Senior CRM Manager - Loyalty & Lifecycle

MONY Group plc; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Up to 27 holidays + bank holidays

Pension up to 6% employer contribution

Bonus scheme

Digital Doctor on demand

Work from anywhere scheme - 2 weeks a

Financial coaching

Mental health platform access

Job summary

MONY Group plc is seeking a Senior CRM Manager - Lifecycle & Loyalty to shape how we build deeper relationships with customers and members across our brands, including MoneySuperMarket, MoneySavingExpert, Quidco and more.

You will translate strategy into data-led customer journeys, collaborating with analytics, proposition, product and marketing to drive engagement, retention and long-term value across lifecycle stages.

Qualifications

• Significant experience in CRM, lifecycle marketing, loyalty or customer engagement.
• Strong experience developing lifecycle and retention strategies and translating them into executable journeys.
• Experience with membership, loyalty or subscription-style propositions.
• Understanding of segmentation, personalization, triggered communications, and journey design.
• Excellent analytical capability to turn data into actions.
• Strong experimentation mindset with test design and incremental measurement.
• Experience delivering complex CRM programmes with multiple teams.
• Strong stakeholder management and ability to influence senior colleagues across Product, Proposition, Data and Marketing.

Responsibilities

• Contribute to and shape our lifecycle–loyalty strategy.
• Co-own the lifecycle and loyalty CRM strategy with senior leaders.
• Develop lifecycle strategies across acquisition, onboarding, activation, engagement, retention, reactivation and advocacy.
• Define CRM's role within wider membership propositions and opportunities to deepen relationships.
• Turn customer insights into strategic CRM priorities and actionable plans.
• Champion a customer-first approach in communications and value exchange.
• Lead CRM for our membership propositions (SuperSaveClub and Members on Quidco).
• Build journeys to onboard, reveal benefits and sustain engagement.
• Identify key member lifecycle moments and craft communications for next best action.
• Collaborate with Proposition, Product, Commercial and Marketing to embed CRM in development.
• Ensure a joined-up customer experience across brands and campaigns.
• Translate strategy into CRM roadmaps, journey designs, campaign plans and tests.
• Lead end-to-end delivery of complex lifecycle initiatives from brief to measurement and optimisation.
• Use segmentation, personalization and triggers to increase relevance.
• Prioritise CRM activity balancing customer needs, commercial goals, and capacity.
• Maintain high execution standards for timely, relevant communications.
• Develop a robust test-and-learn roadmap for lifecycle and membership comms.
• Use data to understand drivers of incremental engagement and loyalty.
• Move beyond campaigns to measure impact on membership value.
• Identify opportunities to improve journeys and scale successful approaches.
• Partner with Analytics to define measurement frameworks and share learnings.

Skills

CRM marketing

Lifecycle marketing

Loyalty programs

Customer segmentation

Personalization

A/B testing

Stakeholder management

Customer journey design

Tools

Braze

Job description

SENIOR CRM MANAGER - Lifecycle & Loyalty

ABOUT US

Every day, we push beyond expectations to help millions of people save money, at a time when it’s never mattered more. Through MoneySuperMarket, MoneySavingExpert, Quidco and our B2B partnerships we supply products to more than 24 million unique monthly visitors, helping UK households to save billions of pounds a year. Can you tell this is something we’re exceptionally proud of! Creative, collaborative, ambitious - it’s hard work. But what makes it worth it? Leaving work knowing we’ve made a difference to our customers, users, and to each other. Put our distinct brands together with our dedicated colleagues and you’ve got a workplace with lots of personality. We’re open-minded, diverse, and love our differences. Everyone plays a part, and comes together to work hard, go beyond, and make sure everyone feels they belong.

ABOUT THE ROLE

We’re looking for a Senior CRM Manager - Lifecycle & Loyalty to play a key role in shaping how we build deeper, longer-lasting relationships with our customers and members. Working across our membership propositions - including SuperSaveClub on MoneySuperMarket and Members on Quidco - you’ll help support the CRM strategy that drives engagement, loyalty, retention, and long-term customer value. This is a role for someone who can operate at both a strategic and delivery level. You’ll work closely with the Lead Strategy Manager to shape our lifecycle and loyalty strategy, while taking ownership for translating that strategy into compelling, data-led customer journeys and communications. You’ll connect customer insight, commercial priorities, proposition development, and CRM execution - ensuring our membership experiences give customers genuine reasons to join, engage and stay with us.

WHAT YOU WILL BE DOING

• Contribute to and shape our lifecycle - loyalty strategy
• Co-own the lifecycle and loyalty CRM strategy alongside the Lead Strategy Manager and Head of Engagement, defining how CRM can grow engagement, retention, loyalty, and customer lifetime value.
• Develop clear lifecycle strategies across acquisition, onboarding, activation, engagement, retention, reactivation, and advocacy.
• Define the role CRM plays within our wider membership propositions and identify opportunities to deepen relationships with customers over time.
• Turn customer, behavioral and commercial insight into clear strategic priorities and actionable CRM plans.
• Champion a customer-first approach, ensuring our communications are useful, relevant and provide a clear value exchange for members.
• Lead CRM for our membership propositions
• Own the CRM approach and delivery for our key membership propositions, including SuperSaveClub on MoneySuperMarket and Members on Quidco.
• Build journeys that help customers understand the value of membership, successfully onboard, discover relevant benefits and continue to engage over time.
• Identify the behaviors and moments that matter most within the member lifecycle and develop communications that encourage the next best action.
• Work closely with Proposition, Product, Commercial and Marketing teams to ensure CRM is embedded within the development and evolution of our membership propositions.
• Ensure customers experience a joined-up relationship with our brands rather than a series of disconnected campaigns.
• Turn strategy into brilliant execution
• Translate strategic objectives into clear CRM roadmaps, journey designs, campaign plans and test-and-learn programmes.
• Lead the end-to-end delivery of complex lifecycle and loyalty initiatives, from brief and audience strategy through to execution, measurement, and optimisation.
• Use segmentation, personalization, and behavioral triggers to create increasingly relevant customer experiences.
• Establish clear prioritization across CRM activity, balancing customer needs, commercial opportunities, and delivery capacity.
• Maintain a high bar for execution, ensuring communications are timely, relevant, accurate and consistent with our brands.
• Develop a strong test-and-learn roadmap across lifecycle and membership communications.
• Use customer behavior and performance data to understand what drives incremental engagement and loyalty.
• Move beyond channel and campaign metrics to understand the impact CRM has on membership engagement, retention, frequency and lifetime value.
• Identify opportunities to improve journeys continuously and scale successful approaches.
• Partner with Analytics and Insight teams to develop meaningful measurement frameworks and communicate performance and learning back to senior stakeholders.
• Lead through influence
• Be a senior CRM voice within cross-functional teams, influencing Proposition, Product, Data, Analytics, Commercial and Brand stakeholders.
• Build strong relationships across MoneySuperMarket and Quidco, identifying opportunities to share learning and create greater consistency in how we approach lifecycle and loyalty.
• Provide strategic direction and constructive challenge, helping stakeholders understand the role CRM can play in achieving their objectives.
• Champion CRM best practice and help raise lifecycle and loyalty capability across the wider organization.

WHAT WE LOOK FOR

You’ll be a highly experienced CRM or lifecycle marketer who is equally comfortable setting direction and making things happen and can demonstrate success in your current and previous roles. You’ll bring:

• Significant experience in CRM, lifecycle marketing, loyalty or customer engagement, ideally within a large-scale digital or consumer business.
• Strong experience developing lifecycle and retention strategies and translating them into executable customer journeys.
• Experience working with membership, loyalty or subscription-style propositions.
• A strong understanding of segmentation, personalization, triggered communications, and customer journey design.
• Excellent analytical capability and the ability to turn customer and behavioral data into clear actions.
• A strong experimentation mindset, with experience designing tests and using incremental measurement to optimise CRM activity.
• Experience delivering complex CRM programmes involving multiple teams and dependencies.
• Strong stakeholder management skills and the confidence to influence senior colleagues across Product, Proposition, Commercial, Data and Marketing.
• A strong understanding of CRM channels, with the ability to think about the customer relationship across email, push, in-product/in-app messaging and other owned channels.
• A strong understanding of enterprise CRM systems such as Braze.
• The ability to balance customer value and commercial outcomes and make pragmatic prioritization decisions.
• Excellent communication skills, with the ability to turn complex strategies into simple, compelling plans.

WHAT REWARDS ARE ON OFFER

• Up to 27 holidays + bank holidays
• Pension up to 6% employer contribution
• Bonus scheme
• Digital Doctor on demand
• Work from anywhere scheme - 2 weeks per year
• Financial coaching
• Mental health platform access

HOW WE’LL INVEST IN YOU

We’re invested in your development. Expect mentorship, training, and opportunities to expand your skill set, including access to your own individual LinkedIn Learning license with access to over 16,000 courses. At MONY Group, we believe in the strength of diversity and see inclusion as a strategic advantage. Our values guide us in creating a workplace where fairness and equity is a reality for all. We’re committed to minimising systemic bias and creating a level playing field for all candidates. Contact us for reasonable accommodations in the application process, no need to disclose your disability or condition, just specify your needs. Unsure what to ask for? We can guide you through available accommodations. We understand that job adverts only say so much and you’re likely to have a lot of questions. If you’d like to know more before applying such as more on hybrid working, salary, our parental leave policy etc, please just let us know, and we’ll be happy to help. You can contact the recruiter for this role, Kim at [e-mail].

We believe that success isn’t solely defined by ticking boxes on a skills checklist. We encourage your application, so we can discover your skills and experience that will help you succeed in this role. Here at MONY Group, we help millions of households save money. Through our amazing brands, Moneysupermarket.com, MoneySavingExpert.com, Quidco, TravelSupermarket and DecisionTech, we help people manage, save, grow, and take control of their money through free, easy-to-use online tools and services. With hundreds of brilliant colleagues working together, and with the widest range of providers, we push beyond expectations to give our customers the choice they deserve, help providers find a cost effective route to the market, and save people time and money - every day.