Senior Lifecycle & Loyalty CRM Strategist

MONY Group; Greater London; Hybrid; GBP 70,000 - 100,000; 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/yr

Financial coaching

Mental health platform access

Job summary

MONY Group is seeking a Senior CRM Manager – Lifecycle & Loyalty to shape and deliver our CRM strategy across membership propositions, including SuperSaveClub and Quidco Members. You will translate insights into data-led journeys and communications, coordinating with Product, Commercial and Marketing teams to drive engagement, retention and lifetime value.

You will operate at both strategic and delivery levels, owning roadmap designs, tests and multi-team campaigns while championing

Qualifications

• 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, personalisation, triggered communications, and customer journey design.
• Excellent analytical capability and the ability to turn customer and behavioural 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 prioritisation decisions.
• Excellent communication skills, with the ability to turn complex strategies into simple, compelling plans.

Responsibilities

• Contribute to and shape our lifecycle & loyalty strategy.
• Own the CRM approach and delivery for key membership propositions including SuperSaveClub and Members on Quidco.
• Build journeys that help customers understand the value of membership, onboard, and continue to engage over time.
• Identify behaviours and moments that matter most within the lifecycle and develop communications for next actions.
• Translate strategic objectives into CRM roadmaps, journey designs, and campaign plans.
• Lead end-to-end delivery of complex lifecycle and loyalty initiatives from brief to execution, measurement and optimisation.
• Use segmentation, personalisation, and behavioural triggers to create relevant customer experiences.
• Establish clear prioritisation across CRM activity balancing needs and opportunities.
• Maintain a high bar for execution with timely, relevant communications.

Skills

CRM strategy

Lifecycle marketing

Loyalty programs

Segmentation

Personalisation

Triggered communications

Analytics

Experimentation

Stakeholder management

Braze

Tools

Braze

Job description

MONY Group is seeking a Senior CRM Manager – Lifecycle & Loyalty to shape and deliver our CRM strategy across membership propositions, including SuperSaveClub and Quidco Members. You will translate insights into data-led journeys and communications, coordinating with Product, Commercial and Marketing teams to drive engagement, retention and lifetime value.

You will operate at both strategic and delivery levels, owning roadmap designs, tests and multi-team campaigns while championing