Customer Lifecycle Manager

🛡️ Customer Lifecycle Manager

🌍 Hybrid 

📍 London

📂 Commercial 

Do you enjoy developing customer lifecycle strategies that drive engagement, improve customer outcomes, and deliver measurable business results?

Are you passionate about using customer data, insights, and testing to create targeted campaigns that support customers throughout their credit card journey? If you thrive in a fast-paced environment, enjoy leading cross-functional projects from concept to delivery, and can confidently influence stakeholders at all levels, we'd love to hear from you.

Who we are

Jaja is a UK‑based consumer finance business with a simple mission: to empower customers to buy, borrow and build using smart tech, strong data, and clear design. We launched our digital credit card in 2018 and we’re continuing to grow, with new products and experiences in the pipeline. Our goal is to strip out unnecessary complexity and give people more control over their money — or as we put it, Make Simple. Our values guide how we work: Care Deeply. Adapt & Thrive. Challenge Everything. Go For It. Own It. Make It Simple. We’re scaling quickly, and there’s a lot of exciting change happening across the business.

We’re looking for a Customer Lifecycle Manager to join the Customer team to develop new product lifecycle activities and lead strategic changes across our existing credit card customer base.  

You’ll be responsible for identifying and developing lifecycle management activities with the aim of growing engagement with our customers and supporting them with their borrowing needs. You’ll work with a wide range of internal (and at times external) stakeholders to define the objective and lead the assembled campaign team to deliver and then optimise the activity. You’ll also be responsible for leading strategic or tactical changes for customers; coordinating efforts across business areas, managing issues and challenges, and ensuring all KPIs are delivered to time. 

Key Accountabilities: 

• Lead the end-to-end delivery of lifecycle initiatives, such as credit limit increase and spend campaigns, coordinating cross-functional teams including Analytics, CRM, Technology, Compliance, and Operations. 

• Apply a highly analytical and data-driven approach to lifecycle management, leveraging customer behaviour, segmentation, predictive insights, and campaign performance data to inform strategy, optimisation and prioritisation. 

• Develop end-to-end customer lifecycle strategies from scratch across existing credit card portfolios and brands, driving engagement, profitability, and responsible lending outcomes. This can include, but not limited to card activation journeys and dormancy reactivation initiatives. 

• Write, build and optimise customer communications across all channels, ensuring messaging is relevant, compliant, and aligned to customer lifecycle objectives. 

• Establish and maintain a robust test-and-learn framework, using segmentation, A/B testing, and performance analysis to continuously improve campaign effectiveness and customer outcomes. 

• Proactively manage risks, dependencies, governance requirements, and regulatory considerations throughout the lifecycle management process. 

• Provide regular portfolio performance updates, campaign results, and strategic recommendations to senior leadership and key stakeholders 

• Build strong stakeholder relationships across the business, ensuring alignment on priorities, effective decision-making, and successful execution. 

Essential skills and experience 

• Experience developing and managing customer lifecycle activities  

• Excellent project management skills, including planning, critical thinking, and adaptability 

• Excellent stakeholder management skills, with experience collaborating closely with a range of people to achieve common goals 

• Excellent verbal and written communication skills. 

You should apply if:  

• You love rolling up your sleeves to get things done and enjoy leading activities from start to finish 

• You care deeply about helping customers manage their money and want to make a big impact quickly 

• You love collaborating with people to make things happen 

What's in it for you?  

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever   
• Competitive salary   
• Pension contributions, including Salary Exchange facility 
• Annual bonus potential
• Private medical cover provided by Vitality (optional benefit)
• 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days). 
• Your birthday off each year as an additional day's holiday
• 4x life insurance cover 
• Access to our confidential Employee assistance programme