Head of Customer Lifecycle & Engagement (Fintech)

TL;DR

Head of Customer Lifecycle & Engagement (Fintech): Building and leading an end-to-end customer lifecycle capability for hirify.global with an accent on CRM strategy, execution, technology, and team leadership, focusing on activation, retention, cross-sell, and long-term customer value. Focus on shaping how millions of customers experience a modern digital bank in a regulated, data-rich environment, handling complexity and transforming CRM functions with significant ownership and impact.

Location: Hybrid role based in London, UK, requiring 2-3 days a week in the office. Option to work from abroad for up to 120 days a year, subject to having the right to work in the country of choice.

Company

hirify.global started in 2005 as the first peer-to-peer lending company and launched hirify.global in 2020, aiming to redefine finance by empowering people to move finance forward.

What you will do

• Define a multi-year CRM and customer engagement strategy, translating it into a clear roadmap, priorities, and success metrics.
• Design personalized, lifecycle-led journeys across email, app, push, SMS, and in-product channels, owning segmentation and targeting approaches.
• Lead CRM platform evolution and martech migration in partnership with Product, Data, and Tech, ensuring data quality and governance.
• Lead and develop a high-performing CRM team, evolving its structure and capabilities to meet future needs.
• Drive CRM performance against engagement, cross-sell, and customer value metrics.

Requirements

• Leadership experience in CRM/customer engagement within a digital, data-driven business.
• Proven track record of building or transforming CRM capabilities.
• Experience owning commercial outcomes, not just execution.
• Deep understanding of CRM platforms, data, and automation.
• Exceptional strategic and analytical thinking.
• Confident influencing senior stakeholders and experienced people leader through change.

Culture & Benefits

• Flexible hybrid work model requiring 2-3 days a week in the London office.
• Option to work from abroad for up to 120 days a year, subject to having the right to work in the country of choice.
• Recognized as one of the UK’s Most Loved Workplaces.
• Diverse workplace with nearly 50 nationalities and a dedicated DE&I forum.
• Commitment to an inclusive culture and support for reasonable adjustments during the hiring process.

Hiring process

• AI tools may be used to support parts of the hiring process (e.g., reviewing applications, analyzing resumes, assessing responses).
• Final hiring decisions are made by humans.