Head of Marketing – Customer Retention & Lifecycle

About the role

Reporting directly to the Chief Marketing Officer, the Head of Marketing will own the retention function and drive customer engagement across the entire lifecycle. This senior position combines strategic thinking, data‑led decision making and operational excellence to increase activation, loyalty and lifetime value.

Key responsibilities

• Develop and execute a comprehensive retention strategy covering onboarding, activation, engagement, repeat usage, reactivation and churn reduction.
• Establish lifecycle marketing as a measurable growth discipline with clear KPIs and commercial accountability.
• Own CRM and lifecycle programmes across email, push, SMS, in‑app messaging and other owned channels.
• Lead customer segmentation based on behaviour, lifecycle stage, transaction activity and product usage.
• Design, build and optimise automated customer journeys that deliver personalised, timely communications.
• Develop and continuously improve a reward scheme and loyalty programmes that drive repeat usage and customer value.
• Partner with Data and Business Intelligence teams to create retention dashboards, cohort analyses and performance reports.

Required profile

• Senior‑level marketer with a results‑driven mindset.
• Strong strategic thinking and ability to translate data insights into actionable plans.
• Proven experience in operationalising retention, lifecycle marketing and loyalty initiatives.
• Excellent cross‑functional collaboration skills, working with Product, Commercial, Data, Compliance, Customer Support and Finance.

Required skills

What we offer

• Significant influence across the organisation.
• Opportunity to build a best‑in‑class retention capability.
• Direct impact on revenue performance and long‑term business success.