ABOUT US Every day, we push beyond expectations to help millions of people save money, at a time when it's never mattered more. Through MoneySuperMarket, MoneySavingExpert, Quidco and our B2B partnerships we supply products to more than 24 million unique monthly visitors, helping UK households to save billions of pounds a year. Can you tell this is something we're exceptionally proud of!
Creative, collaborative, ambitious - it's hard work. But what makes it worth it? Leaving work knowing we've made a difference to our customers, users, and to each other.
Put our distinct brands together with our dedicated colleagues and you've got a workplace with lots of personality. We're open-minded, diverse, and love our differences. Everyone plays a part, and comes together to work hard, go beyond, and make sure everyone feels they belong.
ABOUT THE ROLE We're looking for a Senior CRM Manager - Lifecycle & Loyalty to play a key role in shaping how we build deeper, longer-lasting relationships with our customers and members.
Working across our membership propositions - including SuperSaveClub on MoneySuperMarket and Members on Quidco - you'll help support the CRM strategy that drives engagement, loyalty, retention, and long-term customer value.
This is a role for someone who can operate at both a strategic and delivery level. You'll work closely with the Lead Strategy Manager to shape our lifecycle and loyalty strategy, while taking ownership for translating that strategy into compelling, data-led customer journeys and communications.
You'll connect customer insight, commercial priorities, proposition development, and CRM execution - ensuring our membership experiences give customers genuine reasons to join, engage and stay with us.
WHAT YOU WILL BE DOING Contribute to and shape our lifecycle & loyalty strategy
Co-own the lifecycle and loyalty CRM strategy alongside the Lead Strategy Manager and Head of Engagement, defining how CRM can grow engagement, retention, loyalty, and customer lifetime value.
Develop clear lifecycle strategies across acquisition, onboarding, activation, engagement, retention, reactivation, and advocacy.
Define the role CRM plays within our wider membership propositions and identify opportunities to deepen relationships with customers over time.
Turn customer, behavioural and commercial insight into clear strategic priorities and actionable CRM plans.
Champion a customer-first approach, ensuring our communications are useful, relevant and provide a clear value exchange for members.
Lead CRM for our membership propositions
Own the CRM approach and delivery for our key membership propositions, including SuperSaveClub on MoneySuperMarket and Members on Quidco.
Build journeys that help customers understand the value of membership, successfully onboard, discover relevant benefits and continue to engage over time.
Identify the behaviours and moments that matter most within the member lifecycle and develop communications that encourage the next best action.
Work closely with Proposition, Product, Commercial and Marketing teams to ensure CRM is embedded within the development and evolution of our membership propositions.
Ensure customers experience a joined-up relationship with our brands rather than a series of disconnected campaigns.
Turn strategy into brilliant execution
Translate strategic objectives into clear CRM roadmaps, journey designs, campaign plans and test-and-learn programmes.
Lead the end-to-end delivery of complex lifecycle and loyalty initiatives, from brief and audience strategy through to execution, measurement, and optimisation.
Use segmentation, personalisation, and behavioural triggers to create increasingly relevant customer experiences.
Establish clear prioritisation across CRM activity, balancing customer needs, commercial opportunities, and delivery capacity.
Maintain a high bar for execution, ensuring communications are timely, relevant, accurate and consistent with our brands.
Create a culture of experimentation and optimisation
Develop a strong test-and-learn roadmap across lifecycle and membership communications.
Use customer behaviour and performance data to understand what drives incremental engagement and loyalty.
Move beyond channel and campaign metrics to understand the impact CRM has on membership engagement, retention, frequency and lifetime value.
Identify opportunities to improve journeys continuously and scale successful approaches.
Partner with Analytics and Insight teams to develop meaningful measurement frameworks and communicate performance and learning back to senior stakeholders.
Lead through influence
Be a senior CRM voice within cross-functional teams, influencing Proposition, Product, Data, Analytics, Commercial and Brand stakeholders.
Build strong relationships across MoneySuperMarket and Quidco, identifying opportunities to share learning and create greater consistency in how we approach lifecycle and loyalty
#J-18808-Ljbffr
Senior CRM Manager - Loyalty & Lifecycle in London
