Customer Lifecycle Marketing Manager

Exclusive opportunity to join a growing telecoms business as Customer Lifecycle Marketing Manager, taking ownership of customer engagement across the full lifecycle and helping maximise Customer Lifetime Value.

 

This is a commercially focused role responsible for developing personalised customer journeys, CRM communications and marketing automation across onboarding, retention, re-contracting, upsell, advocacy and win-back. Working closely with Customer Services, Commercial, Insight and Digital teams, you will use customer data and behavioural insight to create increasingly relevant and effective engagement.

 

Hybrid working – 3 days in Oxfordshire office, 2 from home

 

Key Responsibilities

• Develop and deliver the customer lifecycle marketing strategy, supporting retention, engagement, loyalty and Customer Lifetime Value.
• Design and optimise personalised customer journeys across onboarding, activation, product education, retention, re-contracting, win-back and advocacy.
• Own customer communications across the lifecycle, ensuring messaging is timely, relevant, customer-centric and commercially effective.
• Develop programmes to increase retention, product adoption, upgrades, cross-sell and re-contracting.
• Work closely with Insight and Commercial teams to use segmentation, behavioural data and predictive analytics to improve customer targeting and personalisation.
• Develop Next Best Action capabilities, using customer behaviour, lifecycle triggers and propensity modelling to determine the most relevant customer interaction.
• Build automated and trigger-based CRM journeys that respond intelligently to customer behaviour and key lifecycle events.
• Develop customer loyalty, referral and advocacy programmes that strengthen retention and encourage customer recommendations.
• Embed a structured test-and-learn approach across customer journeys, messaging, channels, timing and personalisation.
• Track lifecycle performance across key measures including churn, Customer Lifetime Value, re-contracting, upsell, advocacy, NPS and engagement.

Skills & Experience

• Significant experience in CRM, customer lifecycle marketing, customer engagement or marketing automation, ideally within telecoms or another subscription-based consumer business.
• Strong understanding of customer lifecycle strategy, journey design, segmentation and personalised customer communications.
• Hands-on experience using CRM, marketing automation and campaign management platforms.
• Strong commercial understanding of retention, churn, Customer Lifetime Value, re-contracting, cross-sell and upsell.
• Experience using customer data, behavioural insight and segmentation to develop targeted marketing activity.
• Understanding of automated customer journeys, lifecycle triggers and Next Best Action approaches.
• Experience of customer analytics, propensity modelling or AI-enabled customer engagement would be advantageous.
• Commercially minded, analytical and customer-focused, with the ability to work effectively across Marketing, Commercial, Digital, Insight and Customer Services teams.

 

If you have the experience and are interested in discussing further, please get in touch ASAP with your current CV: gcharles@vmagroup.com

 

Due to a high volume of applicants, we are unable to respond to everyone. We will get in touch if you are successful in your application.