage budgets and report on commercial and customer improvements.
  • Strong communicator who is great at building relationships, working cross-functionally and managing 3rd party suppliers.
  • Highly computer literate with advanced knowledge of the Microsoft Office suite.

 

Desirable skills and experience

  • Experience with Web Analytics tools (Google Analytics and Looker).
  • Some experience of SQL.
  • Experience with Selligent Marketing Cloud.
  • An interest in Family History.

If you said yes to these, and this all sounds appealing, then get in touch. This could be the start of something special.

What to expect next:

Our interview process is fast and goes like this:

● An initial call with a member of our People Team (30 mins)

● Interview and presentation

● Interview with leadership team

 

We don’t want our approach to hold anyone back, so if we need to tweak this for you, please just ask. Plus we’d love to know your pronouns so please let us know when you apply.

We want Findmypast to be the best company for all our erse employees and customers. If you’d like a deeper understanding of our commitment to ersity, check out our careers page to hear from our CEO, Tamsin.

Benefits

We're passionate about making FMP a great place to work and setting people up to succeed. Benefits include:

  • 26 days holidays + UK bank holidays. We also offer the option to purchase up to 4 additional days.
  • Excellent pension contribution from day one of up to 15.5% of your basic salary (9.5% matched company contribution with a 6% contribution from the employee's side).
  • Flexible working, as we want all our employees to have a brilliant work-life balance.
  • Enhanced and shared maternity/paternity/adoption leave.
  • Learning & Development budget, access to LinkedIn Learning and training opportunities.
  • Various social remote activities to keep connected as a company.
  • Employee Assistance Programme, wellbeing app access and Mental Health First Aiders.
  • Life assurance.
  • Private medical insurance, health and dental cash plan options.
  • Gym membership and staff discounts.
  • Cycle to work scheme.
  • Season travel tickets.
  • BorrowMyDoggy subscription.
  • Subscriptions to Findmypast and British Newspaper Archive.