Customer Lifecycle Marketing Manager

LegalAndGeneral; Brighton; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Annual bonus plan

Share schemes

Generous pension contribution

Life assurance

Healthcare Plan

25 days holiday

26 days after 2 years

Buy/sell holiday

Family leave

Electric car salary sacrifice

Employee discounts

Net-zero carbon workplaces

Job summary

Legal & General, a leading UK financial services group, is seeking a Customer Lifecycle Marketing Manager to design, plan and improve customer engagement across key moments in the journey.

You'll work across CRM, automation, product, digital, data and customer teams to create campaigns that are relevant, clear and genuinely useful. You do not need to come from pensions or financial services, but you’ll need strong understanding of customer engagement and campaign performance.

Qualifications

• Experience in CRM, customer engagement, lifecycle marketing or a similar marketing role.
• Understanding of customer lifecycle principles, segmentation and journey mapping.
• Confidence using data and insight to shape campaigns and improve customer outcomes.

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

Skills

CRM

Customer engagement

Lifecycle marketing

Data-driven campaigns

Written communication

Multi-channel planning

Job description

Legal & General (L&G) is a leading UK financial services group and major global investor.

We've been safeguarding people's financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders.

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.

Who we are

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement.

We're a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys.

We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways.

At L&G, we're helping customers and workplace members make better, more informed decisions about their financial future. We're looking for a Customer Lifecycle Marketing Manager to help design, plan and improve customer engagement activity across key moments in the customer journey.

This is a great opportunity for someone who enjoys turning insight into meaningful customer communications. You'll work across CRM, automation, product, digital, data and customer teams to create campaigns that are relevant, clear and genuinely useful. You do not need to come from pensions or financial services, but you'll need a strong understanding of customer engagement, CRM principles and campaign performance.

What you'll be doing:

• 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

Who we're looking for:

• 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 outcomesExperience 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

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• 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

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all.

If you join us, you'll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can.

It doesn't matter if you don't meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.