Head of Client Lifecycle Management (Fintech)

TL;DR

Head of Client Lifecycle Management (Fintech): Shaping the engagement, retention, and growth strategies for the Business Banking client base with an accent on personalized communication and data-led insights. Focus on optimizing digital journeys, implementing marketing technology stacks, and leveraging AI to maximize client lifetime value.

Location: Hybrid (London or Bristol), requiring at least two days per week (40%) in the office

Company

A major UK financial services group focused on rebooting its identity and building the future of finance.

What you will do

• Define and deliver the Business Banking client lifecycle strategy to drive engagement, retention, and cross-sell.
• Own the client communications strategy, ensuring personalized and data-led contact across all channels.
• Lead audience segmentation using behavioral insights to target activity effectively.
• Define the strategic vision and roadmap for the marketing and personalization technology stack.
• Implement proactive retention strategies to identify and retain strategically important clients.
• Lead an efficient lifecycle operations team using Agile prioritization and responsible AI application.

Requirements

• Proven leadership experience in client lifecycle, engagement, and retention within Business Banking or financial services.
• Strong ability to utilize client data and segmentation to drive commercial growth and conversion.
• Extensive Agile product management leadership experience, including managing technology teams.
• Deep expertise in implementing modern marketing and personalization tech stacks at scale in large enterprises.
• Experience using data and AI-led techniques to proactively identify clients at risk of leaving.
• Must be based in or able to regularly commute to London or Bristol.

Culture & Benefits

• Hybrid working model supporting a balance between office and remote work.
• Strong commitment to diversity, inclusion, and developing high-performing teams.
• Reasonable workplace adjustments and guaranteed interviews for eligible candidates under the Disability Confident Scheme.
• Focus on inclusive talent development and sustainable growth.