Customer Lifecycle Manager

About us: We are one of the top three automotive retailers in the UK, proudly representing 32 manufacturer brands, selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland.

We believe our people are our greatest asset, and we’re committed to recognising the valuable contribution each person makes. That’s why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.

Customer Lifecycle Manager
Location: East Midlands - Hybrid - with travel as required
Salary - Competitive
Contract: 6 Month Fixed Term Contract

About the Role

We are seeking a driven and customer-focused Customer Lifecycle Manager to join our team. This is a key role responsible for designing, building and executing targeted customer communications across the full lifecycle..

This is a hands-on, delivery-focused role requiring strong experience of building journeys and campaigns in platforms like Dotdigital, alongside strong cross-functional working to get things done.

Key Responsibilities

• Define, build and optimise multi-channel customer journeys across email and SMS, spanning the full customer lifecycle including new enquiry, vehicle purchase, aftersales and service reminders, retention and win-back

• Own end-to-end journey management in Dotdigital - including programme logic, triggers, segmentation, and A/B testing

• Continuously review journey performance and make data-led optimisations to improve engagement, conversion and retention metrics

• Write clear, engaging and on-brand copy for all email and SMS communications, tailored to different lifecycle stages and audience segments

• Work with the design team to create highly engaging and responsive communications, and lead the build of email templates and modular content blocks using HTML and Dotdigital's drag-and-drop tools

• Coordinate with stakeholders across Marketing, Commercial and Digital teams to define briefs, confirm propositions, define target audiences and agree campaign strategy

• Ensure accurate audience segmentation and data selection for every campaign, working with available data to build relevant, targeted lists

• Identify trends, opportunities and areas for improvement through ongoing performance analysis

Key Skills & Experience

• 3-5 years' experience in a CRM or lifecycle marketing role, ideally within a B2C environment

• Proven hands-on experience with an ESP or marketing automation platform; experience with Dotdigital is highly desirable

• Strong HTML skills for building and editing email templates and content blocks

• Demonstrated ability to write compelling, conversion-focused copy across email and SMS

• Competent in Microsoft Excel for data analysis, campaign reporting and audience segmentation

• Experience designing and building automated customer journeys, including trigger logic, branching and personalisation

• Ability to manage multiple campaigns simultaneously in a fast-paced environment

• Strong stakeholder management skills and confidence in cross-functional collaboration

• Commercially aware with the ability to connect CRM activity to business outcomes

What We're Looking For!

• Experience in the automotive retail sector or a similarly considered-purchase environment

• Self-starter with the ability to hit the ground running in a contract role with limited onboarding time

• Highly organised with strong attention to detail

• Proactive and solutions-focused, comfortable navigating ambiguity

• Collaborative team player who builds strong relationships across departments

• Curiosity-driven approach to data and performance - always looking for ways to improve

Why Join Lookers?

If you’re passionate about creating exceptional customer journeys and want to make a real impact, we’d love to hear from you.

Submit your application today!

Core Benefits:

• Competitive salaries with structured pay scales and progression as you grow within the business

• Generous annual leave that increases with your length of service

• Enhanced family leave, including 6 months’ full pay for maternity and adoption leave, and 2 weeks’ full pay for paternity leave

• Access to Techscheme for discounted technology purchases with flexible payments

Health & Wellbeing:

• Eyecare vouchers to help cover vision care needs

• Smart Health – 24/7 access to GP services to support your mental and physical wellbeing

• Dental insurance for everyday dental care and unexpected treatments

• Optional critical illness cover for peace of mind during life's most challenging moments

Financial Wellbeing:

• MyView PayNow – access a portion of your pay as you earn, with features to stream, save, and track your money through a user-friendly app

• Free will writing services to help plan for the future

• Flexible life assurance options and partner life assurance for added protection

Leisure & Lifestyle:

• Discounted gym memberships to support an active lifestyle

• Travel insurance to help you explore with confidence

• Access to home and technology vouchers

• bYond card and a wide range of exclusive retail and lifestyle discounts

We strongly believe in nurturing and providing our people with specific manufacturer brand and management training to enhance career development opportunities. We have a great bunch of people, and we like to celebrate and encourage success at all levels.

Lookers and Charles Hurst are an equal opportunities employer. We are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check. For roles that require you to drive, a driving licence check will also be carried out. Please note, all offers of employment are made subject to a 6 month probation period commencing from your start date.

We take our data protection responsibilities very seriously and are committed to upholding and respecting your privacy rights. Information about how we will process your data including the types of data we collect, the purposes for which we use it, who we may share it with and how long we keep it are set out in our privacy notice. It also includes information about your individual privacy rights. Please make sure you read our Privacy Notice so that you understand how we may collect and use your data.