Senior Manager, Customer Engagement & Lifecycle Marketing

Description

Join us at IG – the future gets built here.

Success Measures

• Improved customer engagement and retention.

• Growth in cross-sell conversion and product adoption.

• Increased customer lifetime value (CLV) and revenue contribution

Qualifications

• 10-15 years of experience in customer engagement, lifecycle marketing, CRM or retention marketing within financial services, fintech or other customer-centric industries.

• Demonstrated success developing customer engagement strategies that improve retention, cross-sell and customer lifetime value.

• Strong expertise in customer segmentation, lifecycle strategy, journey orchestration and personalised marketing.

• Experience partnering with Marketing Technology teams and working with CRM and marketing automation platforms such as Salesforce, Adobe, Braze or similar solutions.

• Strong analytical capabilities with experience using customer insights, testing and data to drive business decisions.

• Proven ability to influence and collaborate across cross-functional teams and senior stakeholders.

• Experience leading and developing high-performing teams.

Personalization & Customer Journeys

• Work closely with Marketing Technology, Data and Analytics teams to leverage customer insights, behavioural signals and segmentation to improve customer engagement. Design customer journeys that deliver relevant, personalised communication and experiences

• Optimise customer journeys using testing, performance insights and customer feedback.

• Support the evolution of loyalty and customer value initiatives as the business continues to expand its customer engagement capabilities.

Leadership & Cross-functional Collaboration

• Lead, coach and develop a high-performing lifecycle marketing team of two direct reports.

• Establish measurement frameworks to monitor lifecycle performance across engagement, retention, cross-sell and customer lifetime value.

• Translate customer data into actionable recommendations that improve marketing effectiveness and business performance.

• Foster a collaborative, customer-centric and results-oriented culture focused on innovation and continuous improvement.

Customer Engagement, Retention and Growth Strategy

• Develop and execute the customer engagement and lifecycle marketing strategy across the customer journey, from onboarding through ongoing engagement, retention and reactivation – and contribute to customer lifetime value and sustainable revenue growth from the existing customer base.

• Identify customer behaviours, engagement gaps and churn risks to develop targeted retention strategies.

• Build predictive models to identify churn risk and trigger proactive interventions

• Develop cross-sell strategies and engage cross-functionally to drive from the conception to launch

• Create winback campaigns to reactivate dormant and inactive customers

• Partner with Product, Customer Experience and Commercial teams to ensure lifecycle strategies align with business priorities.