Loyalty & Retention Lead at interactive investor

interactive investor is an award-winning investment platform that puts its customers in control of their financial future.

We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 450,000 customers.

For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.

We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.

PURPOSE OF ROLE:

As Loyalty and Retention Lead, you will play a key role in shaping and delivering ii’s customer loyalty and retention strategy. Operating at the heart of the Engagement function within the Customer Value team, you’ll be responsible for designing data-led initiatives that reduce customer churn, increase customer revenue, and strengthen emotional and transactional loyalty.

This role blends strategic thinking with hands-on delivery. You’ll lead cross-functional initiatives to optimise lifecycle journeys, improve tenure and advocacy, and drive continuous improvement in customer value outcomes. You will act as a subject matter expert on customer loyalty, combining insight, journey thinking, and campaign execution to deliver measurable commercial impact.

Requirements

KEY RESPONSIBILITIES:

Strategic Loyalty & Retention Planning

• Develop and own elements of the Loyalty and Retention strategy in alignment with customer lifecycle stages, commercial goals, and customer needs.

• Identify and size retention risks, loyalty growth opportunities, and value uplift levers across key customer cohorts using segmentation, behavioural, and sentiment data.

• Champion the role of loyalty and retention in driving revenue growth, AUA, and customer tenure.

Customer Journey Optimisation

• Partner with the Commercial, CRM, Product, Operations and Customer Service to embed retention tactics, behavioural nudges, and personalisation at the journey level.

• Monitor and reduce lapse rates by addressing key pain points and proactively designing interventions.

Loyalty Programme Implementation & Optimisation

• Lead the implementation and optimisation of loyalty and recognition initiatives, ensuring they support customer goals and reinforce long-term engagement.

• Track programme effectiveness and continuously evolve based on performance data, customer feedback, and industry best practices.

Campaign Strategy & Delivery

• Oversee the planning, execution, and performance of multi-channel loyalty and retention campaigns, leveraging email, in-app, web, and direct channels.

• Drive segmentation and personalisation strategies to improve campaign relevance and impact.

• Collaborate with CRM, Content, and Data teams to deliver and scale successful communications.

Performance Management & Insight

• Own the regular reporting of loyalty and retention KPIs and initiatives, surfacing actionable insights through dashboards and reporting that feed into strategic planning and ExCo Performance Committees.

• Apply a test-and-learn mindset to continuously refine initiatives and campaigns through experimentation and measurement.

• Share results and insights with senior stakeholders to inform prioritisation and demonstrate value delivered.

Cross-Functional Influence & Collaboration

• Act as a key partner to Product, Data, Operations, and Service teams to embed customer value thinking across channels and journeys.

• Contribute to the strategic prioritisation of customer value opportunities across the Engagement function.

SKILLS & EXPERIENCE REQUIRED:

Essential Criteria

• Proven experience in a customer retention, lifecycle marketing, or customer loyalty role with measurable commercial impact.

• Strong understanding of lifecycle strategy, loyalty drivers, customer segmentation, and behavioural analytics.

• Experience managing multi-channel campaign delivery using tools such as Salesforce Marketing Cloud, or equivalent.

• Strong analytical skills with the ability to translate data into actionable insights and strategy.

• Experience working cross-functionally to influence product, content, and journey improvements.

• Commercial mindset with the ability to link loyalty initiatives to revenue, AUA, and customer growth outcomes.

• Excellent communication and stakeholder management skills.

Desirable Criteria

• Experience in financial services, fintech, or regulated industries.

• Familiarity with FCA regulations on customer communication and Treating Customers Fairly (TCF).

• Experience working with loyalty frameworks, customer value models (e.g., CLV), or rewards programmes.

• Comfortable using tools such as Power BI, SQL, or customer data platforms.

• Understanding of psychological/behavioural loyalty drivers and personalisation techniques.

Personal Attributes:

STRAIGHT TALKING     |     MOVING WITH SPEED      |       OWNING THE OUTCOME

• Clear communicator
• Strong team player
• Demonstrated passion and drive for delivering the best outcome
• Moving with speed – delivering faster and better
• Decisive and takes ownership of outcomes
• Not afraid to challenge and be open to challenges

Benefits:

• Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
• Life Assurance and Group Income Protection
• Private Medical Insurance – Provided by Bupa
• 25 Days Annual Leave, plus bank holidays
• Staff Discounts on our investment products
• Personal & Well-being Fund – Supporting your physical and mental wellness
• Retail Discounts – Savings at a wide range of high street and online retailers
• Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle

Please Note: We will do our utmost efforts to respond to all applicants. However, due to the high volume of applications we're currently receiving, if you haven't been contacted within 30 days of application, please consider unsuccessful.

interactive investor operates in accordance with the UK Equality Act 2010. We welcome applications from individuals of all ages, disabilities, gender identities, marital status, pregnancy/maternity, race, religion or belief, sex, and sexual orientation. We are committed to treating all applicants fairly and making reasonable adjustments where needed to support disabled applicants. We actively prevent all forms of discrimination, harassment, and victimisation—whether direct, indirect, associative, or perceptive