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For Companies At a Glance
- Tasks: Lead customer engagement strategies and build a high-performing CRM team.
- Company: Join Zopa, a pioneering digital bank redefining finance with a people-first approach.
- Benefits: Flexible working, competitive salary, and the chance to work abroad for up to 120 days a year.
- Other info: Diverse workplace culture with opportunities for personal and professional growth.
- Why this job: Shape how millions experience banking and make a real impact in a dynamic environment.
- Qualifications: Proven leadership in CRM, strategic thinking, and experience in data-driven businesses.
The predicted salary is between 80000 - 100000 £ per year.
Our Story
Hello there. We’re Zopa. We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count.
Zopa is building the home of money — and we’re at a turning point in how we engage, retain and grow our customers. We’re hiring a leader to build and lead our customer lifecycle capability end-to-end: strategy, execution, technology and team. This role owns how we communicate with customers across their full relationship with Zopa — from activation through to retention, cross‑sell and long‑term value. This is a hands‑on leadership role in a regulated, data‑rich environment — ideal for someone who has built or transformed a CRM / lifecycle function before and wants to do it again with real ownership and impact. If you’re excited by complexity, imperfect starting points, and the chance to shape how millions of customers experience a modern digital bank — we’d love to hear from you!
What you’ll be doing:
- Set CRM strategy
- Define a multi‑year CRM and customer engagement strategy aligned to Zopa’s growth ambitions
- Translate strategy into a clear roadmap, priorities and success metrics
- Build scalable customer engagement
- Design lifecycle‑led, personalised journeys across email, app, push, SMS and in‑product channels
- Own segmentation, targeting and next‑best‑action approaches
- Own CRM tech & data direction
- Lead CRM platform evolution and martech migration in partnership with Product, Data and Tech
- Ensure data quality, governance and measurement underpin all CRM activity
- Lead & grow the team
- Lead and develop a high‑performing CRM team
- Evolve team structure and capabilities to meet future needs
- Drive outcomes
- Own CRM performance against engagement, cross‑sell and customer value metrics
- Embed test‑and‑learn and continuous optimisation
About you:
- Leadership experience in CRM /customer engagement within a digital, data-driven business
- Proven track record of building or transforming CRM capabilities
- Experience owning commercial outcomes, not just execution
- Exceptional strategic and analytical thinker
- Deep understanding of CRM platforms, data and automation
- Confident influencing senior stakeholders
- Experienced people leader through change
- Clear communicator with sound judgement
At Zopa we value flexible ways of working. We value face‑to‑face collaboration and a good work‑life balance. This hybrid role requires you to come to our London office 2‑3 days a week. You’ll also have the option of working from abroad for up to 120 days a year! But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
Head of Customer Lifecycle & Engagement in London employer: Zopa Bank Limited
Contact Detail:
Zopa Bank Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Lifecycle & Engagement in London
✨Tip Number 1
Get to know Zopa inside out! Research their values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Connect with current or former Zopa employees on LinkedIn. Ask them about their experiences and insights into the company. This can give you a leg up during interviews.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your past experiences align with Zopa's mission and the role. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest and keep you top of mind.
We think you need these skills to ace Head of Customer Lifecycle & Engagement in London
Some tips for your application 🫡
Show Your Passion for Customer Engagement: When writing your application, let us see your enthusiasm for customer lifecycle and engagement. Share specific examples of how you've successfully engaged customers in the past and how you plan to bring that energy to Zopa.
Be Data-Driven: Since we’re all about data at Zopa, make sure to highlight your experience with CRM platforms and data analytics. Talk about how you've used data to drive decisions and improve customer experiences in your previous roles.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the skills and experiences that align with our job description. Show us how your background makes you the perfect fit for leading our customer lifecycle strategy.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows you’re keen on joining the Zopa team!
How to prepare for a job interview at Zopa Bank Limited
✨Know Zopa Inside Out
Before your interview, dive deep into Zopa's history, values, and recent developments. Understanding their journey from peer-to-peer lending to a full-fledged bank will help you connect your experience with their mission of redefining finance.
✨Showcase Your CRM Expertise
Be ready to discuss specific examples of how you've built or transformed CRM capabilities in previous roles. Highlight your strategic thinking and analytical skills, especially in data-driven environments, as this is crucial for the Head of Customer Lifecycle & Engagement position.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities in complex situations. Think about challenges you've faced in customer engagement and how you navigated them. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Leadership Skills
Zopa is looking for someone who can lead and grow a high-performing team. Be prepared to discuss your leadership style, how you've managed change, and how you foster collaboration within your team. Share examples that illustrate your ability to influence and communicate effectively with senior stakeholders.