Marketing Manager - Retention

The Senior Marketing Manager - Retention is responsible for driving customer lifetime value across CAF's individual, corporate and intermediary audiences. This role focuses on retaining, engaging and growing existing customers, delivering upsell and cross-sell opportunities through high-impact content, campaigns and customer journeys. You will lead the development of end-to-end customer lifecycle strategies, with a particular focus on onboarding, re-engagement and dormancy, ensuring customers realise the full value of CAF's products and services. This is a highly strategic and hands-on role requiring strong leadership, data fluency and collaboration across product, digital, product and customer teams. As our Senior Marketing Manager - Retention you will:

• Develop and deliver CAF's customer retention strategy across key audiences and product lines
• Own and optimise marketing across the retention lifecycle including onboarding, upsell, cross-sell and dormancy.
• Own retention performance measurement and reporting.
• Partner with product, propositions and digital teams to support the launch of new products and services.
• Lead customer readiness activity, ensuring customers understand, adopt and engage with new propositions.
• Line manage and develop a high-performing team, fostering a positive, collaborative and inclusive culture
  
  This role is for you if you have experience of working in customer retention, lifecycle marketing or CRM marketing or have relevant transferable skills and are keen to make a difference to society.
We are looking for:
• Experience in customer readiness or go-to-market support for new products and services.
• Proven track record in upsell and cross-sell campaign delivery with strong experience in email marketing, content marketing and integrated campaigns
• Deep understanding of customer journey mapping and lifecycle optimisation
• Advanced capability in data analysis, reporting and visualisation, with the ability to translate data into action
• Experience managing and developing teams, with strong leadership and people management skills
• Excellent stakeholder management and communication skills
  
  The Charities Aid Foundation exists to accelerate progress in society towards a fair and sustainable future for all. Over the last 100 years, we have led the way in developing innovative approaches to giving. Annually, we distribute over £1 billion to social purpose organisations around the globe.
As a leading charity operating from the UK, US and Canada, alongside an international network of partners, CAF works at the centre of the giving world. We collaborate with corporate and individual donors to enable them to give more effectively, strategically and impactfully. This includes connecting them to charities globally and providing access to our in-depth sector knowledge, governance expertise and innovative giving solutions. We help social purpose organisations to strengthen their resilience and do more of their life changing work, through strategic advisory services from our Impact Accelerator, tools to support charities' fundraising activities, and charity financial services from CAF Bank Limited and CAF Financial Solutions Limited. Using our research, policy and campaigns work, we understand and influence the wider environment for charities and donors. Diversity and inclusion We know that the more diverse and inclusive our organisation becomes, the more creative, effective and impactful we will be. Our aim is for our workforce to represent the society we serve, and we have embarked upon an ambitious pathway to achieve this. We want to attract, retain and develop the best of talent at all levels, and provide a leading and great place to work, where every voice matters.


• Permanent hybrid ways of working where roles allow
• Six weeks holiday plus bank holidays per year
• A wide range of development opportunities to support personal and professional growth
• Pension scheme with better-than-market employer contribution options
• Social impact benefit schemes