Senior Customer Lifecycle Manager

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Role: Senior Customer Lifecycle Manager

About the role

We're looking for a Senior Customer Lifecycle Manager to join the Commercial team to develop new product lifecycle activities and lead strategic changes across our existing credit card customer base.

You'll be responsible for identifying and developing lifecycle management activities with the aim of growing engagement with our customers and supporting them with their borrowing needs. You'll work with a wide range of internal (and at times external) stakeholders to define the objective and lead the assembled campaign team to deliver and then optimise the activity. You'll also be responsible for leading strategic or tactical changes for customers; coordinating efforts across business areas, managing issues and challenges, and ensuring all KPIs are delivered to time.

Key Accountabilities:

• Develop from start to finish lifecycle activities for existing credit card customers across different brands, managing a team of stakeholders from across the business (e.g., Analytics, Technology, Operations)
• Analyse and build customer insight to make lifecycle activity recommendations to drive product engagement and support customers credit card needs
• Drive the successful delivery of new activities through strong collaboration with business stakeholders
• Manage the end to end creation of customer lifecycle communications, working closely with our Marketing and CRM team
• Implement a continuous test-and-learn approach to our customer lifecycle activity to optimise performance
• Lead strategic change initiatives across the existing customer portfolios
• Define and measure success metrics and monitor change progress
• Lead delivery of the project scope, and ensure that stakeholder requirements are accurately captured and met
• Ensure effective communication and coordination between teams during the delivery of the change, along with engagement and updates to the senior leadership team
• Effectively manage risks and issues as they arise

Essential skills and experience

• Experience developing and managing customer lifecycle activities
• Excellent project management skills, including planning, critical thinking, and adaptability
• Excellent stakeholder management skills, with experience collaborating closely with a range of people to achieve common goals
• Excellent verbal and written communication skills.

You should apply if:

• You love rolling up your sleeves to get things done and enjoy leading activities from start to finish
• You care deeply about helping customers manage their money and want to make a big impact quickly
• You love collaborating with people to make things happen