Senior Manager, Subscriber Intelligence & Forecasting

Location: Daily Mail, HSK, London Contract Type: Full-time/Permanent

About The Role

The Senior Manager, Subscriber Intelligence Forecasting owns the numbers that tell the business what is happening to its subscriber base and why. This role holds the single accountable view of the 12-week rolling forecast, churn attribution, and cohort lifetime value, output that reaches the Director of Customer Success, the Director of Acquisition, and the Group MD directly. This is one of three peer roles in the Customer Intelligence team, all reporting directly to the Director of Customer Success.

There is no management layer between this role and the Director, and no reporting relationship with the other two roles in the team. Alignment with those peers is by agreement, not instruction; where the analytical view and the lifecycle strategy view genuinely conflict, that goes to the Director to resolve, not to a manager within the team.

Responsibilities

Forecasting Produce the 12-week rolling subscriber forecast and present it at the Director's fortnightly trading meeting. Provide the data inputs and analytical view that underpin the Director's long-term subscriber base model. Own forecast accuracy, iterating the model as actual subscriber base performance diverges from prediction.

Churn attribution Own the churn number, with a mandate to understand and surface the upstream inputs, whether acquisition, product, or lifecycle intervention, that drive it. Provide the Acquisition team with a clear analytical view of how offer types, channels, and subscriber profiles translate into long-term retention performance. Identify subscriber segments at elevated churn risk ahead of cancellation, and pass that view to the Senior Manager, Lifecycle Segmentation Strategy to convert into CRM intervention.

Cohort and lifetime value analysis Maintain the cohort LTV model, covering acquisition channel, offer type, and lifecycle stage. Model net versus gross subscriber growth, isolating the underlying retention trend from acquisition volume. Track take-through rate, the conversion of subscribers from promotional to full price, as the primary leading indicator of structural churn risk, and flag material shifts before they surface in aggregate churn numbers.

Working relationships Work with the Manager, Insights Performance, who supplies the underlying data feeding the forecast and cohort models. Work with the Senior Manager, Lifecycle Segmentation Strategy to ensure churn risk analysis translates into lifecycle intervention. Represent the Customer Intelligence team's analytical view directly to the Director of Acquisition where offer and channel decisions affect retention outcomes.

OKRS: First 90 Days Deliver the first 12-week rolling forecast within 60 days. Present the first churn attribution analysis to the Director within 90 days, with an evidence-based view of which upstream decisions are creating current churn risk. Build the initial cohort LTV model in collaboration with the Manager, Insights Performance within 60 days.

Agree the forecast data framework and cadence with the Manager, Insights Performance within 45 days. OKRS: Longer Term (Annual Beyond) Annual (FY27) Monthly churn rate reduces against the FY26 baseline, with attribution showing the specific upstream and lifecycle changes that drove the improvement. The Acquisition team can demonstrate, with data from this role, that channel mix and offer design decisions are informed by subscriber lifetime value and retention behaviour.

Forecast accuracy sits within an agreed tolerance, measured against actual base performance over rolling 12-week periods. The 12-week forecast is a live trading tool relied upon by the Director of Customer Success and the Director of Acquisition at every trading meeting, not a static monthly report.