Customer Engagement & Lifecycle Manager
About the Role
We are looking for a Customer Engagement & Lifecycle Manager to lead customer retention, activation, and rewards-driven engagement initiatives for our lending and revolving credit products.
This role is responsible for creating data-driven customer campaigns that increase customer usage, improve retention, reduce inactivity, and grow portfolio value. The ideal candidate has strong experience in credit cards, consumer lending, fintech, or banking, particularly in customer lifecycle management, CRM, loyalty, and engagement programs.
The role will work closely with Marketing, Risk, Analytics, Operations, and Product teams to deliver high-impact customer engagement strategies across multiple communication channels.
Key Responsibilities
- Develop and execute customer engagement and lifecycle strategies for lending and revolving credit products
- Drive customer activation, retention, reactivation, and portfolio growth initiatives
- Create and optimize targeted campaigns using customer insights and behavioral data
- Manage customer engagement across channels such as SMS, push notifications, email, and call center
- Lead rewards, loyalty, and spend activation initiatives to improve customer usage and retention
- Monitor campaign performance, analyze results, and recommend improvements
- Collaborate with Risk, Marketing, Product, Analytics, and Operations teams to ensure effective execution
- Lead and manage a small engagement team (2–3 members)
Qualifications
- Bachelor's degree in Business, Marketing, Economics, Management, or related field
- At least 6 years of experience in CRM, customer engagement, lifecycle marketing, retention, or portfolio management
- Minimum 2 years of people management experience
- Strong background in:
- Credit cards
- Consumer lending
- Fintech
- Banking or financial services
- Experience handling revolving credit, customer retention, rewards, or loyalty programs is highly preferred
- Strong analytical and campaign management skills
- Experience in A/B testing, segmentation, and customer journey management is an advantage
- Excellent communication and stakeholder management skills
Preferred Background
Candidates from the following industries are highly preferred:
- Banks / Credit Cards
- Digital Banks
- Fintech
- Consumer Lending
- Telco CRM / Loyalty / Customer Value Management (CVM)
Work Setup
- Hybrid work arrangement - 3x onsite per week
