Customer Lifecycle Manager

Metro Bank Plc; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonus

Holiday allowance

Pension scheme

Healthcare

Life assurance

Colleague discounts

Job summary

Metro Bank Plc is seeking a CRM marketing leader to own and advance the end-to-end customer lifecycle across channels. You will craft automated journeys, run always-on CRM programmes, and continuously optimise contact strategies to improve engagement and retention.

The role emphasizes customer lifetime value, data-driven personalisation, and governance for responsible marketing. Hybrid working is supported, and you will collaborate with Data & Analytics to build segmentation models and trigger

Qualifications

• Extensive experience in CRM, lifecycle and/or retention marketing.
• Proven success developing and executing lifecycle strategies that deepen relationships and drive retention.
• Designing and delivering testing and optimisation programmes.
• Strong commercial mindset with a focus on customer lifetime value and business growth.
• In-depth understanding of banking customer journeys and lifecycle levers that drive primacy and retention.
• Strong understanding of marketing automation, data segmentation and real-time trigger journeys.
• Understanding of data-driven personalisation, eligibility models and segmentation frameworks.
• Awareness of data privacy, permissions management and governance best practices.
• Excellent stakeholder management and influencing skills.

Responsibilities

• Own CRM strategy and campaign execution across email, SMS, push notifications, direct mail, and other owned channels
• Build automated customer journeys using marketing technology platforms and journey orchestration tools
• Lead the development of always-on and event-driven CRM programmes
• Continuously optimise contact strategies to improve effectiveness, engagement, and customer experience
• Develop and own the end-to-end lifecycle marketing strategy across all key customer journeys
• Design customer contact strategies that deliver the right message, through the right channel, at the right time
• Map and optimise customer journeys from acquisition through onboarding, engagement, product adoption, retention, and advocacy
• Identify moments that matter across the customer lifecycle and develop targeted interventions to improve outcomes
• Partner with Data and Analytics teams to develop customer models, propensity scoring, behavioural segments, and audience strategies
• Build business cases and deliver plans for new lifecycle initiatives that increase customer lifetime value and long-term relationship depth

Skills

CRM strategy

Lifecycle marketing

Retention marketing

Testing & optimisation

Customer lifetime value

Stakeholder management

Marketing automation

Data segmentation

Personalisation

Job description

At Metro Bank, we believe the best banking experience starts with people who genuinely care. We’re not just delivering banking services - we’re building trust through authentic connections. Here, our people come first; our colleagues are part of a team that values individuality, collaboration, and long-standing relationships. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.

What you will do:

• Own CRM strategy and campaign execution across email, SMS, push notifications, direct mail, and other owned channels
• Build automated customer journeys using marketing technology platforms and journey orchestration tools
• Lead the development of always-on and event-driven CRM programmes
• Continuously optimise contact strategies to improve effectiveness, engagement, and customer experience
• Develop and own the end-to-end lifecycle marketing strategy across all key customer journeys
• Design customer contact strategies that deliver the right message, through the right channel, at the right time
• Map and optimise customer journeys from acquisition through onboarding, engagement, product adoption, retention, and advocacy
• Identify moments that matter across the customer lifecycle and develop targeted interventions to improve outcomes
• Partner with Data and Analytics teams to develop customer models, propensity scoring, behavioural segments, and audience strategies
• Build business cases and deliver plans for new lifecycle initiatives that increase customer lifetime value and long-term relationship depth

What you will need:

• Extensive experience in CRM, lifecycle and/or retention marketing,
• Proven success developing and executing lifecycle strategies that deepen relationships and drive retention
• Designing and delivering testing and optimisation programmes
• Strong commercial mindset with a focus on customer lifetime value and business growth
• In-depth understanding of banking customer journeys and lifecycle levers that drive primacy and retention
• Strong understanding of marketing automation, data segmentation and real-time trigger journeys
• Understanding of data-driven personalisation, eligibility models and segmentation frameworks
• Awareness of data privacy, permissions management and governance best practices
• Excellent stakeholder management and influencing skills

Our promise to you…

• We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
• We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!

Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Good luck!

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