Senior Customer Lifecycle Manager

Location: Central London | Hybrid, 3 days a week
Salary: £80,000 to £95,000 base plus benefits

Are you the kind of CRM leader who is equally comfortable shaping the big picture and getting into the detail?

Someone who can lead the thinking behind new customer journeys and automations, particularly around product launches, market expansion, personalisation, content and data.

But also the person who, when a new AI tool, CRM platform or automation capability is introduced, quickly understands how it works, sees where it can add value and ends up showing the rest of the team how to use it properly.

This is a senior individual contributor role for someone who knows what excellent lifecycle marketing looks like and has the technical curiosity to build it.

You’ll own CRM and lifecycle strategy across multiple European markets, covering the full customer journey from lead conversion and onboarding through to activation, product adoption, cross-sell, retention and win-back.

Using behavioural, transactional and product data, you’ll identify where customers are getting stuck, where value is being missed and where better journeys or stronger personalisation could make a measurable difference.

What you’ll be doing

• Designing sophisticated, multi-channel customer journeys
• Developing segmentation and personalisation strategies
• Identifying lifecycle opportunities through customer and product data
• Setting standards for journey design, testing and measurement
• Connecting CRM activity to revenue, activation and retention
• Working closely with Product, Data, Analytics and regional marketing teams
• Improving how Braze, Snowflake, Amplitude and other platforms work together
• Exploring how AI and automation can improve speed, quality and efficiency
• Raising the standard of journey design and CRM execution across the wider team

This is not a role for someone who wants to sit above the platform.

You’ll need to be comfortable creating complex Braze Canvases and working with Decisioning Studio, Liquid, Connected Content, API-triggered campaigns, dynamic content, event-based segmentation and experimentation.

You do not need to be a developer, but you should understand how the technology works, what it can do and how to get more from it.

You’ll also be genuinely interested in emerging martech and AI tools. Not simply using them occasionally, but thinking about how they can improve analysis, localisation, campaign production, personalisation and wider CRM workflows.

The business

The company is a rapidly growing fintech focused on supporting small and medium-sized businesses.

It has attracted more than £1 billion in investment and is expanding into new international markets, while launching a growing range of products and services.

That is a major reason this role exists.

You’ll provide much of the strategic thinking behind the customer journeys and lifecycle programmes that support those launches and help customers adopt new products successfully.

What stands out about the culture is the genuine focus on helping small businesses.

These are the independent operators that create jobs and support local communities. The stores you see when walking down a local high street, not the big chains or franchises. They get close to how they work, understands the problems they face on a regular basis and develop products which make running their businesses easier.

That customer focus has helped drive significant international growth in a relatively short period.

It also means lifecycle marketing is expected to do more than send promotional messages. It should solve problems, improve the experience and help customers get greater value from the products they use.

What they’re looking for

You’ll probably come from fintech, insurtech, a digital marketplace or another technology-led business with high volumes of customer data and mature automation.

Experience from delivery platforms, mobility services, subscription businesses or digital financial services would also translate well.

You’ll need to demonstrate that you have:

• Owned an end-to-end lifecycle strategy
• Designed complex journeys across multiple channels
• Used customer data to uncover commercial and customer experience opportunities
• Built meaningful personalisation into CRM programmes
• Worked deeply with Braze or a comparable platform such as SFMC or Bloomreach
• Introduced AI-enabled tools into your own workflow and shown how they improved quality, speed or performance
• Partnered effectively with Product, Data and Analytics teams
• Measured CRM activity against revenue, activation or retention
• Used experimentation to prove incremental impact
• Worked across multiple countries or markets

This role should suit someone who has reached a senior level through expertise rather than headcount.

Someone who still enjoys getting into the platform, interrogating the data and testing whether an idea actually works.

To Apply

Applicants must have the right to live and work in the UK.

Apply with your CV or share a LinkedIn profile that includes detail around your experience and achievements.

For more information, contact:

Colin Doree
Recruiter | Blue Pelican
01892 507122