Customer Lifecycle Manager

Overview

In this role you will own end-to-end CRM and lifecycle strategies to deepen customer relationships. You will collaborate with cross-functional teams to orchestrate personalised journeys across email, SMS, push and other channels, driving retention and lifetime value. You’ll design and optimise lifecycle programmes from acquisition to advocacy, tackling moments that matter to improve outcomes. This is a hands-on, data-driven role at a customer-focused bank with hybrid working options and a clear impact on growth and trust.

Pay / Benefits

• competitive salary
• discretionary annual bonus
• generous holiday allowance
• attractive pension scheme
• healthcare
• life assurance/insurance

Responsibilities

• Own CRM strategy and campaign execution across email, SMS, push notifications, direct mail, and other owned channels
• Build automated customer journeys using marketing technology platforms and journey orchestration tools
• Lead the development of always-on and event-driven CRM programmes
• Continuously optimise contact strategies to improve effectiveness, engagement, and customer experience
• Develop and own the end-to-end lifecycle marketing strategy across all key customer journeys
• Design customer contact strategies that deliver the right message, through the right channel, at the right time
• Map and optimise customer journeys from acquisition through onboarding, engagement, product adoption, retention, and advocacy
• Identify moments that matter across the customer lifecycle and develop targeted interventions to improve outcomes
• Partner with Data and Analytics teams to develop customer models, propensity scoring, behavioural segments, and audience strategies
• Build business cases and deliver plans for new lifecycle initiatives that increase customer lifetime value and long-term relationship depth

Key requirements

• Extensive experience in CRM, lifecycle and/or retention marketing
• Proven success developing and executing lifecycle strategies that deepen relationships and drive retention
• Designing and delivering testing and optimisation programmes
• Strong commercial mindset with a focus on customer lifetime value and business growth
• In-depth understanding of banking customer journeys and lifecycle levers that drive primacy and retention
• Strong understanding of marketing automation, data segmentation and real-time trigger journeys
• Understanding of data-driven personalisation, eligibility models and segmentation frameworks
• Awareness of data privacy, permissions management and governance best practices
• Excellent stakeholder management and influencing skills

• stakeholder management
• influencing skills
• collaboration
• marketing automation
• data segmentation
• real-time trigger journeys

…