We are one of the top three automotive retailers in the UK, representing 32 manufacturer brands and selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland.
Customer Lifecycle Manager
Location: East Midlands – Hybrid – with travel as required
Salary: Competitive
Contract: 6‑Month Fixed Term Contract
About the Role
We are seeking a driven and customer‑focused Customer Lifecycle Manager to join our team. This key role is responsible for designing, building and executing targeted customer communications across the full lifecycle. It is a hands‑on, delivery‑focused role requiring strong experience of building journeys and campaigns in platforms such as Dotdigital, alongside strong cross‑functional working to get things done.
Key Responsibilities
* Define, build and optimise multi‑channel customer journeys across email and SMS, spanning the full customer lifecycle including new enquiry, vehicle purchase, aftersales and service reminders, retention and win‑back.
* Own end‑to‑end journey management in Dotdigital – including programme logic, triggers, segmentation and A/B testing.
* Continuously review journey performance and make data‑led optimisations to improve engagement, conversion and retention metrics.
* Write clear, engaging and on‑brand copy for all email and SMS communications, tailored to different lifecycle stages and audience segments.
* Work with the design team to create highly engaging and responsive communications, and lead the build of email templates and modular content blocks using HTML and Dotdigital's drag‑and‑drop tools.
* Coordinate with stakeholders across Marketing, Commercial and Digital teams to define briefs, confirm propositions, define target audiences and agree campaign strategy.
* Ensure accurate audience segmentation and data selection for every campaign, working with available data to build relevant, targeted lists.
* Identify trends, opportunities and areas for improvement through ongoing performance analysis.
Key Skills & Experience
* 3-5 years' experience in a CRM or lifecycle marketing role, ideally within a B2C environment.
* Proven hands‑on experience with an ESP or marketing automation platform; experience with Dotdigital is highly desirable.
* Strong HTML skills for building and editing email templates and content blocks.
* Demonstrated ability to write compelling, conversion‑focused copy across email and SMS.
* Competent in Microsoft Excel for data analysis, campaign reporting and audience segmentation.
* Experience designing and building automated customer journeys, including trigger logic, branching and personalisation.
* Ability to manage multiple campaigns simultaneously in a fast‑paced environment.
* Strong stakeholder management skills and confidence in cross‑functional collaboration.
* Commercially aware with the ability to connect CRM activity to business outcomes.
What We're Looking For
* Experience in the automotive retail sector or a similarly considered‑purchase environment.
* Self‑starter with the ability to hit the ground running in a contract role with limited onboarding time.
* Highly organised with strong attention to detail.
* Proactive and solutions‑focused, comfortable navigating ambiguity.
* Collaborative team player who builds strong relationships across departments.
* Curiosity‑driven approach to data and performance – always looking for ways to improve.
Core Benefits
* Competitive salaries with structured pay scales and progression as you grow within the business.
* Generous annual leave that increases with your length of service.
* Enhanced family leave, including 6 months’ full pay for maternity and adoption leave, and 2 weeks’ full pay for paternity leave.
* Access to Techscheme for discounted technology purchases with flexible payments.
* Eyecare vouchers to help cover vision care needs.
* Smart Health – 24/7 access to GP services to support your mental and physical wellbeing.
* Dental insurance for everyday dental care and unexpected treatments.
* Optional critical illness cover for peace of mind during life's most challenging moments.
Financial Wellbeing
* MyView PayNow – access a portion of your pay as you earn, with features to stream, save and track your money through a user‑friendly app.
* Free will writing services to help plan for the future.
* Flexible life assurance options and partner life assurance for added protection.
* Discounted gym memberships to support an active lifestyle.
* Travel insurance to help you explore with confidence.
* Access to home and technology vouchers.
* bYond card and a wide range of exclusive retail and lifestyle discounts.
Lookers and Charles Hurst are an equal opportunities employer. We are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.
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