Senior Manager, Customer Planning

JOB TITLE: Senior Manager, Customer Planning

LOCATION(S): London or Bristol

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days per week) in one of our office hubs mentioned above

About this opportunity

Are you ready to spearhead the development and integration of a comprehensive Customer Lifecycle Management (CLM) marketing strategy across our diverse range of products, propositions, and segments?

As the Senior Manager of Customer Planning, you will lead strategic initiatives within Consumer Marketing (Bank, Borrow, Affluent, Save, Protect) to attract, engage, and strengthen relationships with key customer segments. Your leadership will bring clarity and coherence to our customer-level plans, enabling us to achieve both customer satisfaction and commercial success.

Key Responsibilities:

• Strategic Alignment: Build deep alignment with Customer Segment and Propositions teams, leveraging market insights and customer segment understanding to tailor strategies to segmented customer needs and commercial goals.

• Marketing Imperatives: Ensure clarity on marketing imperatives and jobs to be done across Consumer Marketing, driving focus on growth and depth of customer engagement.

• Leadership Partnership: Collaborate with senior leadership to align marketing efforts with business outcomes, ensuring a clear understanding of success metrics and plans.

• Lifecycle Strategy: Define and drive the CLM strategy across target segments, focusing on commercial performance at each stage of the lifecycle (Acquire, Onboard, Deepen, Retain).

• Full Funnel Collaboration: Partner with the Full Funnel leadership team to interlock plans and prioritise initiatives.

• Planning Cycles: Lead business engagement and planning cycles, aligned with segment insights and in partnership with our Customer Insights team.

• Team Leadership: Inspire and nurture the team, fostering a culture of excellence and ensuring team members are fulfilled in their work.

Key Capabilities:

• Customer Lifecycle Management Planning & Strategy: Proven experience in designing and delivering successful CLM plans, developing cross-channel marketing strategies powered by insights and analytical rigor.

• Commercial Acumen: Leverage marketplace knowledge and a strong network to make key marketing decisions, driving commercial returns aligned with Group strategy.

• Communication and Storytelling: Create and deliver powerful messages that engage varied audiences, demonstrating influencing and negotiating techniques.

• Stakeholder Management & Influencing: Manage expectations and foster trust and collaboration, anticipating and mitigating conflicts to gain long-term commitment.

About working for us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual bonus award, subject to Group performance

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

If you're passionate about full funnel marketing and ready to make a significant impact, we want to hear from you. Apply today and take the next step in your career with Lloyds Banking Group!