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For Companies At a Glance
- Tasks: Lead customer loyalty and retention strategies to enhance engagement and reduce churn.
- Company: Join interactive investor, the UK's top flat-fee investment platform with over 450,000 customers.
- Benefits: Enjoy a competitive pension plan, private medical insurance, and 25 days annual leave.
- Why this job: Make a real impact on customer loyalty while working in a dynamic, supportive environment.
- Qualifications: Experience in customer retention or lifecycle marketing is essential; strong analytical skills are a must.
- Other info: We value diversity and welcome applicants from all backgrounds.
The predicted salary is between 43200 - 72000 £ per year.
Overview
Join to apply for the Loyalty & Retention Lead role at interactive investor
interactive investor is an award-winning investment platform that puts its customers in control of their financial future. The organisation has helped investors for nearly 30 years and is the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 450,000 customers. For a simple, flat monthly fee we provide a secure home for pensions, ISAs and investments, with a wide choice of over 20,000 UK and international investment options.
We also bring impartial, expert content from our award-winning financial journalists, a highly engaged community of investors, and daily newsletters and insights.
Purpose Of Role
As Loyalty and Retention Lead, you will play a key role in shaping and delivering iis customer loyalty and retention strategy. Operating at the heart of the Engagement function within the Customer Value team, you’ll be responsible for designing data-led initiatives that reduce customer churn, increase customer revenue, and strengthen emotional and transactional loyalty. This role blends strategic thinking with hands-on delivery. You’ll lead cross-functional initiatives to optimise lifecycle journeys, improve tenure and advocacy, and drive continuous improvement in customer value outcomes. You will act as a subject matter expert on customer loyalty, combining insight, journey thinking, and campaign execution to deliver measurable commercial impact.
Responsibilities
- Develop and own elements of the Loyalty and Retention strategy in alignment with customer lifecycle stages, commercial goals, and customer needs.
- Identify and size retention risks, loyalty growth opportunities, and value uplift levers across key customer cohorts using segmentation, behavioural, and sentiment data.
- Champion the role of loyalty and retention in driving revenue growth, AUA, and customer tenure.
- Partner with the Commercial, CRM, Product, Operations and Customer Service to embed retention tactics, behavioural nudges, and personalisation at the journey level.
- Monitor and reduce lapse rates by addressing key pain points and proactively designing interventions.
- Lead the implementation and optimisation of loyalty and recognition initiatives, ensuring they support customer goals and reinforce long-term engagement.
- Track programme effectiveness and continuously evolve based on performance data, customer feedback, and industry best practices.
- Oversee the planning, execution, and performance of multi-channel loyalty and retention campaigns, leveraging email, in-app, web, and direct channels.
- Drive segmentation and personalisation strategies to improve campaign relevance and impact.
- Collaborate with CRM, Content, and Data teams to deliver and scale successful communications.
- Own the regular reporting of loyalty and retention KPIs and initiatives, surfacing actionable insights through dashboards and reporting that feed into strategic planning and ExCo Performance Committees.
- Apply a test-and-learn mindset to continuously refine initiatives and campaigns through experimentation and measurement.
- Share results and insights with senior stakeholders to inform prioritisation and demonstrate value delivered.
- Act as a key partner to Product, Data, Operations, and Service teams to embed customer value thinking across channels and journeys.
- Contribute to the strategic prioritisation of customer value opportunities across the Engagement function.
Skills & Experience Required
Essential Criteria
- Proven experience in a customer retention, lifecycle marketing, or customer loyalty role with measurable commercial impact.
- Strong understanding of lifecycle strategy, loyalty drivers, customer segmentation, and behavioural analytics.
- Experience managing multi-channel campaign delivery using tools such as Salesforce Marketing Cloud, or equivalent.
- Strong analytical skills with the ability to translate data into actionable insights and strategy.
- Experience working cross-functionally to influence product, content, and journey improvements.
- Commercial mindset with the ability to link loyalty initiatives to revenue, AUA, and customer growth outcomes.
- Excellent communication and stakeholder management skills.
Desirable Criteria
- Experience in financial services, fintech, or regulated industries.
- Familiarity with FCA regulations on customer communication and Treating Customers Fairly (TCF).
- Experience working with loyalty frameworks, customer value models (e.g., CLV), or rewards programmes.
- Comfortable using tools such as Power BI, SQL, or customer data platforms.
- Understanding of psychological/behavioural loyalty drivers and personalisation techniques.
Personal Attributes
- STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME
- Clear communicator
- Strong team player
- Demonstrated passion and drive for delivering the best outcome
- Moving with speed delivering faster and better
- Decisive and takes ownership of outcomes
- Not afraid to challenge and be open to challenges
Benefits
- Group Personal Pension Plan 8% employer contribution and 4% employee contribution
- Life Assurance and Group Income Protection
- Private Medical Insurance Provided by Bupa
- 25 Days Annual Leave, plus bank holidays
- Staff Discounts on our investment products
- Personal & Well-being Fund Supporting your physical and mental wellness
- Retail Discounts Savings at a wide range of high street and online retailers
- Voluntary Flexible Benefits Tailor your benefits to suit your lifestyle
Please Note: We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we\’re currently receiving, if you haven\’t been contacted within 30 days of application, please consider unsuccessful.
interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive.
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This description reflects the role’s responsibilities and requirements at the time of posting. It is not intended to be exhaustive and may be subject to change.
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Loyalty & Retention Lead employer: Interactive Investor
Contact Detail:
Interactive Investor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Loyalty & Retention Lead
✨Tip Number 1
Familiarise yourself with the latest trends in customer loyalty and retention strategies, especially within the financial services sector. Understanding what works and what doesn't can give you a significant edge during interviews.
✨Tip Number 2
Network with professionals in the fintech and financial services industries. Attend relevant events or webinars to connect with others who may provide insights or even referrals for the Loyalty & Retention Lead position.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented loyalty programmes or retention strategies in previous roles. Be ready to quantify your impact with data to demonstrate your effectiveness.
✨Tip Number 4
Research interactive investor's current loyalty initiatives and think critically about how you could enhance them. Bringing fresh ideas to the table during your interview can show your proactive approach and genuine interest in the role.
We think you need these skills to ace Loyalty & Retention Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer retention, lifecycle marketing, and loyalty roles. Use specific examples that demonstrate measurable commercial impact to align with the job requirements.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer loyalty and retention. Discuss how your skills and experiences make you a perfect fit for the role at interactive investor, and mention any familiarity with financial services or fintech.
Showcase Analytical Skills: Emphasise your strong analytical skills by providing examples of how you've used data to drive insights and strategy in previous roles. Mention any tools you are proficient in, such as Salesforce Marketing Cloud or Power BI.
Highlight Cross-Functional Collaboration: Demonstrate your ability to work cross-functionally by sharing examples of past collaborations with teams like Product, Data, or Customer Service. This will show your capability to influence and drive customer value across different channels.
How to prepare for a job interview at Interactive Investor
✨Understand the Company and Its Values
Before your interview, take some time to research interactive investor. Familiarise yourself with their mission, values, and recent developments in the investment sector. This will help you align your answers with their goals and demonstrate your genuine interest in the company.
✨Showcase Your Analytical Skills
As a Loyalty & Retention Lead, you'll need strong analytical skills. Be prepared to discuss how you've used data to drive customer loyalty initiatives in the past. Bring examples of how you've translated insights into actionable strategies that led to measurable outcomes.
✨Prepare for Cross-Functional Collaboration Questions
This role requires working closely with various teams. Think of examples where you've successfully collaborated with different departments to achieve a common goal. Highlight your communication skills and ability to influence others, as these will be key in this position.
✨Demonstrate a Customer-Centric Mindset
Interactive investor places a strong emphasis on customer experience. Be ready to discuss how you've prioritised customer needs in your previous roles. Share specific instances where you've implemented strategies that improved customer retention and satisfaction.
