Customer Lifecycle Management (CLM) Growth Specialist

About us:

ACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. ACE Money Transfer provides online remittance services to individuals in 29 countries across the UK, Europe, Canada, and Australia, enabling them to send money across borders in over 100 countries.

About The Role

ACE Money Transfer is looking for a commercially sharp, data-obsessed Customer Lifecycle Management (CLM) professional to own the end-to-end customer funnel. Sitting at the intersection of Growth, Product, and Data, this role is responsible for converting acquisition investment into sustained customer value by managing every stage of the customer journey: from first transaction through to long-term retention and reactivation.

This is a high-ownership role. The CLM Specialist will define lifecycle strategy, build the measurement frameworks that govern it, and execute campaigns and automations that move customers through the funnel. You will work closely with the Head of Growth, BI, Compliance, and Product to ensure that every intervention is insight-led, commercially justified, and operationally sound.

Key Responsibilities:

Funnel Ownership and Strategy

• Own the full customer funnel from first transaction to churn and reactivation, with clear accountability for conversion, retention, and repeat-transaction rates
• Define and maintain ACE's Customer Lifecycle framework, including lifecycle stages, activation milestones, churn definitions, and reactivation criteria, aligned to approved BI taxonomy
• Build and maintain a lifecycle roadmap with prioritised interventions tied to commercial targets
• Translate acquisition cohort data into lifecycle strategy, ensuring CAC assumptions are validated against downstream LTV performance
  
  

Campaign Execution and CRM:

• Design, execute, and optimise lifecycle campaigns across email, push, SMS, and in-app channels, targeting the right customer segment at the right funnel stage
• Build automated lifecycle flows covering: onboarding and first-transaction nudges, dormancy triggers, win-back sequences, and loyalty/repeat-send incentives
• Own segmentation logic, ensuring customer cohorts are accurately defined and consistently applied across all lifecycle touchpoints
• Manage referral programme lifecycle touchpoints, including reward fulfilment communications and fraud-trigger escalation pathways
  
  

Data, Reporting, and Attribution:

• Own lifecycle performance reporting: cohort conversion rates, activation rates, churn rates, reactivation rates, and cost per converted pair for incentivised programmes
• Work with BI to ensure lifecycle metrics are correctly implemented in dashboards and that threshold definitions (30/45/60-day churn, Activated vs Active) are applied with zero drift
• Conduct regular funnel analysis to identify drop-off points, segment performance gaps, and intervention opportunities
• Build and maintain A/B test frameworks for lifecycle campaigns, reporting results with statistical rigour and actionable recommendations
  
  

Cross-Functional Collaboration:

• Partner with Finance, Compliance and the MLRO function to ensure all lifecycle campaigns, incentive mechanics, and customer communications meet regulatory requirements across all operating corridors
• Work with Product to influence in-app lifecycle experiences, including onboarding flows, transaction nudges, and loyalty features
• Collaborate with Marketing for Paid and SEO to ensure acquisition-to-lifecycle handoff is seamless, with consistent messaging and cohort tracking
• Brief creative and content requirements clearly, with segment-level personalisation logic documented for execution teams
  
  

Governance and Fraud Awareness:

• Apply lifecycle programme governance rigorously, flagging anomalies such as same-beneficiary loops, shared IP patterns, and velocity spikes for Compliance review
• Maintain clear documentation of programme rules, eligibility criteria, and disqualification thresholds, updated in line with any Compliance or MLRO guidance
• Contribute to post-campaign reviews that include fraud exposure assessment alongside commercial performance
  
  

Qualifications:

Minimum Graduation & related certifications will be a plus.

Skills and Experience:

Essential:

• 4+ years in CRM, lifecycle marketing, or growth at a consumer fintech, remittance, or e-commerce company
• Hands-on experience with CRM/automation platforms (Braze, Clevertap, Iterable, HubSpot, or equivalent)
• Strong analytical capability: comfortable building cohort analyses, reading funnel data, and working with BI teams on metric definitions
• Clear grasp of funnel economics: CAC, LTV, payback periods, and activation/churn thresholds
• Experience operating in a regulated environment with Compliance and legal stakeholder exposure
• Proven ability to document processes, programme rules, and governance frameworks to professional standard
  
  

Desirable:

• Direct experience in international money transfer, remittance, or cross-border payments
• Familiarity with referral programme design and incentive mechanics, including fraud pattern recognition
• Experience working with South Asian or African diaspora customer segments
• Prior exposure to multi-corridor growth programmes with nuanced localisation requirements
  
  

Core Competencies

• Data Fluency: Interprets funnel data confidently; builds arguments from numbers, not assumptions
• Commercial Acumen: Understands unit economics and makes decisions with cost, LTV, and margin in mind
• Ownership Mentality: Takes accountability for outcomes, not just activities; proactively identifies problems before they escalate
• Cross-Functional Influence: Works effectively across Finance, Growth, Compliance, Product, and BI without formal authority
• Compliance Awareness: Understands that growth levers operate within regulatory constraints; escalates cleanly and without friction
• Structured Communication: Documents decisions, frameworks, and programme rules clearly and to a consistent standard
  
  

ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile

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