At a Glance
- Tasks: Lead customer growth strategies and optimise the entire consumer journey for long-term loyalty.
- Company: Join a global leader in customer engagement with a focus on innovation.
- Benefits: Enjoy competitive salary, health insurance, parental leave, and tuition repayment assistance.
- Other info: Hybrid work environment with excellent career development opportunities.
- Why this job: Make a real impact by enhancing customer experiences and driving business growth.
- Qualifications: 10+ years in customer retention or lifecycle marketing; strong analytical skills required.
The predicted salary is between 51750 - 63250 £ per year.
The Vice President Customer Lifecycle Growth builds sustainable competitive advantage by ensuring that the entire consumer journey from first discovery to long-term loyalty is optimized for growth. The leader uses data to drive customer transactions, improve retention, enhance cross selling and increase overall lifetime value. The leader manages a team to identify and predict how customers prefer to engage with our solutions and designs marketing programs to enable conversion. They lead the marketing automation to execute agile and targeted customer engagement.
Key Position Components:
- Strategy: Use data to create plans to enhance customer growth.
- Funnel Optimization: Improve how users move from to continued transactions.
- Marketing Automation: Lead the functional optimization of martech to support automated customer engagement, working with engineering teams.
- Retention Management: Improve customer transaction frequency and boost cross sales through targeted campaigns.
- Team Leadership: Guide and mentor marketing, lifecycle and retention resources.
- Global Perspective: Work with global teams to ensure regional preferences and relevancy.
Role Responsibilities:
- Leverage data to create customer behavioral and transactional segmentation and predictive strategic responses.
- Design and execute end-to-end customer journeys from onboarding and repeated transactions, cross selling upgrades, and win-backs.
- Encourage omni-channel access – retail, online and on-app.
- Create data-driven frameworks, utilizing predictive analytics and AI-driven personalization to identify customer revenue opportunities and risks.
- Align cross-functional groups—such as Marketing, Product, Sales, Pricing, and Data Analytics—to fix root causes of customer dissatisfaction and build loyalty.
- Oversee multi-channel communication strategies (e.g., email, SMS, in-app messaging, and loyalty workflows).
- Leverage loyalty programs to build cost effective rewards to enhance repeat transactions.
- Guide executive reporting regarding retention metrics, revenue shifts, and customer health trends.
Role Requirements:
- Bachelor’s degree required or equivalent experience; Master’s degree or MBA preferred.
- 10+ years of progressive leadership experience in customer retention, lifecycle marketing, or customer success.
- 5 years’ experience in high scaled, global environments, preferably in B2C.
- Strong commercial and analytical background in customer segmentation, journey orchestration, and cohort performance.
- Proven history of lowering voluntary and involuntary churn while expanding net revenue retention.
- Experience in driving automation of technical platforms for marketing automation, working with engineering teams and vendors.
- Excellent cross-functional collaboration and influencing, communication, and change management background.
- Excellent executive presence.
Key Success Metrics:
- Gross and net customer growth (incremental transactions) and retention rates.
- Voluntary/involuntary churn reduction percentages.
- Customer Lifetime Value (CLV / LTV) growth.
- Net Revenue Retention (NRR) or Average Revenue Per User (ARPU) impact.
- Improved customer engagement timelines; Completion of implementation of marketing automation platform.
Work Shift: HYBRID
Benefits: You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few.
Salary: The base salary range is $250,000 - $280,000 USD per year, total on target compensation includes a base salary plus a variable target incentive that aligns with individual and company performance.
Other Details: As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments.
Vice President, Customer Lifecycle Growth employer: Western Union
As a Vice President of Customer Lifecycle Growth at our company, you will thrive in a dynamic and inclusive work culture that prioritises employee development and innovation. With access to comprehensive benefits including parental leave, health insurance options, and tuition repayment assistance, we empower our team members to grow both personally and professionally while making a meaningful impact on customer engagement strategies. Join us in a hybrid work environment that values diverse perspectives and fosters collaboration across global teams, ensuring your contributions are recognised and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Vice President, Customer Lifecycle Growth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Western Union. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Western Union before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Vice President, Customer Lifecycle Growth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Western Union:Your cover letter is your chance to shine! Tell us why you want to work at Western Union specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Western Union!
How to prepare for a job interview at Western Union
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
