Responsibilities

• Running the CRM function day to day: one lifecycle roadmap, named owners across strategy, build and operations, and reporting the exec team trusts
• Owning the activation journey (Day 0 to 90), retention, and cross-sell economics, the moments where customer value is actually made or lost
• Building an AI-native CRM function, using Claude for lifecycle intelligence, content velocity and personalisation ahead of the market, with human review and compliance built in
• Owning Braze end to end: the canvases, the data, the deliverability, and the operational grip that keeps it all running cleanly
• Turning key lifecycle moments (rate step-downs, tax-year-end, first deposit, ChipX upgrade) into deliberate retention and cross-sell triggers, planned against margin
• Making the January to April ISA season a lifecycle centrepiece, with activation and cross-sell converging on the highest-value window of the year
• Owning the measurement of lifecycle impact: proving incremental retention and cross-sell value, not just campaign engagement
• Working hand in hand with Finance on the economics: cohort retention, cross-sell value per customer, and the margin case behind every major journey
• Working hand in hand with Compliance to make lifecycle work that is both effective and right for an FCA-regulated business
• Working hand in hand with Product, Ops and CS to launch new products and ensuring the CRM experience is embedded and planned across new and existing products.

Requirements

• You've led a CRM or lifecycle function, and run it across strategy, build and operations rather than a single lane
• You have deep, hands-on Braze expertise. You've built the journeys, owned the data, and fixed the deliverability yourself
• You're numerate to your core. Retention, cohort LTV, cross-sell value, contribution margin and payback are how you think, not vocabulary you've learned
• You've worked closely with Finance, and can build and defend the commercial case for lifecycle investment
• You're already using AI seriously in lifecycle (personalisation, content, analysis) and can tell the difference between a real capability and a demo
• You understand deliverability, data hygiene and operational rigour, and treat incidents as a discipline rather than a fire drill
• You know FCA financial promotions and Consumer Duty, and see them as central to lifecycle work rather than a blocker
• You're comfortable with pace, ambiguity and scrutiny, including owning your numbers in front of marketing leadership and the exec team

Preferred

• Have marketed investment, pension or wealth products specifically
• Have built lifecycle programmes on Claude or comparable LLMs in production
• Are fluent in SQL and data modelling, and can get to your own answers without waiting on a queue
• Know the price-comparison and rate-led savings world, and how rate mechanics drive retention and churn
• Have turned a young, talented-but-inconsistent CRM function into a reliable one

Benefits

• £100,000 per annum
• Discretionary Performance-Related Annual Bonus.
• Workplace pension scheme - We invest in your future with a workplace pension scheme , contributing 5% on earnings up to £50,000 . Plan ahead with confidence while you grow your career! 🚀
• Private medical insurance (medical history disregarded)
• Employee Assistance Programme
• Cycle to work scheme
• Season ticket loan
• Free ChipX subscription for UK-based employees
• Flexible working arrangements
• 28 days holiday plus bank holidays, plus the days between Christmas and New Year ✈️