Introducing the Consumer Revenue Group (CRG)

Introducing the Consumer Revenue Group (CRG) The Financial Times’ commitment to quality journalism is powered by the Consumer Revenue Group (CRG), a diverse team of analysts, marketers, product specialists, creatives and more. They’re responsible for driving our subscription business and powering revenues that fund our editorial independence and global reporting. By combining commercial insight with customer-centric thinking, they unite around a shared goal: to deliver value to readers and drive business growth. In this blog series, we spotlight the people behind the work, their journeys, motivations, and how they’re building meaningful careers in one of the FT’s most dynamic global teams.

Our next spotlight is on James Macairan, an FT Customer Care Associate, who has found joy in turning everyday interactions into meaningful connections. From winning a CRG Employee Recognition Award to sharing initiatives that uplift the whole team, James reflects on how creativity, collaboration, and community shapes his experience at the FT both inside the office and beyond.

Let’s start with your day-to-day as a Customer Care Associate. What do you enjoy most about the work you do?
The joy I have towards my role comes from assisting customers and seeing their satisfaction reflected in positive surveys, even when there are days when repetitive tasks can feel a bit routine. I love that we’re encouraged to be creative in how we help people, which makes each interaction feel fresh. And then there’s the office bonding - especially over food! Our team has a knack for turning shared meals into little celebrations, and that sense of camaraderie makes even the busiest days lighter. 

Can you share a project or initiative you’ve been part of that had an impact beyond your usual responsibilities?
Recently, I won the CRG Employee Recognition Award for creating an initiative that started as a personal goal. I wanted to boost my 10to8 offers, since they’re incentivised, but when I saw the results, I thought, “Why not share this with the team so we can all benefit together?” For context, a 10to8 offer is when we invite a customer to book a session through our scheduling tool. Each successful booking counts as a win, because it means the customer gets to speak directly with our specialist team, and those successful bookings are incentivised. What began as a personal goal quickly grew into a shared success for the team, which made it even more rewarding.

How has the FT supported your growth, either through formal training or on-the-job development?
The FT has this great mix of formal training and the freedom to put your own stamp on the work. The workshops and sessions are valuable, but what I love most is how they trust you to apply what you’ve learned in your own way. It’s not just about following a process, it’s about finding creative ways to make a bigger impact, and that keeps things exciting.

What’s one way you’ve felt personally or professionally encouraged here?
I’ve been lucky to work with leaders who champion their team’s ideas. Whenever I’ve shared something a little different or unconventional, I’ve been encouraged to explore it rather than shy away. That trust makes you want to push yourself further, because you know your effort and creativity are valued.

What about the social side of life within the CRG department — have there been any moments or groups that helped you feel part of the community?
Joining the FT running community has been one of the highlights. They even give out free passes for the fun run/marathons, which is such a fun perk. There’s something great about combining health, camaraderie, and work in the same space, it makes you feel like you belong to a community, not just a team.

What is it about working at the FT and in the news media space that continues to excite or motivate you?
I’m proud to work at the FT because I’m part of a brand that’s respected globally for its integrity, quality, and insight. The FT doesn’t just report the news, it helps shape the conversations that matter. What makes it even better is the people are diverse, talented, and open to new perspectives. That mix of purpose and community is what keeps me motivated every day.

BUILD A NEWSWORTHY CAREER AT THE FT. FIND YOUR NEXT ROLE WITH US.