Engagement and Lifecycle Manager

About the role

This is a senior position focused on reducing payment‑related churn within a large‑scale subscription business. You will own the end‑to‑end lifecycle initiative that supports upcoming regulatory change and directly influences revenue.

Key responsibilities

• Lead the strategy for payment and renewal communications across the subscriber base.
• Design and launch targeted campaigns for customers with failed, expired, or at‑risk payment methods.
• Segment audiences using behavioural and risk signals to create personalised journeys.
• Develop testing frameworks to optimise messaging, timing and channel mix.
• Collaborate with data, product and engineering teams to ensure accurate triggers and automation.
• Track and report performance metrics such as payment recovery rates and retention impact.
• Shape the long‑term lifecycle strategy and explore expansion into win‑back campaigns.

Required profile

• Strong commercial experience in CRM, lifecycle or retention marketing within a subscription environment.
• Proven ability to manage or optimise customer journeys focused on engagement or churn reduction.
• Experience interpreting complex data and translating insights into actionable strategies.
• Excellent stakeholder management and cross‑functional collaboration skills.
• Ability to work in a hybrid model, attending the office three days a week.

Required skills

• Hands‑on experience with CRM or CDP platforms such as Braze, Salesforce Marketing Cloud or Adobe.

What we offer

• Private medical insurance covering pre‑existing conditions.
• Pension contributions and a comprehensive wellbeing package.
• Access to training, development resources and LinkedIn Learning.
• Generous holiday allowance and volunteer days.