End Date

Monday 24 February 2025

Salary Range

£0 - £0

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

JOB TITLE: Head of CRM

LOCATION(S): London, Bristol, Chester, Halifax, Leeds or Edinburgh

HOURS: Full time

Salary: £104,992 - £146,650

WORKING PATTERN: Hybrid, 40% (or two days per week) in one of our office hubs mentioned above

About this opportunity

We’re searching for a CRM leader who can help our businesses grow faster by defining the consumer CRM strategy for the Group, optimising the decisioning which decides who gets what communications, and delivering standalone and triggered marketing communications in our owned channels (Email, IB, and App). Your job will be to deliver commercial growth through best-in-class customer communications.

You’ll be a keen strategist who can lead complex CRM processes, but you’ll also be an innovator who can think bigger and longer-term. You’ll see customers for what they are: real people with real needs navigating the ups and downs of life, and you’ll obsess about how our communications can usefully help along the way.

We’re running a matrix structure where Full Funnel Marketing Teams work with specialist Accelerators, of which this role leads one of, to deliver ground breaking marketing plans. So we need someone who is an arch collaborator first and foremost. If you are driven by team size, personal power and glory, then we’re not for you.

This is a building job as we scale the largest financial transformation in Europe. So if you are driven to make meaningful work with brilliant people, but aren’t afraid to roll up your sleeves and lead through doing, then please read on!

About us

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you’ll need

Reporting to one of our Consumer Marketing Directors, your key focus will be to:

• Develop and implement the overarching CRM strategy across all customer touchpoints, defining our frameworks for audience, channel, cadence, and approach to ensure outstanding customer communications.

• Work in partnership with the Full Funnel Marketing teams, deploying teams to agile pods under their leadership to design and optimise personalised campaigns that drive retention, advocacy, and depth of relationship. Your team will then take the lead on automating and optimising successful work, sharing and optimising results with the Full Funnel teams.

• Leverage customer data, segmentation, and behavioural insights to create highly targeted CRM campaigns.

• Map and analyse the entire customer lifecycle to identify key opportunities for engagement.

• Implement test and scale methods to optimize work success for Full Funnel Marketing teams.

• Coordinate and deploy all discretionary customer communications across email, in-app, push, and work in partnership with our Growth team to map out paid media opportunities.

• In partnership with the wider Marketing team, be responsible for the decisioning engine for the group to ensure we surface the right messages to the right audience at the right time across the customer lifecycle.

• Continually optimise and drive efficiencies in partnership with our Platform team to ensure we’re quick to market and able to scale through automation.

• Inspire and nurture the team to help create a culture of excellence and ensure we have the right people on the right problems and the team are fulfilled in their work.

Skills:

We’ll be looking for these skills and experiences. But we know careers, like life, don’t always go in a straight line. So if you don’t have some of these but think you’ve got what it takes, get in touch. We’ll be hiring for attitude, experience, and expertise in equal measure.

• Customer Relationship Management:Deep and proven experience creating and executing CRM strategies that optimise for audience, channel, and cadence across the customer lifecycle, to increase engagement, brand loyalty, and commercial outcomes.

• Decisioning Optimisation:Deep and proven experience optimising decisioning engines to ensure that outcomes for the business are maximised but never at the expense of customer experience or the happiness of our customers.

• Creative Delivery:Proven experience delivering innovative and effective creative in partnership with in-house studios, designed for owned channels.

• Automation:Practical experience making workflows as efficient as possible using automation and artificial intelligence.

• Management:You’ll have proven experience managing budgets, workflows and risks associated with delivering marketing. You’ll happily geek out over workflow tools such as JIRA, so we can focus our efforts to only the key priorities.

• Values & Behaviours:You’ll think ‘We’ not ‘Me’. You’ll be outstandingly collaborative with peers and colleagues across teams and this is demonstrated through your actions as well as your words. You’re not competitive over jurisdiction, team size, glory or power. You are humble, actively listen, and actively learn in order to create curious teams of T-shaped people that are non-competitive, psychologically safe, and achieve brilliant things together.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

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.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual bonus award, subject to Group performance

• 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

Ready for a career where you can have a positive impact as you learn, grow and thrive?Apply today and find out more.

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.

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