Engagement and Lifecycle Manager London - hybrid 3x a week in office You will lead the strategy behind reducing payment related churn, working on a critical project tied to upcoming regulatory change. They are a well-established, multi-channel media and content organisation with a large subscriber base and a diverse portfolio of products. Operating at a significant scale, they engage millions of customers across digital and traditional platforms. Their teams combine data, technology, and creative expertise to deliver compelling customer experiences. The business is continuing to invest heavily in CRM and lifecycle strategy to support long-term growth. You will focus on the end of lifecycle journey, specifically payments and renewals, designing and optimising communications to reduce churn and improve the customer experience. Design and deliver targeted campaigns for customers with failed, expired, or at risk payment methods Segment audiences based on behaviour and risk signals to drive personalised journeys Develop testing frameworks to optimise messaging, timing, and channels Work closely with data, product, and engineering teams to ensure accurate triggers and automation Track and report on performance metrics such as payment recovery rates and retention impact Shape the long term approach to lifecycle strategy, with scope to expand into broader win back campaigns Strong commercial experience within CRM, lifecycle, or retention marketing in a subscription environment Experience using CRM or CDP platforms such as Braze, Salesforce Marketing Cloud, or Adobe Ability to interpret complex data and translate insights into actionable strategies Experience with segmentation, testing, and campaign optimisation Strong stakeholder management skills and the ability to work cross functionally Private medical insurance including pre existing conditions Pension contributions and a comprehensive wellbeing package Access to training, development resources, and LinkedIn Learning Generous holiday allowance plus volunteering days Additional lifestyle benefits including fitness support and retail discounts
