Customer Engagement Senior Manager - Pay Later

Lloyds Banking Group; Greater London; Hybrid; GBP 76,000 - 107,000; Full time

Job summary

A leading banking institution is looking for a Customer Engagement Senior Manager - Pay Later to lead customer engagement strategies for credit products. You'll coordinate marketing campaigns, collaborate with UX Teams to create customer-first experiences, and develop a shopping portal with offers to boost repeat spending. The ideal candidate will have a strong background in customer engagement and digital product management, along with excellent stakeholder management skills. Enjoy a hybrid working environment in either Leeds or London.

Qualifications

• Experience in customer engagement, CRM strategy and communications.
• Experience in digital product management, engaging customers in e-commerce.
• Proven ability to launch propositions driving repeat spend and loyalty.
• Skilled in influencing stakeholders across various teams.
• Comfortable in fast-paced, agile environments.

Responsibilities

• Lead customer engagement strategy for pay later credit products.
• Coordinate engagement campaigns to increase adoption and repeat spend.
• Collaborate with UX and Design teams for customer-first journeys.
• Develop and launch a shopping portal for merchants' offers.
• Use data insights to inform strategies and designs.
• Champion customer feedback in delivery stages.
• Monitor and report on success, focusing on repeat spend.

Skills

Customer engagement

CRM strategy

Digital product management

Cross-functional collaboration

Data-driven approach

Job description

Customer Engagement Senior Manager - Pay Later

Job Title: Customer Engagement Senior Manager - Pay Later

Salary: £76,194pa to £106,400pa (dependent on location and experience) plus an extensive benefits package.

Location: Leeds or London

Hours: 35 hours, full time

Working Pattern: Hybrid – at least two days per week, or 40% of your time, at either our Leeds or London hubs.

Why Lloyds Banking Group? Like the modern Britain we serve, we're evolving. Investing billions in our people, data and tech to transform the way we meet the everchanging needs of our 26 million customers. We're embracing collaborative, agile ways of working, to help us deliver the best outcomes for our colleagues, customers and businesses. We're growing with purpose. Join us on our journey and you will too!

Want to hear more?

As Customer Engagement Senior Manager, you'll lead the strategy and delivery that helps customers repeat spend responsibly using pay later credit products embedded at point of sale with key merchants. It's a broad role in a small team, working across multiple stakeholders. One day you might define an engagement journey with UX, the next partner with merchants on offers or collaborate with Brands Marketing and Experience on CRM and communications. We're looking for a senior practitioner who gets things done — someone with deep expertise, strong collaboration skills, and a focus on impact over hierarchy. If you've ever said, “I want to build something that matters‑together” and meant it, this is for you.

Key responsibilities

• Lead the customer engagement strategy for a pay later credit product, ensuring customers are engaged to repeat spend responsibly.


• Coordinate engagement campaigns with our central marketing team to increase adoption and repeat spend.


• Collaborate with UX and Design teams to ensure journeys are uniquely Lloyds‑customer‑first, simple, and effective.


• Develop and launch a shopping portal which engages customers with offers from merchants and encourages repeat spend.


• Use data and insights to inform engagement strategies, merchant targeting, and offer design.


• Champion the customer voice, embedding research and feedback loops into every stage of delivery.


• Monitor and report on success, with the ultimate KPI being repeat spend delivered responsibly and with clear customer benefit.

About you

• Experience in customer engagement, CRM strategy and communications.


• Experience in digital product management, specifically delivering experiences that engage customers in the ecommerce space.


• Proven ability to launch and scale propositions that drive repeat spend and customer loyalty.


• Skilled in cross-functional collaboration, influencing stakeholders across design, marketing, loyalty, tech, and commercial teams.


• Commercially savvy, data-driven, and passionate about creating customer‑first experiences.


• A do‑er who is also a seasoned stakeholder manager and team builder.


• Comfortable working in a fast‑paced, agile environment with ambitious goals.


• Experience within financial services or embedded finance is a plus but not essential.

About working for us

Our focus is to ensure we are inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity, or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it is why we especially welcome applications from under‑represented groups. We are disability confident. So, if you would like reasonable adjustments to be made to our recruitment processes, just let us know.

If you are excited by the thought of becoming part of our team, get in touch. We would love to hear from you!