Head of Customer Lifecycle & Engagement

Our Story

Hello there. We’re Zopa.

We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!

We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife

Zopa is building the home of money — and we’re at a turning point in how we engage, retain and grow our customers.

We’re hiring a leader to build and lead our customer lifecycle capability end-to-end: strategy, execution, technology and team. This role owns how we communicate with customers across their full relationship with Zopa — from activation through to retention, cross-sell and long-term value

This is a hands-on leadership role in a regulated, data-rich environment — ideal for someone who has built or transformed a CRM / lifecycle function before and wants to do it again with real ownership and impact. If you’re excited by complexity, imperfect starting points, and the chance to shape how millions of customers experience a modern digital bank — we'd love to hear from you!

What you’ll be doing::
• Set CRM strategy
• Define a multi-year CRM and customer engagement strategy aligned to Zopa’s growth ambitions
• Translate strategy into a clear roadmap, priorities and success metrics
Build scalable customer engagement
• Design lifecycle-led, personalised journeys across email, app, push, SMS and in-product channels
• Own segmentation, targeting and next-best-action approaches
Own CRM tech & data direction
• Lead CRM platform evolution and martech migration in partnership with Product, Data and Tech
• Ensure data quality, governance and measurement underpin all CRM activity
Lead & grow the team
• Lead and develop a high-performing CRM team
• Evolve team structure and capabilities to meet future needs
Drive outcomes
• Own CRM performance against engagement, cross-sell and customer value metrics
• Embed test-and-learn and continuous optimisation

About you::
• Leadership experience in CRM /customer engagement within a digital, data-driven business
• Proven track record of building or transforming CRM capabilities
• Experience owning commercial outcomes, not just execution
• Exceptional strategic and analytical thinker
• Deep understanding of CRM platforms, data and automation
• Confident influencing senior stakeholders
• Experienced people leader through change
• Clear communicator with sound judgement

At Zopa we value flexible ways of working.
We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week.

You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

*Subject to having the right to work in the country of choice

Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.