Head of Client Lifecycle Management

This is a senior leadership role shaping how we engage, retain and grow engagement with our Business Banking client base at scale. You'll lead the end-to-end client lifecycle strategy, focused on improving engagement, retention and cross-sell. You'll own how we communicate with existing clients, ensuring contact is personalised, insight-led and well-governed across all channels and journeys. You'll lead the effective use of marketing technology, AI, agile delivery and insight to deliver scalable, compliant and effective personalisation. You'll provide product management leadership in delivering not just personalisation technology but also in optimizing customer experience and performance of key digital and operational journeys that drive engagement and cross-sell. You'll define and implement plans to proactively retain strategically important clients. What you'll be doing:

• Define and deliver the Business Banking client lifecycle strategy, driving engagement, retention and cross-sell across the client base
• Own the client communications strategy, ensuring personalised, coordinated and data-led contact across all channels and journeys
• Orchestrate and govern all client contact, aligning cross-sell, retention, servicing and regulatory communications to improve client experience
• Lead audience segmentation strategy, using client data and behavioural insight to target activity effectively
• Drive commercial growth and improve conversion, working with cross functional teams to optimise client journeys using Agile test-and-learn methods and data-led decision making
• Own cross-sell funnel performance, tracking and improving engagement, activation, conversion, retention and product usage with a view to maximise client lifetime value.
• Own and implement the client retention strategy, proactively identifying strategically important clients at risk of leaving, designing a plan to retain them and implement the plan by working with a cross-functional team.
• Define the strategic vision and roadmap for marketing and personalisation technology stack and work closely with technology platform teams as a product leader to deliver the stack,
• Lead an efficient lifecycle operations team, enabling scalable, controlled delivery supported by Agile prioritisation and responsible AI use
• Partner across Product, COO, Platform, Data, Marketing, Risk and Distribution to deliver aligned outcomes and strengthen governance, risk and control, Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we're committed to creating an environment in which everyone can thrive, learn and develop.
  
  If you're motivated by improving how clients experience and grow with a business, this role puts you at the centre of it. You'll lead how we engage millions of Business Banking clients, using data and insight to personalise journeys, reduce churn and unlock new growth opportunities., Client lifecycle management leadership - proven experience defining and delivering lifecycle, engagement and retention strategies within Business Banking or related financial services environments
• Commercial, data-led decision making - strong ability to utilise client data, segmentation and performance insight to drive growth, conversion and retention outcomes
• Cross-channel communication and journey management - experience coordinating messaging and improving client journeys across multiple channels and touchpoints
• Extensive agile product management leadership-leading product and technology teams, working in Agile environments delivering digital journey and funnel improvements while ensuring strong risk, control and regulatory alignment, with good knowledge of AI and its application.
• Marketing technology and operational delivery - deep knowledge and expertise in marketing and personalisation technology. Experience implementing a modern marketing and personalsiation tech stack at scale in a large financial services enterprise. In depth understanding of campaign platforms, data enablement, automation and controls to deliver pesonalisation at scale
• Retention strategies - Demonstrated experience in driving effective retention strategies, especially in financial services involving small and medium sized businesses. Good knowledge and experience in using data and AI led techniques to proactively identify clients at risk of leaving and delivering innovating ways to drive retention.
• Senior stakeholder influence - ability to partner across Product, Marketing, Data, Risk, COO and Platform teams to deliver outcomes through others
• Proven ability to build, lead and develop high-performing teams. Drives a strong performance culture focused on customer outcomes, sustainable growth, effective risk management, and inclusive talent development
• Actively promotes diversity and inclusion, while developing and progressing talent
We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop. We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative. We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need. We also offer a wide-ranging benefits package, which includes:
• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies