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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.