Senior Manager - Customer Lifecycle

Senior Manager Customer Lifecycle

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 highperforming lifecycle capability, supported by an experienced team and strong crossfunctional partnerships. If you bring deep experience across CRM channels, dataled decision making and people leadership and are motivated by improving customer outcomes at scale this role offers the chance to make a meaningful impact.

About the Role

As Senior Manager Customer Lifecycle, you will have endtoend accountability for the planning, execution and optimisation of our customer lifecycle communications. You will lead the development of a joinedup, datadriven 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 decisionmaking.

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 highperforming team, creating a positive, fastpaced and customercentric culture.

About You

You’ll bring strong experience in customer lifecycle or CRMled 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 decisionmaking. 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.