Email/CRM/Customer Lifecycle Manager

About the role

The Email/CRM/Customer Lifecycle Manager will lead the design and execution of lifecycle‑based campaigns for CMB UK, using data‑driven insights to deliver personalised customer experiences. You will work closely with key stakeholders to align initiatives with the bank’s digital targets, regulatory standards and commercial objectives.

Key responsibilities

• Develop and launch Next Best Action campaigns within Pega CDH in partnership with stakeholders.
• Implement customer lifecycle management strategies to boost satisfaction, retention and loyalty.
• Manage the CLCM runway and deliverables in line with CMB UK strategic priorities.
• Generate hypotheses and optimise channels through A/B testing and performance measurement across digital platforms.
• Maintain audience segment outputs and identify opportunities for digital revenue growth.
• Build strong relationships with stakeholders to ensure alignment and proactive opportunity identification.
• Analyse customer data to uncover insights that improve engagement, lifetime value and revenue.
• Define and monitor KPIs to assess the effectiveness of lifecycle initiatives.

Required profile

• Strong digital and customer data expertise.
• Experience working with Pega CDH or similar CRM platforms.
• Ability to collaborate with cross‑functional teams and senior stakeholders.
• Understanding of regulatory and reputational responsibilities within a banking environment.
• Proven track record of driving customer engagement and revenue growth through data‑led campaigns.

Required skills

• Pega CDH
• A/B testing