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- Tasks: Lead innovative customer strategies for over 3.2 million customers at Virgin Money.
- Company: Join Virgin Money, a forward-thinking financial services provider focused on customer-centric solutions.
- Benefits: Enjoy 38.5 days annual leave, flexible benefits, and immediate access to perks from day one.
- Why this job: Shape the future of lending while fostering a culture of innovation and accountability.
- Qualifications: Proven experience in credit risk or customer strategy within financial services is essential.
- Other info: Hybrid role with monthly travel to a hub; salary ranges from £76,000 to £95,000.
The predicted salary is between 76000 - 95000 £ per year.
Join to apply for the Senior Manager Customer Support Strategies role at Virgin Money
Join to apply for the Senior Manager Customer Support Strategies role at Virgin Money
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Location: UK Hybrid – Travel to a Hub at least once a month
Salary Range: £76,000 – £95,000 per annum DOE + benefits
Contract Type: Permanent
Our Team
Join our Existing Customer Management team and help shape the future of Unsecured Lending at Virgin Money. We’re on a mission to deliver innovative, data-driven strategies that support our customers through every stage of their journey. If you’re passionate about doing the right thing and leading with purpose, this is the role for you.
What you’ll be doing
- Customer Strategy Leadership: Lead the design and delivery of pioneering customer strategies across the lifecycle, supporting over 3.2 million customers and £6bn in assets.
- Customer Support Innovation: Develop and optimise strategies for persistent debt, minimum payments, vulnerable & at risk, and inactive accounts—ensuring fair outcomes and regulatory compliance.
- Data-Driven Insight: Use advanced analytics and segmentation to personalise customer treatment and improve engagement.
- Regulatory Engagement: Represent Virgin Money in key industry forums and regulatory discussions, helping shape the future of responsible lending.
- Team Leadership: Lead a high-performing team of c.6 credit risk professionals, fostering a culture of innovation, accountability, and continuous improvement.
- Deputise for the Head of Existing Customer Strategy: Provide strategic input and leadership across the wider Credit Strategy function.
We need you to have
- Proven experience in credit risk or customer strategy within financial services.
- Strong understanding of unsecured lending, customer lifecycle management, and regulatory frameworks.
- Detailed understanding of Credit Card P&L including the levers, impacts and consequences of strategy on commercial outcomes
- Demonstrated ability to lead teams and influence senior stakeholders both internally and externally working with third parties
- Experience using data and analytics to drive strategy development and performance optimisation.
- A passion for delivering fair customer outcomes and driving positive change.
It’s a bonus if you have but not essential
- Experience engaging with regulators and industry bodies (e.g. FCA, UK Finance, Credit Bureaus).
- Familiarity with credit decision systems and bureau data strategies.
- Experience with data / portfolio migration projects for integration
Red Hot Rewards
- Generous holidays – 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
- Up to five extra paid well-being days per year.
- 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
- Free private medical cover, income protection and life assurance.
- Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.
And there\’s no waiting around, you\’ll enjoy these benefits from day one.
If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
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Job function
Strategy/Planning, Management, and Customer Service
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Senior Manager Customer Support Strategies employer: Virgin Money
Contact Detail:
Virgin Money Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager Customer Support Strategies
✨Tip Number 1
Familiarise yourself with Virgin Money's customer support strategies and values. Understanding their mission to deliver fair outcomes will help you align your experience with their goals during discussions.
✨Tip Number 2
Network with current or former employees of Virgin Money, especially those in customer strategy roles. They can provide valuable insights into the company culture and expectations, which can be beneficial for your interview.
✨Tip Number 3
Prepare to discuss specific examples of how you've used data analytics to drive customer strategy in your previous roles. Highlighting measurable outcomes will demonstrate your capability to contribute effectively to their team.
✨Tip Number 4
Stay updated on current trends in unsecured lending and regulatory changes. Being knowledgeable about the industry will show your commitment and readiness to engage in key discussions at Virgin Money.
We think you need these skills to ace Senior Manager Customer Support Strategies
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in credit risk and customer strategy, particularly within financial services. Use specific examples that demonstrate your understanding of unsecured lending and customer lifecycle management.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering fair customer outcomes and driving positive change. Mention how your leadership experience aligns with the role's requirements and how you can contribute to Virgin Money's mission.
Showcase Data-Driven Insights: Emphasise your experience using data and analytics to drive strategy development. Provide examples of how you've used advanced analytics to improve customer engagement and outcomes in previous roles.
Highlight Team Leadership Skills: Discuss your ability to lead high-performing teams and influence senior stakeholders. Share specific instances where you've fostered a culture of innovation and accountability within your team.
How to prepare for a job interview at Virgin Money
✨Understand the Role Thoroughly
Before your interview, make sure you have a solid grasp of the Senior Manager Customer Support Strategies role. Familiarise yourself with Virgin Money's mission and values, especially their focus on innovative, data-driven strategies. This will help you align your answers with what they are looking for.
✨Showcase Your Leadership Skills
As this role involves leading a team of credit risk professionals, be prepared to discuss your leadership style and experiences. Share specific examples of how you've successfully led teams, influenced stakeholders, and fostered a culture of innovation and accountability.
✨Demonstrate Data-Driven Decision Making
Highlight your experience with data analytics and how you've used insights to drive strategy development. Be ready to discuss specific projects where your analytical skills led to improved customer engagement or fair outcomes, as this is crucial for the role.
✨Prepare for Regulatory Discussions
Since the role involves engaging with regulators and industry bodies, brush up on your knowledge of relevant regulations and frameworks. Be prepared to discuss how you've navigated regulatory environments in the past and how you would represent Virgin Money in key discussions.
