Head of Customer Engagement & Retention, Marketing
Our client is an established global Fintech with an ambitious growth agenda. They blend advanced technology with deep industry expertise to create innovative, reliable, and high-performance solutions for their customers worldwide. This is an exciting opportunity to be part of their ongoing innovation and growth shaping the next chapter of success for a trusted industry leader in a rapidly-expanding market with huge opportunity for personal and company growth.
Purpose: Drive customer lifecycle strategy and execution across the full customer journey, maximizing engagement, lifetime value, and retention across all marketing channels.
Key Responsibilities:
- Define lifecycle marketing strategy from onboarding through retention and winback
- Lead lifecycle team covering engagement, triggers, retention, and CRM operations
- Develop customer segmentation frameworks and personalization strategies
- Own lifecycle KPIs: activation rates, engagement metrics, churn, LTV, and retention rates
- Partner with product, analytics, and technology teams to optimize customer journeys
- Implement marketing automation capabilities and sophisticated trigger programs
- Manage lifecycle budget and MarTech investments
Requirements:
- Proven marketing experience with 5+ years in lifecycle/CRM leadership roles
- Proven track record driving measurable improvements in customer metrics
- SaaS, Tech, Fintech, Financial Services experience would be an advantage
- Deep expertise in marketing automation, personalization, and customer data
- Strategic thinker with strong analytical and commercial acumen
- Experience leading and developing high-performing teams
- Knowledge of financial services products and customer behaviour highly desirable
- Stakeholder management capability at executive level
- Familiarity with privacy regulations and ethical marketing practices
