Lifecycle & Retention Marketing Lead

easyJet Airline Company PLC; Greater London; On-site; GBP 60,000 - 85,000; Full time

Job summary

A leading airline company is seeking a Lifecycle & Retention Marketing Lead to develop and execute strategic marketing campaigns that enhance customer retention and engagement. This full-time role requires advanced understanding of lifecycle marketing strategies and at least 8-10 years of relevant experience. You will work collaboratively with various teams to deliver personalized communications, optimizing customer relationships across channels. The position is based in Luton, offers competitive salary and benefits, and involves 40 hours per week of work.

Benefits

Competitive base salary

Up to 20% bonus

25 days holiday

Flexible benefits package

Excellent staff travel benefits

Qualifications

• Minimum 8-10 years experience in a CRM or customer lifecycle role in a large, consumer-focused business.
• Advanced understanding of customer lifecycle strategies and customer communication platforms.
• Ability to distil insights from data, especially on campaign performance.

Responsibilities

• Develop and execute lifecycle marketing campaigns that drive customer retention.
• Lead the overall marketing strategy for increasing customer retention.
• Collaborate with various teams to ensure personalized customer journeys.

Skills

CRM experience

Customer lifecycle strategies

Data analysis

Creative judgement

Stakeholder management

Job description

Lifecycle & Retention Marketing Lead

We’re looking for a strategic and data-driven Retention Marketing Lead to join our team. In this role, you’ll be responsible for developing and executing lifecycle marketing campaigns that drive customer retention, engagement, and loyalty—primarily through email and app push notifications. You’ll work cross-functionally with Marketing, Data, Martec and Creative teams to deliver personalised, impactful communications that keep our customers coming back.

Job Purpose

• Build our lifecycle and retention marketing strategy and associated program within easyJet holidays with the objective of retaining customers and maximising customer value
• Constantly test and iterate the programme and its components so that it’s ever evolving and optimising
• Lead on the profiling and understanding of our customer base and the segments within it, understanding drivers and value/retention levers and tactics that can be used
• Work collaboratively with our marketing team, customer communication team and digital/product e-commerce team to ensure a joined up and increasingly personalised customer journey

Job Accountabilities

• Lead the overall marketing strategy and approach for increasing customer retention across our owned customer channels (CRM, app push)
• Work in partnership with the flights lifecycle and retention team to form a joined up retention program across our two product verticals
• Activate the strategy through utilisation of our customer data and appropriate triggers and tactics to expand customer value and drive retention
• Embed a data driven, test & learn approach to our lifecycle and retention efforts, ever-optimising and evolving the program
• Collaborate with teams who own other channels of the customer lifecycle journey (e.g. digital product, merchandising, marketing comms/owned channel trading) to ensure consistency and alignment
• Lead the work to understand our customer base and the segments within it along with the tactics and triggers that best drive value
• Work with the holidays customer team, data and insights team to jointly lead our strategy on lifetime customer value
• Work seamlessly with our marketing team to align our owned channel trading program and lifecycle programs to ensure aligned and complimentary communication
• Work with our agencies and marketing teams to build increasingly personalised and content rich communications relevant to customer needs

Key Skills

• Minimum 8-10 years experience in a CRM or customer lifecycle role in a large, complex consumer focussed business or an agency serving such businesses
• Advanced understanding of customer lifecycle strategies, tactics and customer segmentations along with customer communication and data platforms
• Ability to distil concise insights from data, especially on campaign performance
• A thorough understanding of CRM campaign processes, from planning, to briefing, creative development, production and measurement
• Strong creative judgement
• Resilient and able to react to a constantly changing and dynamic environment
• Organised, with exceptional attention to detail
• Experience working with across multiple channels including paid and owned
• Ability to deliver results through initiative, creativity & ability to deliver
• Excellent stakeholder management skills

Benefits

• Competitive base salary
• Up to 20% bonus
• 25 days holiday
• BAYE, SAYE & Performance share schemes
• 7% pension
• Life Assurance
• Flexible benefits package
• Excellent staff travel benefits

Location & Hours of Work

This full-time role will be based in Luton, and will be 40 hours per week, with some occasional travel required.