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.
- Other info: We value diversity and welcome applicants from all backgrounds.
- 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.
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.
Loyalty & Retention Lead in Leeds employer: Interactive Investor
At interactive investor, we pride ourselves on being an exceptional employer that champions employee growth and well-being. Our collaborative work culture fosters innovation and strategic thinking, allowing you to make a tangible impact in the financial services sector. With comprehensive benefits including a generous pension plan, private medical insurance, and a focus on personal wellness, we ensure our team members are supported both professionally and personally as they help shape the future of investment for our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Loyalty & Retention Lead in Leeds
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
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Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
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We think you need these skills to ace Loyalty & Retention Lead in Leeds
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Interactive Investor.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Interactive Investor's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Interactive Investor
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Interactive Investor.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Interactive Investor will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Interactive Investor employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
