Job Title: Operations Lead
Salary: £30,000 - £36,000
Dept: Customer Marketing & Experience
Company description
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, BBC Wildlife Magazine, YourHome, Gathered.how, BikeRadar and Cycling Plus.
We also have an award-winning content agency that works with major charities, brands and membership organisations to help them tell their stories and engage audiences better - in print, video, and online.
Position
We are looking for a highly organised and process-driven Operations Lead to join our Customer Loyalty, CRM & Engagement 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 Head of CRM, Loyalty & Engagement and carries cross-functional responsibility across customer experience, fulfilment, customer service, CRM, and engagement.
Responsibilities
Subscription, Retention & Performance
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Own the day-to-day operational delivery of subscription BAU activity, including renewal communications, cancellation processes, and win-back flows
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Monitor the performance of automated subscription journeys and retention activity, flagging delivery failures, drop-offs, or emerging churn trends and coordinating prompt resolution
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Track and report regularly on key retention metrics - including renewal rates, cancellation volumes, and retention offer performance - surfacing concerns to the Head of Customer Loyalty & Experience in a timely manner
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Support the operational implementation of pricing changes and retention offer mechanics, coordinating across relevant teams to ensure smooth execution
Fulfilment & Partner Coordination
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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
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Track and coordinate the resolution of fulfilment issues, maintaining documented escalation processes and ensuring problems are closed out effectively
Process & Documentation
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Own and maintain operational process documentation, ensuring workflows are accurate, accessible, and kept up to date
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Identify gaps or inefficiencies in existing processes and bring forward practical recommendations for improvement
A bit about you
Essential:
- Demonstrable experience in a project management, project coordination, or operations role, with the ability to manage multiple workstreams 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
- Experience managing communication across internal teams and external partners, with a proven ability to keep stakeholders informed and escalate issues appropriately
Preferred:
- Exposure to subscription or membership-based business models
- Experience coordinating with fulfilment partners or third-party suppliers
- Experience in a customer-facing or service environment, with an understanding of how operational decisions affect the end customer
Other information
We respect and value differences. We believe that when people from different backgrounds and with different perspectives work together, we can create the most value for our people, readers, customers, and society. If you are excited about this role but your experience doesn't align perfectly with everything listed in the job description, we encourage you to apply anyway, as you may still be a good fit for this or other roles.
We're striving to create a more diverse and inclusive environment and to ensure our content is representative of all our audiences. We have established six internal D&I network groups to help our people feel supported and included, and to provide an open environment for people to network, mentor and exchange ideas, solutions, and experiences. If there is anything we can do to make our recruitment process more accessible for you, please do let us know at [email protected].
Flexible and hybrid working
We know we create great things and have fun when we come together in person and collaborate. We also know that working from home brings great benefits in terms of being able to focus on our work, and manage our personal lives around our roles. With this in mind, we have established a hybrid working pattern, with 60% of the working week spent in the office.
Our people also benefit from a flexi time policy, and a flexi location policy which gives everyone the opportunity to work from another location for two weeks during the year.
We are open to discussion about flexible working requests for any flexibility needs not covered by these policies.
Company benefits include
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Pension contribution matched to 5%
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Season ticket loan
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Hybrid working pattern, flexi start/finish time
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25 days annual leave plus bank holidays, plus Christmas closure, plus your birthday off
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Enhanced Parental Leave
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Option to buy/sell up to 5 days holiday a year
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Social committee, regular in-house learning events
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4x life assurance
Our values
We strongly believe that work is not just about what we achieve, but how we achieve it. We want our people to thrive and develop, and we want to effect positive change in the world.
To put that spirit at the heart of our business, we created a set of values with input from everyone here. Our values are:
Be kind
Always curious
Be the best we can be
We also have a sustainability strategy that is built on five key pillars: Research, Reduction, Recycling, Responsibility, and Reporting. We take pride in our strong partnerships across our complex supply chain to drive emission reductions. Additionally, our office building, Eagle House, is a zero-waste facility powered by solar and renewable energy.
Apply today to take the next step in your career with Our Media.
The closing date for this role is Wednesday 8th July 2026, We review CV's on an ongoing basis and may close the role early due to high interest. If you're interested in joining us, we encourage you to apply as soon as possible!
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