Operations Lead

Our Media is a leading special-interest content business, based in the buzzing, creative city of Bristol. We're home to market-leading brands in craft, cycling, science and nature, homes and music.

We help our audiences pursue their passions through highly trusted, original content - in print, video and online. Our much-loved brands include BBC Science Focus, Gardens Illustrated, BBC Wildlife Magazine, Your Home and Simply Sewing.

We also have teams working with major charities, brands and membership organisations to help them tell their stories and engage audiences better - in print, video, and online.

We are looking for a highly organised and process-driven Operations Lead to join our Customer Marketing & Experience Team, providing the operational support that underpins our subscription activity, fulfilment processes, and customer retention operations.

This is a role with genuine operational ownership. You will be responsible for ensuring that subscription processes, automated activity, and partner relationships are consistently performing to a high standard - monitoring performance, maintaining clear processes, coordinating with partners, and making sure issues are identified and resolved quickly.

We are looking for someone with a demonstrable track record of operational delivery - strong project management skills, a structured and methodical approach, and a genuine commitment to well-documented, scalable processes. Direct experience in subscriptions or loyalty is desirable but not essential.

The role reports directly to the Director of Customer Marketing & Experience and carries cross-functional responsibility across customer experience, fulfilment, customer service, CRM, and engagement.

• Own the day-to-day operational delivery of subscription BAU activity, including renewal communications, cancellation processes, and win-back flows
• Monitor the performance of automated subscription journeys and retention activity, flagging delivery failures, drop-offs, or emerging churn trends and coordinating prompt resolution
• Track and report regularly on key retention metrics - including renewal rates, cancellation volumes, and retention offer performance - surfacing concerns to the Director of Customer Marketing & Experience in a timely manner
• Support the operational implementation of pricing changes and retention offer mechanics, coordinating across relevant teams to ensure smooth execution

• Serve as the day-to-day operational contact for fulfilment partners and the customer service team, managing routine liaison and maintaining clear lines of communication
• Track and coordinate the resolution of fulfilment issues, maintaining documented escalation processes and ensuring problems are closed out effectively

• Own and maintain operational process documentation, ensuring workflows are accurate, accessible, and kept up to date
• Identify gaps or inefficiencies in existing processes and bring forward practical recommendations for improvement

• Demonstrable experience in a project management, project coordination, or operations role, with the ability to manage multiple work streams and deliver to deadline
• Highly organised, with strong documentation habits and a structured approach to prioritisation
• A track record of building and improving operational workflows, with evidence of driving consistency and reliability in previous roles
• Demonstrated ability to read and interpret data - including performance metrics and trends - and translate findings into clear, accurate reporting
• Expe…