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About the Role

We are seeking a Senior CRM Manager – Lifecycle & Loyalty to enhance customer relationships and drive engagement, loyalty, retention, and long-term customer value across our membership propositions. This role requires operating at both strategic and delivery levels, translating strategy into compelling, data-led customer journeys and communications.

Responsibilities

• Contribute to and shape our lifecycle & loyalty strategy.
• Co-own the lifecycle and loyalty CRM strategy, 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, behavioural 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.
• Own the CRM approach and delivery for 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 behaviours 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.
• 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, personalisation, and behavioural triggers to create increasingly relevant customer experiences.
• Establish clear prioritisation 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 behaviour 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.
• 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 organisation.

Requirements

• Highly experienced CRM or lifecycle marketer comfortable setting direction and making things happen.
• Demonstrate success in current and previous roles.
• 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.

Skills

• CRM
• Lifecycle Marketing
• Loyalty Marketing
• Customer Engagement
• Customer Journey Design
• Segmentation
• Personalisation
• Triggered Communications
• Data Analysis
• Experimentation
• Stakeholder Management
• Communication
• Braze

Location

• Work from anywhere scheme – 2 weeks per year

Work Type

• Hybrid working

Experience Level

• Senior

Benefits

• 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
• Mentorship
• Training
• Opportunities to expand skill set
• Individual LinkedIn Learning license

About the Company

• 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.
• We’re creative, collaborative, and ambitious.
• We are a workplace with lots of personality, open-minded, diverse, and we love our differences.
• Everyone plays a part, and comes together to work hard, go beyond, and make sure everyone feels they belong.

Equal Opportunity

• 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.
• 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.
• 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.