Lifecycle and CRM Manager - Engagement and Retention

Skills

About the Role

You will design and implement real-time lifecycle engagement campaigns based on trading behaviour, market events, and product usage. You will optimise campaign triggers, timing, and frequency; develop retention and win-back strategies; build or use predictive churn models; run A/B tests; monitor performance metrics; and partner with product and analytics colleagues to identify key engagement and churn moments.

Requirements

• 3+ years of experience designing lifecycle campaigns in CRM or marketing automation platforms
• Strong analytical skills and ability to translate data into engagement and retention strategies
• Experience building predictive models or working with predictive analytics
• Knowledge of customer lifecycle marketing and engagement frameworks
• Advanced proficiency with SQL and marketing analytics tools
• Understanding of real-time decisioning and event-based marketing
• Experience optimizing trigger logic and campaign frequency
• A/B testing and experimentation mindset focused on optimization
• Ability to develop and implement retention strategies using a data-driven approach

Responsibilities

• Design and implement real-time engagement campaigns based on trading behavior, market events, and product usage
• Optimize trigger logic, timing, and frequency to maximize engagement without fatigue
• Design retention strategies for customers showing disengagement signals
• Build predictive models to identify churn risk and trigger proactive interventions
• Create win-back campaigns to reactivate dormant and lapsed customers
• A/B test messaging, timing, and channel strategies for triggered communications
• Monitor engagement and retention metrics and refine strategies based on performance data
• Collaborate with product and analytics teams to identify key engagement and churn moments

Benefits

• Hybrid work arrangement with 3 days per week in the office