Full job description

Engagement and Lifecycle Manager (Payments)
London Bridge, hybrid working three days in office, salary up to £48,000This is a high-impact opportunity to own a critical part of the customer lifecycle for a large subscription-based business. The role sits at the intersection of CRM, payments, and customer experience, giving you real ownership over a pivotal commercial project with clear, measurable outcomes.The Company
They are a well-established, consumer-facing organisation operating at significant scale, with a strong subscription model and a diverse portfolio of digital and media products. Customer experience sits at the heart of their strategy, and they continue to invest heavily in data-driven CRM, lifecycle marketing, and personalisation. The business operates in a collaborative, cross-functional environment with strong backing for strategic initiatives.The Role*Own the end-of-lifecycle contact strategy focused on payments, renewals, and failed or declined transactions
*Design and optimise customer communications to reduce payment-related churn and improve retention
*Analyse subscriber behaviour to understand why customers default and how to prevent this through smarter engagement
*Segment customers based on risk, payment method, and behaviour to deliver targeted and relevant messaging
*Define campaign strategy, content approach, and testing frameworks, working with CRM, design, and engineering teams for execution
*Run and evaluate tests across messaging, timing, and channels to identify what drives the best outcomes
*Track performance through key metrics such as payment success rates and churn reduction, clearly demonstrating business impact
*Contribute to wider lifecycle and win-back initiatives as the role evolves
Your Skills & Experience*Strong experience in CRM, lifecycle, or retention marketing within a subscription-based business
*Proven exposure to payments, billing, renewals, or transactional communications
*Experience working with CRM platforms or customer data platforms such as Braze, Adobe, Salesforce Marketing Cloud, or similar
*Comfortable working with large customer datasets and translating insight into clear communication strategies
*A strategic mindset with the ability to influence stakeholders while collaborating closely with product, technology, and design teams
What They Offer*Salary up to £48,000
*Hybrid working with three days per week in the London office
*Private medical insurance, including pre-existing conditions
*Generous pension contribution and enhanced family leave policies
*Extensive wellbeing support, training opportunities, and full access to LinkedIn Learning
*25 days holiday plus bank holidays and volunteering days
*A broad range of lifestyle benefits, discounts, and exclusive experiences
How to Apply
Apply now to find out more about this opportunity and how you could play a key role in shaping payment and lifecycle strategy for a large-scale subscription business.