Senior CRM Manager Loyalty & Lifecycle

SENIOR CRM MANAGER Lifecycle & Loyalty

ABOUT US

Every day we push beyond expectations to help millions of people save money at a time when its 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 were exceptionally proud of!

Creative collaborative ambitious its hard work. But what makes it worth it Leaving work knowing weve made a difference to our customers users and to each other.

Put our distinct brands together with our dedicated colleagues and youve got a workplace with lots of personality. Were 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

Were looking for aSenior CRM Manager Lifecycle & Loyaltyto 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 youll 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. Youll 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.

Youll 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 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.

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 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.

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 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.

Create a culture of experimentation and optimisation

• 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.

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 organisation.

WHAT WE LOOK FOR

Youll 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.

Youll 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 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.

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 WELL INVEST IN YOU

Were 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 16000 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. Were 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 youre likely to have a lot of questions. If youd like to know more before applying such as more on hybrid working salary our parental leave policy etc please just let us know and well be happy to help. You can contact the recruiter for this role Kim at

We believe that success isnt 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.