Customer Lifecycle Manager

• You’ll be responsible for identifying and developing lifecycle management activities with the aim of growing engagement with our customers and supporting them with their borrowing needs
• You’ll work with a wide range of internal (and at times external) stakeholders to define the objective and lead the assembled campaign team to deliver and then optimise the activity
• You’ll also be responsible for leading strategic or tactical changes for customers; coordinating efforts across business areas, managing issues and challenges, and ensuring all KPIs are delivered to time
• Lead the end-to-end delivery of lifecycle initiatives, such as credit limit increase and spend campaigns, coordinating cross-functional teams including Analytics, CRM, Technology, Compliance, and Operations
• Apply a highly analytical and data-driven approach to lifecycle management, leveraging customer behaviour, segmentation, predictive insights, and campaign performance data to inform strategy, optimisation and prioritisation
• Develop end-to-end customer lifecycle strategies from scratch across existing credit card portfolios and brands, driving engagement, profitability, and responsible lending outcomes. This can include, but not limited to card activation journeys and dormancy reactivation initiatives
• Write, build and optimise customer communications across all channels, ensuring messaging is relevant, compliant, and aligned to customer lifecycle objectives
• Establish and maintain a robust test-and-learn framework, using segmentation, A/B testing, and performance analysis to continuously improve campaign effectiveness and customer outcomes
• Proactively manage risks, dependencies, governance requirements, and regulatory considerations throughout the lifecycle management process
• Provide regular portfolio performance updates, campaign results, and strategic recommendations to senior leadership and key stakeholders
• Build strong stakeholder relationships across the business, ensuring alignment on priorities, effective decision-making, and successful execution

Benefits

• Compensation: We review salaries each year to ensure performance is rewarded and we retain our talent. If your responsibilities increase, so will your pay! You’ll also be included in our annual discretionary bonus scheme, linked to your performance.
• Holiday: You’ll start with 25 days a year of annual leave, plus public holidays, with an extra day of holiday added for each completed year of service (up to a maximum of 30 days). Plus, we’ll give you your birthday off each year.
• Health & Wellbeing: We’ve got you covered with private health cover through Vitality, with some additional perks, discounts and rewards to keep you active. You can also take advantage of our Employee Assistance Programme, with 24/7 support for issues like bereavement and health worries, access the cycle to work scheme and benefit from paid sick leave if you need to take a break.
• Learning & Development: We have a variety of internal learning opportunities to support your development, including company-funded training to support your professional development, and department-specific career pathways to provide growth and advancement opportunities.
• Pension: UK and Ireland-based employees will be automatically opted in to our enhanced pension scheme, with options to flex your contribution via our salary exchange scheme (or opt-out completely) as your choose.
• Family: All colleagues benefit from life insurance (4x base salary) and paid maternity, paternity, adoption or shared parental leave, if you’ve been with us for at least 26 weeks. Our flexible working policy is designed to offer support where needed.

Do you enjoy developing customer lifecycle strategies that drive engagement, improve customer outcomes, and deliver measurable business results?Are you passionate about using customer data, insights, and testing to create targeted campaigns that support customers throughout their credit card journey?If you thrive in a fast-paced environment, enjoy leading cross-functional projects from concept to delivery, and can confidently influence stakeholders at all levels, we’d love to hear from youExperience developing and managing customer lifecycle activitiesExcellent project management skills, including planning, critical thinking, and adaptabilityExcellent stakeholder management skills, with experience collaborating closely with a range of people to achieve common goalsYou love collaborating with people to make things happenExcellent verbal and written communication skillsYou love rolling up your sleeves to get things done and enjoy leading activities from start to finishYou care deeply about helping customers manage their money and want to make a big impact quickly