What you will do:
1. 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
2. Champion a customer-first approach across direct channels (email, SME, push, app) embedding best practice in personalisation, automation and journey design
3. Collaborate closely with the Segment and Customer and Proposition teams to apply insights, audience segmentation and behavioural frameworks that inform lifecycle strategy and targeting
4. Define and manage frequency, recency and suppression rules to optimise contact governance and customer experience across all direct communications
5. Ensure relevant campaigns and content are effectively integrated into the contact strategy and customer journeys
6. Work closely with product teams to deliver regulatory and mandatory communications, ensuring they are compliant, clear and meet Consumer Duty obligations
7. 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
8. Drive the roadmap for marketing automation and triggered campaigns, identifying opportunities to deliver real time data-led journeys that deepen engagement and loyalty
9. Partner with delivery, digital and brand teams to ensure lifecycle communications align with campaign, content and brand strategies
10. Monitor and optimise lifecycle performance, using analytics and customer insight to test, learn and enhance communication effectiveness
11. Work closely with compliance and governance team to ensure all lifecycle activity meets regulator risk and brand standards
12. 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:
13. Extensive experience in CRM, lifecycle and/or retention marketing, within financial services or other services industries
14. Proven success developing and executing lifecycle strategies that deepen relationships and drive retention
15. Experience delivering regulatory and service communications in a compliant environment
16. Track record of using automation, triggers and segmentation to improve engagement and reduce churn
17. Experience partnering with data, digital, proposition and compliance teams to deliver measurable growth and value
18. Analytical and data-driven thinker with a focus on customer behaviour, retention and value growth
19. Excellent collaborator and communicator, able to bring together data, proposition and marketing teams
20. Strong attention to detail, particularly in ensuring communications meet compliance and Consumer Duty standards
21. 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!