Head of Client Lifecycle Management

JOB TITLE: Head of Client Lifecycle Management

LOCATION(S): London and Bristol

HOURS: Full Time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

About this Opportunity:

This is a senior leadership role shaping how we engage, retain and grow engagement with our Business Banking client base at scale.

You'll lead the end-to-end client lifecycle strategy, focused on improving engagement, retention and cross-sell. You’ll own how we communicate with existing clients, ensuring contact is personalised, insight-led and well-governed across all channels and journeys. You'll lead the effective use of marketing technology, AI, agile delivery and insight to deliver scalable, compliant and effective personalisation.

You'll provide product management leadership in delivering not just personalisation technology but also in optimizing customer experience and performance of key digital and operational journeys that drive engagement and cross-sell.

You'll define and implement plans to proactively retain strategically important clients.

What you’ll be doing:

• Define and deliver the Business Banking client lifecycle strategy, driving engagement, retention and cross-sell across the client base

• Own the client communications strategy, ensuring personalised, coordinated and data-led contact across all channels and journeys

• Orchestrate and govern all client contact, aligning cross-sell, retention, servicing and regulatory communications to improve client experience

• Lead audience segmentation strategy, using client data and behavioural insight to target activity effectively

• Drive commercial growth and improve conversion, working with cross functional teams to optimise client journeys using Agile test-and-learn methods and data-led decision making

• Own cross-sell funnel performance, tracking and improving engagement, activation, conversion, retention and product usage with a view to maximise client lifetime value.

• Own and implement the client retention strategy, proactively identifying strategically important clients at risk of leaving, designing a plan to retain them and implement the plan by working with a cross-functional team.

• Define the strategic vision and roadmap for marketing and personalisation technology stack and work closely with technology platform teams as a product leader to deliver the stack,

• Lead an efficient lifecycle operations team, enabling scalable, controlled delivery supported by Agile prioritisation and responsible AI use

• Partner across Product, COO, Platform, Data, Marketing, Risk and Distribution to deliver aligned outcomes and strengthen governance, risk and control

What we’re looking for?

• Client lifecycle management leadership — proven experience defining and delivering lifecycle, engagement and retention strategies within Business Banking or related financial services environments

• Commercial, data-led decision making — strong ability to utilise client data, segmentation and performance insight to drive growth, conversion and retention outcomes

• Cross-channel communication and journey management — experience coordinating messaging and improving client journeys across multiple channels and touchpoints

• Extensive agile product management leadership—leading product and technology teams, working in Agile environments delivering digital journey and funnel improvements while ensuring strong risk, control and regulatory alignment, with good knowledge of AI and its application.

• Marketing technology and operational delivery — deep knowledge and expertise in marketing and personalisation technology. Experience implementing a modern marketing and personalsiation tech stack at scale in a large financial services enterprise. In depth understanding of campaign platforms, data enablement, automation and controls to deliver pesonalisation at scale

• Retention strategies - Demonstrated experience in driving effective retention strategies, especially in financial services involving small and medium sized businesses. Good knowledge and experience in using data and AI led techniques to proactively identify clients at risk of leaving and delivering innovating ways to drive retention.

• Senior stakeholder influence — ability to partner across Product, Marketing, Data, Risk, COO and Platform teams to deliver outcomes through others

• Proven ability to build, lead and develop high-performing teams. Drives a strong performance culture focused on customer outcomes, sustainable growth, effective risk management, and inclusive talent development

• Actively promotes diversity and inclusion, while developing and progressing talent

We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.

This is a place for you:

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.

Ready for a career where you’ll learn and thrive? Apply today and find out more.