Engagement and lifecycle manager

Engagement and Lifecycle Manager

London - hybrid 3x a week in office

Up to £48,000

This is an opportunity to take ownership of a high impact lifecycle initiative within a large-scale subscription business. You will lead the strategy behind reducing payment related churn, working on a critical project tied to upcoming regulatory change. It is a role with clear visibility, where your ideas will directly influence customer retention and revenue outcomes.

The Company

They are a well-established, multi-channel media and content organisation with a large subscriber base and a diverse portfolio of products. Operating at a significant scale, they engage millions of customers across digital and traditional platforms. Their teams combine data, technology, and creative expertise to deliver compelling customer experiences. The business is continuing to invest heavily in CRM and lifecycle strategy to support long-term growth.

The Role

You will focus on the end of lifecycle journey, specifically payments and renewals, designing and optimising communications to reduce churn and improve the customer experience.

• Lead the strategy for payment and renewal communications across the subscriber base
• Design and deliver targeted campaigns for customers with failed, expired, or at risk payment methods
• Segment audiences based on behaviour and risk signals to drive personalised journeys
• Develop testing frameworks to optimise messaging, timing, and channels
• Work closely with data, product, and engineering teams to ensure accurate triggers and automation
• Track and report on performance metrics such as payment recovery rates and retention impact
• Shape the long term approach to lifecycle strategy, with scope to expand into broader win back campaigns

Your Skills and Experience

• Strong commercial experience within CRM, lifecycle, or retention marketing in a subscription environment
• Proven ability to manage or optimise customer journeys focused on engagement or churn reduction
• Experience using CRM or CDP platforms such as Braze, Salesforce Marketing Cloud, or Adobe
• Ability to interpret complex data and translate insights into actionable strategies
• Experience with segmentation, testing, and campaign optimisation
• Strong stakeholder management skills and the ability to work cross functionally

What They Offer

• Private medical insurance including pre existing conditions
• Pension contributions and a comprehensive wellbeing package
• Access to training, development resources, and LinkedIn Learning
• Generous holiday allowance plus volunteering days
• Additional lifestyle benefits including fitness support and retail discounts

How to Apply

If you are interested in driving an impactful lifecycle strategy within a fast-paced subscription business, please apply with your CV.