Customer Subscriptions Operations Manager

Who we are
We're Future, a global leader in specialist media. Our people bring our trusted brands to life, helping millions of people discover expert content that informs, inspires, and drives action. As a pioneering multiplatform media powerhouse, we provide expert content and technology that build valuable communities across all channels.
Our Subscriptions Service & Operations team in Cardiff manages customer experience and multi-channel support across our global media portfolio. We oversee voice, email, social, and review platforms alongside the core billing infrastructure that powers subscriber engagement. You'll join a forward-thinking department driving major operational growth and AI-led digital workflows. This position bridges daily team guidance with strategic operational improvements to ensure cost-effective supplier partnerships.

What you'll do

Reporting to the Global Head of Operations, you'll manage our Cardiff customer subscriptions team and oversee key operational workflows. You'll support daily customer service operations while helping implement automated AI processes to simplify routine tasks. You'll partner closely with internal technology leads, procurement teams, and third-party vendors to deliver high-impact strategic initiatives.
On a daily basis, you'll work with CRM systems like Salesforce and subscription management platforms such as Zuora and Chargebee. You'll manage budget tracking, oversee vendor contracts, and maintain risk management frameworks to keep operations running smoothly.

• You'll guide and coach Customer Subscriptions Associates, balancing daily workloads and supporting individual development.
• You'll collaborate with the Head of Operations to implement AI solutions across our customer service tech stack.
• You'll manage operational projects from initial planning through to rollout without disrupting daily service.
• You'll assist with tracking operational budgets, invoice processing, and purchase order workflows.
• You'll partner with procurement teams to coordinate supplier proposals and manage vendor contract database records.
• You'll maintain operational risk frameworks and standard operating procedures to ensure compliance across all platforms.

What you’ll bring

• Experience guiding, coaching, or managing team members within an operational environment.
• Proven ability to coordinate operational projects and map business processes effectively.
• Familiarity with incorporating AI tools to streamline routine workflows and reduce manual effort.
• Experience supporting vendor administration, budget tracking, or risk management controls.
• Strong communication skills with the ability to collaborate across multi-functional teams.
• Experience with CRM platforms such as Salesforce or subscription billing software like Zuora or Chargebee is beneficial.
• Demonstrable experience supporting team operations and guiding team members in a customer-facing environment.
• Practical experience coordinating operational improvement projects or process mapping.
• Track record of working with customer service tech stacks, CRM systems, or billing software.
• Ability to manage administrative workflows related to vendors, budgets, or contracts.
• Capability to work collaboratively with cross-functional stakeholders from our Cardiff office

What we offer

• Uncapped leave
• Enhanced parental leave
• Discounted rates with Dental care and Private Medical care
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend scheme - with payment following the successful hire.
• Well-being support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan
• Salary sacrifice Pension scheme up to 5% match
• Free drinks and snacks in our offices

The expected range for this role is £35,000 - £50,000
This is a hybrid role, working 2 days per week from our Cardiff Office.
Internal job family level P6
Inclusion and Diversity at Future
At Future, we’re working to attract, retain and foster diverse talent, educating our colleagues in the importance of diversity, and review our internal processes so that they remain as free from bias as possible. We recognise that, in order to reach diverse communities through our content, we must first ensure ours is a culture in which diversity can thrive.
Find out more about Our Future, Our Responsibility on our website.
If you need any reasonable adjustments, please let us know, and we'll be happy to support you.
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