Senior Manager - Customer Lifecycle in Leeds

We’re looking for a Senior Manager – Customer Lifecycle to play a pivotal role in shaping how we engage, retain and grow relationships with our customers. Reporting to the Director of Brand & Marketing, this role will lead the strategic development of our customer lifecycle approach across CRM, personalisation and marketing analytics. You’ll have the opportunity to build and evolve a high‑performing lifecycle capability, supported by an experienced team and strong cross‑functional partnerships. If you bring deep experience across CRM channels, data‑led decision making and people leadership — and are motivated by improving customer outcomes at scale — this role offers the chance to make a meaningful impact.

As Senior Manager – Customer Lifecycle, you will have end‑to‑end accountability for the planning, execution and optimisation of our customer lifecycle communications. You will lead the development of a joined‑up, data‑driven approach across CRM channels, ensuring customers receive timely, relevant and personalised experiences. A key part of the role will be evolving our CRM, personalisation platforms and wider marketing technology stack. You will lead the development of robust marketing analytics frameworks, dashboards and measurement approaches, enabling clear insight into performance and supporting effective decision‑making. You will also play a central role in driving the adoption of AI tools and automation across lifecycle activity, improving both personalisation and operational efficiency. Working closely with teams across Product, Digital, Branch and Data, you will ensure customer journeys are seamless, consistent and aligned to business priorities. You will lead and develop a high‑performing team, creating a positive, fast‑paced and customer‑centric culture.

You’ll bring strong experience in customer lifecycle or CRM‑led marketing, with a proven track record of delivering effective digital communications across channels such as email, website and app. You’re comfortable working with CRM platforms and know how to translate insight into meaningful customer engagement. Data and technology are central to how you work. You’ll have experience leading marketing analytics, developing measurement frameworks and dashboards, and managing marketing technology stacks to support informed decision‑making. You’ll also have practical experience of embedding AI and automation into everyday processes to enhance personalisation and improve efficiency. You’re an effective collaborator, confident working with a wide range of stakeholders across the business. You’re able to balance competing priorities, manage demand and influence outcomes through clear communication and strong stakeholder management. As a people leader, you’ll have experience leading, developing and motivating teams, creating an environment where people feel empowered, supported and focused on delivering great customer outcomes.

We offer a range of flexible working options without unsocial hours, which can help you find a healthy work‑life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.

We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday: You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus: At YBS we work collaboratively and share in our success together, so when we reach our goals we’re all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• Pension: We know how important it is to save towards the future, that’s why we’ll contribute up to 11% into your YBS pension.
• Healthcare: Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
• My Benefits: When you join YBS you’ll have access to our self‑service benefits portal, where you can access a range of retail, hospitality and health discounts.