Customer Lifecycle Manager - Marketing

Team

Location Holborn Office

County Central London

Ref # 24317

Closing Date 16-Mar-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:

• Lead the development and delivery of the customer lifecycle marketing and contact strategy across all segments to drive primacy, growth, retention and reduce churn, working closely with marketing strategy leads, propositions and product teams
• Champion a customer-first approach across direct channels (email, SME, push, app) embedding best practice in personalisation, automation and journey design
• Collaborate closely with the Segment and Customer and Proposition teams to apply insights, audience segmentation and behavioural frameworks that inform lifecycle strategy and targeting
• Define and manage frequency, recency and suppression rules to optimise contact governance and customer experience across all direct communications
• Ensure relevant campaigns and content are effectively integrated into the contact strategy and customer journeys
• Work closely with product teams to deliver regulatory and mandatory communications, ensuring they are compliant, clear and meet Consumer Duty obligations
• Collaborate with proposition, data and insight teams to define and build customer segments and eligibility models based on transactional behaviour, lifecycle stage and product holding
• Drive the roadmap for marketing automation and triggered campaigns, identifying opportunities to deliver real time data-led journeys that deepen engagement and loyalty
• Partner with delivery, digital and brand teams to ensure lifecycle communications align with campaign, content and brand strategies
• Monitor and optimise lifecycle performance, using analytics and customer insight to test, learn and enhance communication effectiveness
• Work closely with compliance and governance team to ensure all lifecycle activity meets regulator risk and brand standards
• 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 ability to call out any concerns.

 

What you will need:

• Extensive experience in CRM, lifecycle and/or retention marketing, within financial services or other services industries
• Proven success developing and executing lifecycle strategies that deepen relationships and drive retention
• Experience delivering regulatory and service communications in a compliant environment
• Track record of using automation, triggers and segmentation to improve engagement and reduce churn
• Experience partnering with data, digital, proposition and compliance teams to deliver measurable growth and value
• Analytical and data-driven thinker with a focus on customer behaviour, retention and value growth
• Excellent collaborator and communicator, able to bring together data, proposition and marketing teams
• Strong attention to detail, particularly in ensuring communications meet compliance and Consumer Duty standards
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders

 

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? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!