Senior CRM Manager - Loyalty & Lifecycle

Overview

In this role you will shape and lead lifecycle and loyalty strategies to deepen customer engagement and lifetime value across MoneySuperMarket and Quidco. You will translate insights into data-led journeys, collaborating with cross-functional partners to embed CRM in product and proposition development. You’ll own end-to-end CRM delivery for membership offerings, driving onboarding, activation and ongoing value.

This is a strategic and hands-on role at scale, with a strong emphasis on experimentation and measurable impact.

• 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

• Shape and co-own the lifecycle & loyalty strategy with senior stakeholders
• Develop lifecycle strategies for acquisition, onboarding, activation, engagement, retention, reactivation and advocacy
• Define CRM’s role within membership propositions and identify deeper relationship opportunities
• Turn customer and behavioural insights into strategic priorities and actionable CRM plans
• Lead CRM delivery for key membership propositions; design journeys and onboarding experiences
• Translate strategy into CRM roadmaps, journey designs, campaigns, and test-and-learn programmes
• Lead end-to-end execution of complex lifecycle initiatives with cross-functional teams
• Use segmentation, personalisation and triggers to improve customer experiences
• Establish prioritisation balancing customer needs, commercial opportunities and capacity
• Maintain high execution standards ensuring timely and consistent communications
• Develop a test-and-learn roadmap and measure impact on engagement and loyalty
• Partner with Analytics to create meaningful measurement frameworks and report to stakeholders
• Influence product, proposition, data, analytics, commercial and marketing stakeholders to embed CRM across the business
• Foster CRM best practices and uplift lifecycle capability across the organisation

• Significant experience in CRM, lifecycle marketing, loyalty or customer engagement
• Strong experience translating lifecycle and retention strategies into executable journeys
• Experience with membership, loyalty or subscription propositions
• Strong understanding of segmentation, personalisation, triggered communications and journey design
• Excellent analytical ability to translate data into actions
• Strong experimentation mindset with test design and incremental measurement
• Experience delivering complex CRM programmes with multiple teams
• Strong stakeholder management and ability to influence senior colleagues
• Understanding of CRM channels (email, push, in-app, etc.) across owned channels
• Knowledge of enterprise CRM systems such as Braze
• Ability to balance customer value with commercial outcomes and prioritisation
• Excellent communication skills to turn complex strategies into simple plans

• Stakeholder management
• Strategic influence
• Analytical thinking
• Braze
• Segmentation
• Personalisation