Customer Lifecycle Manager

Team Brand & Marketing

Location AMAZE Central - Holborn

County Greater London

Ref # POS_18601

Closing Date 02-Nov-2026

At Metro Bank, we believe the best banking experience starts with people who genuinely care. We’re not just delivering banking services - we’re building trust through authentic connections. Here, our people come first; our colleagues are part of a team that values individuality, collaboration, and long-standing relationships. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.

What You Will Do

• Own CRM strategy and campaign execution across email, SMS, push notifications, direct mail, and other owned channels
• Build automated customer journeys using marketing technology platforms and journey orchestration tools
• Lead the development of always-on and event-driven CRM programmes
• Continuously optimise contact strategies to improve effectiveness, engagement, and customer experience
• Develop and own the end-to-end lifecycle marketing strategy across all key customer journeys
• Design customer contact strategies that deliver the right message, through the right channel, at the right time
• Map and optimise customer journeys from acquisition through onboarding, engagement, product adoption, retention, and advocacy
• Identify moments that matter across the customer lifecycle and develop targeted interventions to improve outcomes
• Partner with Data and Analytics teams to develop customer models, propensity scoring, behavioural segments, and audience strategies
• Build business cases and deliver plans for new lifecycle initiatives that increase customer lifetime value and long-term relationship depth

And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the courage to call out any concerns.

What you will need

• Extensive experience in CRM, lifecycle and/or retention marketing,
• Proven success developing and executing lifecycle strategies that deepen relationships and drive retention
• Designing and delivering testing and optimisation programmes
• Strong commercial mindset with a focus on customer lifetime value and business growth
• In-depth understanding of banking customer journeys and lifecycle levers that drive primacy and retention
• Strong understanding of marketing automation, data segmentation and real-time trigger journeys
• Understanding of data-driven personalisation, eligibility models and segmentation frameworks
• Awareness of data privacy, permissions management and governance best practices
• Excellent stakeholder management and influencing skills

Our promise to you…

• We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
• We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!

Important Footnote

Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Good luck!