Head of Existing Customer Management (ECM)

Harnham; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

A leading financial services firm is seeking a Head of Existing Customer Management to take ownership of Cards ECM in a hybrid role based in London. This position involves defining and executing lifecycle strategies, ensuring regulatory compliance, and leading performance reviews. The ideal candidate will have substantial experience with ECM in a lending context, alongside SQL and SAS proficiency. This is a rare opportunity to influence a profitable, scaling UK-regulated lender.

Qualifications

• Experience running ownership of ECM within a lender.
• Proficient in SQL and SAS.

Responsibilities

• Define and execute lifecycle strategy from activation through growth, retention, and reactivation.
• Sponsor scorecard and policy changes with Credit Risk.
• Lead weekly performance reviews and manage cross-functional dependencies.

Skills

ECM/credit strategy

SQL

SAS

Tools

SQL

SAS

Job description

Head of Existing Customer Management (ECM)

5 days ago Be among the first 25 applicants

This range is provided by Harnham. Your actual pay will be based on your skills and experience—talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Harnham

Building Credit Risk, Fraud, and Pricing Analytics teams in the Lending and Insurance Sectors | The Talent Driving The Data and AI Revolution

HEAD OF ECM

LONDON - HYBRID

A rare opportunity to take full ownership of Cards ECM in a profitable, scaling UK-regulated lender.

THE ROLE

End-to-end portfolio ownership- You will define and execute lifecycle strategy from activation through growth, retention, and reactivation, setting credit line and APR strategies, vintage re‑pricing, balance transfer propositions, and cross‑sell/up‑sell activity. You will be accountable for overall portfolio performance, including exposure management, vintage roll rates, early delinquency management, revolver vs transactor segmentation, and attrition reduction.

Strategic and regulatory alignment- You will sponsor scorecard and policy changes with Credit Risk, run test‑and‑learn programs at scale, align acquisition strategy with in‑life portfolio learnings, and ensure compliance with FCA Consumer Duty, Fair Value Assessments, reasonable foreseeability testing, vulnerable customer oversight, and Section 75 considerations.

Leadership and governance- Lead weekly performance reviews with clear drivers, decisions, and owners; write and present papers to Credit Risk Committee and CustCo; manage cross‑functional dependencies; challenge senior stakeholders where necessary; and ensure all decisions are executed with accountability and commercial focus.

REQUIREMENTS

• ECM/credit strategy—experience running/ownership of ECM within a lender
• SQL/SAS experience

HOW TO APPLY

Please apply below or send CV