Customer Lifecycle/CRM Manager in London

If you’re looking to take an exciting new direction with your career, an internal move can open the door to many opportunities, allowing you to take on a new challenge and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.

You will have a strong digital and customer data expertise to drive a personal and relevant customer experience on our properties. This will help us achieve our Digital targets on sales and increase customer engagement. A better understanding of our data will enable us to make smarter investment decisions and drive increased efficiency and effectiveness.

The team also has a responsibility to protect the business by adhering to regulatory and reputational responsibilities, against a backdrop of delivering consistently good outcomes for customers whilst maximising commercial opportunities and minimising risk for the bank.

As a CLCM Manager, your role will be to manage the customer lifecycle management process within CMB UK. You will be responsible for developing and implementing strategies to optimize customer interactions and experiences throughout their journey with CMB.

• Work closely with key stakeholders to develop and implement a suite of Next Best Actions/campaigns within Pega CDH.
• Implement customer lifecycle management strategies and initiatives to enhance customer satisfaction, retention, and loyalty.
• Provide management of CLCM (Customer Lifecycle Management) runway and deliverables aligned to stakeholder requirements and CMB UK strategic priorities.
• Drive hypothesis generation and channel optimization for UK CMB, through AB testing and performance measurement across all digital platforms and channels, including development and maintenance of segments to facilitate personalisation.
• Be responsible for all CLCM and audience segment outputs across UK CMB. Identify opportunities to drive digital revenue growth and increase customer engagement.
• Build strong positive relationships with key stakeholders to ensure alignment on objectives and proactive identification of new opportunities for CLCM and audience segments to support UK CMB Strategic priorities. Drive collaboration with other teams as required to ensure we leverage the work of other markets and vice versa.
• Analyze customer data and insights to identify opportunities for improving customer engagement, lifetime value and driving revenue growth.
• Define and monitor key performance indicators (KPIs) to measure the effectiveness of customer lifecycle management initiatives.
• Identify and implement customer segmentation strategies to tailor communications and offerings based on customer preferences and behaviours.
• Develop customer journey maps to identify pain points and opportunities for improvement in the customer experience.
• Implement customer feedback mechanisms and use customer insights to drive continuous improvement in products and services.
• Stay updated on industry trends and best practices in customer lifecycle management to drive innovation and competitive advantage.

• Ability to create, run, and analyse Adaptive models for efficient campaign management and delivery.
• Design strategies that will be integrated in the Pega campaign journey.
• Knowledge of Multi Level Decisioning.
• Solution design skills working with multiple channels like Email, SMS, Push, Web, Mobile etc.
• Proficient in Agile ways of working and implementation.
• Implement content and rules into next best action strategies.
• Supports NBA reporting, monitoring and control.
• Proven experience in customer lifecycle management or a related field, with a track record of successfully implementing customer-centric strategies.
• Strong understanding of audience segment design principles.
• Strong analytical skills and the ability to interpret customer data and insights to drive actionable recommendations.
• Knowledge and passion for improving user experience. Results oriented with strong consultative and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Proficiency in customer relationship management (CRM) software and other relevant tools and technologies.
• Strong business and commercial acumen with strong ability to solve business problems. Experience of working at pace in a cross functional department with a collaborative and flexible style.
• Strong project management skills, with the ability to prioritize tasks and meet deadlines.
• Knowledge of industry best practices in customer lifecycle management and customer experience optimization.
• Experience of working in a large digital organisation with a good understanding of digital ecosystems; understanding marketing technologies and digital advertising systems.