Responsibilities

• Supporting the development of customer lifecycle and engagement strategies
• Planning customer journeys across onboarding, engagement and retention
• Creating campaign briefs, messaging, copy and content requirements
• Using segmentation, behavioural insight and customer data to shape communications
• Working with CRM, automation and delivery teams to coordinate campaign activity
• Reviewing campaign performance and identifying opportunities to improve future activity
• Collaborating with Product, Digital Experience, Martech and Customer Service colleagues
• Ensuring customer communications are clear, timely and aligned to Consumer Duty expectations

Requirements

• Experience in CRM, customer engagement, lifecycle marketing or a similar marketing role
• A good understanding of customer lifecycle principles, segmentation and journey mapping
• Confidence using data and insight to shape campaigns and improve customer outcomes
• Experience planning multi-channel campaigns and working with delivery or automation teams
• Strong written communication skills, with the ability to develop clear messaging and briefs
• Comfortable managing multiple projects, deadlines and stakeholders
• Curious, logical and improvement-focused, with a practical approach to problem solving
• Awareness of GDPR, Consumer Duty or regulated customer communications would be helpful

Benefits

• The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are many discounts we offer – both for our own products and at a range of high street stores and online
• We’re creating net‑zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, all designed to bring people together and elevate the in‑person experience