Head of Customer Engagement & Retention

We’re IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.

We are ambitious. Over 340,000 people already use our platforms.

We’re global with offices in 18 countries and products in 16 regions.

We’re hungry to move faster, ship better product for our customers and grow our user base.

We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers.

We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth.

We are seeking an experienced Head of Customer Engagement and retention in our Global Marketing hub in Singapore, to drive customer lifecycle strategy and execution across the full customer journey, maximizing engagement, lifetime value, and retention across all marketing channels. 

Key Responsibilities: 

• Define lifecycle marketing strategy from onboarding through retention and winback across all channels 

• Lead lifecycle team covering engagement, triggers, retention, CRM operations, web, social, content, and SEO 

• Own lifecycle KPIs: activation rates, engagement, churn, LTV, retention rates, organic traffic, and social performance 

• Partner with product, analytics, and technology teams to optimize customer journeys and conversion funnels 

• Drive integrated customer engagement through owned channels: email, push, SMS, social media, web, and content marketing 

• Oversee organic growth strategy including SEO, content marketing, and social organic reach to complement paid initiatives 

• Manage lifecycle budget and MarTech investments across CRM, marketing automation, analytics, and content platforms 

Requirements: 

• 12-15 years marketing experience with 5+ years in lifecycle/CRM leadership roles 

• Proven track record driving measurable improvements in customer metrics and lifetime value 

• Deep expertise in marketing automation, personalization, segmentation, and customer data platforms 

• Strong understanding of marketing technology stack, including CRM, marketing automation, CDP, and analytics platforms 

• Experience with SEO, content marketing strategy, and organic growth initiatives 

• Demonstrated leadership in social media strategy and community engagement 

• Proven ability to manage complex multi-channel programs and marketing technology investments 

• Strong analytical and commercial acumen with ability to interpret marketing data and optimize for ROI 

• Strategic thinker with ability to develop integrated lifecycle strategies across all customer touchpoints 

• Experience leading and developing high-performing teams across multiple disciplines (CRM, analytics, content, social, web) 

• Knowledge of financial services products and customer behavior highly desirable 

• Stakeholder management capability at executive level 

• Familiarity with privacy regulations (GDPR, CCPA) and ethical marketing practices