Lifecycle & Content Lead

London (Oxford Circus) | Hybrid: 2 days per week | Reports to: Director of Brand & Marketing

About Monument

We're building something genuinely rare: a financial brand designed for the mass affluent, the professionals, entrepreneurs and ambitious savers that traditional banks have systematically underserved for decades. We exist to make managing wealth simpler, smarter and more human, treating every client's wealth with the same care as if it were our own. We hold over £7 billion in client savings, serve more than 100,000 clients, and were named the UK's fastest growing fintech in 2025. The momentum is real.

THE OPPORTUNITY

This is a retention and engagement ownership role. You'll define how Monument earns deeper relationships with clients after the first deposit, and how we use content and organic social to bring more of the right people in. Lifecycle is the centre of gravity. Content and social are the channels that feed it, give it voice and earn attention from the audiences our paid channels can't reach. You'll start hands-on, building the foundations yourself, with a clear path to growing a team as the function scales. For the right person, this is a rare brief: shape lifecycle and content from a near-blank canvas inside a pre-IPO challenger bank, in a segment nobody has properly cracked.

What You'll Do

• Own the lifecycle strategy. Design and build onboarding, engagement, retention and reactivation journeys that turn first deposits into deep, long-term client relationships.
• Build the messaging engine. Stand up the CRM stack, define segmentation, and ship email and in-app campaigns and triggered journeys that perform against measurable goals.
• Set the content direction. Define what Monument has a right to say across long-form thought leadership, client education and brand storytelling, and use that content to drive both engagement of existing clients and attention from new ones.
• Lead organic social, LinkedIn-first. Build a credible, distinctive presence that reaches the mass affluent where they actually are. Establish the voice, cadence and formats that earn engagement, not just impressions.
• Own the brand voice in client comms. Work with Product, Design and Compliance to make sure every touchpoint, from a push notification to a quarterly statement, sounds like Monument.
• Measure what matters. Report clearly on retention, deposit growth per client, engagement, content performance and social reach. Bring those numbers into commercial conversations.
• Operate within a regulated environment. Move quickly inside FCA financial promotions and Consumer Duty obligations, working with Compliance as a partner rather than a gatekeeper.
• Build the team. Start as a hands-on builder. Define the team you need as the function proves out, and hire the right people at the right time.

THE CHALLENGES YOU'LL TACKLE

• Lifecycle as a growth lever. Acquisition gets the attention. Retention, deepening and reactivation are where the long-term commercial value lives. You'll prove that case in numbers.
• A discerning audience. The mass affluent see through generic financial content. Your editorial standards, voice and judgement will set Monument apart.
• Earning attention without paid spend. Organic reach in financial services is hard. You'll find formats and angles that genuinely earn engagement from a sceptical, time-poor audience.
• Building inside regulation. Every email, post and notification sits inside Consumer Duty and FCA financial promotions rules. You'll find the creative space inside those constraints, not work around them.

THE MINDSET

• Bias to Action. Ship, learn, refine. Prioritise outcomes over polish.
• Radical Ownership. Accountable for retention, engagement and brand outcomes, not just activity.
• Challenge with Intent. Push for stronger work through evidence, craft and clear thinking.
• Intellectual Humility. Let the data and the audience guide decisions. Adapt when the evidence changes.
• Low ego, high standards. Confident in convictions, open in thinking, collaborative in approach.

What You Bring

• Proven experience leading lifecycle or CRM in fintech, challenger banks or high-growth digital businesses, with editorial instinct strong enough to also lead content and social.
• Track record of building or significantly scaling a lifecycle or CRM function from an early stage.
• Hands-on expertise with modern CRM and marketing automation platforms, including segmentation, journey design and triggered messaging.
• Strong editorial judgement and a portfolio of content that demonstrates a distinctive point of view.
• Demonstrable success building organic social presence, particularly on LinkedIn, for a brand or for yourself.
• Strong analytical capability across retention, engagement, content and channel performance.
• Confidence with modern martech and AI tools; experience selecting and implementing the stack is a plus.
• Awareness of UK financial promotions rules and Consumer Duty, or the appetite to learn them quickly.
• Experience in regulated environments is advantageous; the right mindset matters more.

What's In It For You

• Build the lifecycle and content engine from the ground up, with genuine commercial backing and foundational decisions that matter.
• Work in a segment where the problem is genuinely unsolved.
• Operate with senior visibility at a critical stage.
• Be measured by results and impact, not meetings or decks.

OUR VALUES

At Monument, our values shape how we make decisions, how we treat each other when things get hard, and how we show up for clients who expect more than standard banking. We set ambitious goals and hold ourselves to them, not because it looks good, but because our clients’ outcomes depend on it. When something isn't working, we say so early, learn from it, and move. We don't wait for perfect conditions, and we don't protect egos over progress. We work as a genuine team, which means real collaboration, honest conversations when we disagree, and shared accountability when things go wrong. We know better decisions come from different perspectives, so we actively value the range of experiences and backgrounds our people bring. We're always asking whether there's a smarter way to do what we do, not for the sake of change, but because standing still isn't an option in the market we're in.

Benefits

• 28 days annual leave plus 8 bank holidays
• Performance related bonus structure
• Equity after probation
• Enhanced pension (9% employer contribution + 1% match when you contribute a minimum of 1%)
• Private health insurance with family cover
• Optical and dental cover
• Online GP service for you and your family
• Life assurance
• Flexible hybrid working, including options to work from abroad
• Enhanced parental leave

EQUAL OPPORTUNITIES

Monument Bank is an equal opportunities employer. We are committed to creating an inclusive environment for all employees and applicants. We welcome applications from individuals of all backgrounds and do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.