Customer Lifecycle Manager
Hereford, England, United Kingdom
Type: Permanent, Full time
Working Pattern: Hybrid (3 days a week onsite)
The Opportunity🚀
As MandM continues to evolve our digital customer experience, we are introducing an exciting, brand-new role with the freedom to make it entirely your own. We are looking for a Customer Lifecycle Manager to lead our automated customer journeys across digital storefronts and direct communications. If you are passionate about CRM automation, driving change, and turning insight into growth, this is an opportunity to make a significant impact.
Who Are we?
MandM is one of the biggest employers in Herefordshire and one of Europe’s leading online, off-price retailers, selling branded Fashion, Sport & Outdoor products for Men, Women and Children.
We offer our customers fantastic value by partnering with companies who we have built long term relationships with, enabling us to offer our customers big household names and up-and-coming brands, giving fantastic value all year round.
We are located in the heart of Hereford City Centre in our brand new, state of the art office. The modern, stylish workspace was designed to encourage collaborative working, teamwork and creativity - everything that MandM is all about.
As our business continues to grow we are recruiting for a talented Customer Life Cycle Manager to join our growing team.
Why not come be a part of our journey to success and take advantage of all MandM can offer you!
More than a role
✨ Competitive Salary: Your talent deserves recognition
🤝 Giving Back: 2 days paid volunteering to support a cause you care about
🚀 Career Growth: Opportunity to grow
🎁 Staff Discounts: Stay stylish with our exclusive discounts.
🏦 Company Pension: Secure your financial future.
🏖️ Generous Holiday Allowance: Enjoy 5 weeks of well-deserved breaks. You even have the option to buy an extra week
🎁 Birthday Delight: Take your special day off to celebrate YOU
🚗 Free Parking
💊 Health & Wellbeing programme; we’ll look after you
The Role Scope
As the Customer Lifecycle Manager (CLM) reporting into the Senior Content and Communications Manager, you are the operational lead and technical champion for MandM’s automated customer journeys across both digital storefronts (Web and App) and direct communications (Email and Push). You will lead the execution of triggered campaigns and oversee the technical transition of capabilities from our external agency partner into an empowered internal team.
Role key responsibilities:
✨Customer Lifecycle Strategy & Journey Orchestration
-
Partner closely with the Customer Engagement team to turn journey blueprints into automated campaigns across web, app, email, and push.
-
Design, test, and refine end-to-end lifecycle journeys—including onboarding, activation, retention, habit creation, and win-back—to maximize Customer Lifetime Value (CLTV).
✨ Automation Platforms & Triggered Journeys
-
Act as the internal technical lead and platform expert for Bloomreach across all automated lifecycle channels.
-
Build Next Best Action capabilities using dynamic segmentation, purchase history, and behavioral triggers, including abandoned cart and browse campaigns.
-
Lead the technical transition of platform capabilities, scenarios, and templates from our external agency partner into an in-house function.
✨ Analytics, Testing & Team Leadership
-
Establish and drive a structured A/B test-and-learn framework across message copy, send timing, channel selection, and dynamic content.
-
Own lifecycle performance reporting, translating data into actionable insights focused on repeat purchase frequency, retention, and CLTV.
-
Provide direct line management, day-to-day coaching, and career development for the Senior CX & Communications Executive, upskilling the wider team along the way.