Head of Client Lifecycle Management

Responsibilities

• 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
• Why join us?
• We're on an exciting journey to transform our Group and the way we're shaping finance for good. We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.
• What we're looking for?
• 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.
• 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

Additional Information

Head of Client Lifecycle Management London Full time Posted Yesterday 159223 End Date Friday 03 July 2026 Salary Range £0 - £0 We support flexible working - click here for more information on flexible working options Flexible Working Options Hybrid Working Job Description Summary 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. Job Description JOB TITLE: Head of Client Lifecycle Management SALARY: Competitive LOCATION(S): London and Bristol HOURS: Full Time WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. About this Opportunity: 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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Lloyds Banking Group? Share your experience