Manager - Customer Lifecycle Management (CLM)

About the Role

ACE Money Transfer is hiring a Customer Lifecycle Management (CLM) Manager to own how our customers behave after they join us: how quickly they make their first transaction, how often they send, how long they stay and how much value they generate over their lifetime. This is a senior role in a team that already has a defined lifecycle framework, signed-off KPI targets and an agreed governance model with Marketing.

The customer lifecycle is already mapped into defined stages, with named owners, handoff triggers between stages, confirmed 2026 KPI targets and two governance rules covering the boundary between Marketing and Growth. You will not be starting from a blank page. Your job is to take ownership of this framework, make it work day to day and push the numbers inside it.

You will own the Engagement & Lifecycle stage (Stage 2) in full and own ACE's CRM function end to end . You will also build and run the loyalty programme and set the lifecycle definitions and measurement models that the wider Growth team works within. For Activation & Onboarding (Stage 1) , you will design the activation journey and CRM triggers and co-own cohort targets with the Conversion Optimisation Lead.

For Retention, Win-back & Sunset (Stage 3) , you will set the framework, definitions, triggers and CRM infrastructure, while the Growth General Manager runs execution and the retention contact team. Acquisition sits with Marketing and is outside this role's scope. You will report to the Head of Growth and lead a small team of lifecycle specialists.

You will work closely with Product, Data/BI, Compliance and Marketing, and as a pair with the Growth General Manager, who is your peer.

Responsibilities

full ownership) Own the performance of the active transacting customer base end to end, from strategy through to execution. Increase transaction frequency, TPC and corridor depth across customer segments. Drive IAF referral performance and develop engaged customers into a growth channel. Design and run churn-prevention programmes that catch early signs of disengagement.

Deliver against the confirmed 2026 Stage 2 KPI targets and report performance to the Head of Growth. CRM Function Own ACE's CRM function end to end, including segmentation, journeys, triggers and campaign execution. Build and maintain automated lifecycle journeys across customer communication channels. Provide the CRM infrastructure and triggers that the Activation and Retention stages run on.

Make sure all CRM activity follows the Marketing–Growth governance rules and Compliance requirements. Loyalty Programme Build, launch and run ACE's customer loyalty programme. Measure its effect on frequency, retention and lifetime value, and refine it based on results. Work with Product, Finance and Compliance so the programme is commercially sound and compliant.

Lifecycle Framework & Measurement Own the lifecycle definitions, stage thresholds and handoff triggers used across the Growth team. Set the measurement models and KPI definitions that all lifecycle stages are measured against. Co-own activation cohort targets with the Conversion Optimisation Lead. Work with Data/BI so that lifecycle reporting is accurate and consistent.

Stage 1 & Stage 3 Partnership Design the activation journey and CRM triggers for the Activation & Onboarding stage. Set the framework, definitions and triggers for the Retention, Win-back & Sunset stage, and work closely with the Growth General Manager on execution. Make sure handoffs between stages are smooth and clearly defined.

Team Leadership & Collaboration Lead, coach and develop a small team of lifecycle specialists. Work closely with Product, Data/BI, Compliance and Marketing to deliver lifecycle initiatives. Use testing and experimentation to prove the incremental impact of lifecycle activity.

Requirements

graduation (Bachelor's degree). 5+ years of relevant experience, ideally in app growth or fintech growth . Proven experience owning customer lifecycle, CRM or retention performance in a digital or app-based business. Hands-on experience with CRM and marketing automation platforms. Experience building or running loyalty, rewards or referral programmes.

Strong understanding of lifecycle metrics such as activation, frequency, churn, retention and customer lifetime value. Experience leading a team. Soft Skills & Leadership Execution focus: turns an existing framework into measurable results. Commercial and analytical mindset: links lifecycle activity to revenue and retention.

Accountability: comfortable being measured against hard KPI targets. Partnership: works effectively with peers under shared goals. Stakeholder management: works effectively across Product, Data/BI, Compliance and Marketing. People leadership: coaches and develops a high-performing team. Communication: clear and structured with Growth leadership. 4. Job Details Location: Lahore, Pakistan Job Type: Full-time, permanent, onsite Working Hours / Shift: 01:00 PM to 10:00 PKT Department: Growth Reports to: Head of Growth About ACE Money Transfer ACE Money Transfer is a UK-based multinational fintech headquartered in Manchester, United Kingdom. We provide fast, secure and affordable online remittance services to customers in 29 countries across the UK, Europe, Canada and Australia, and we enable cross-border money transfers to 100+ countries worldwide. Every day, our platform helps people support their families, pay for education and build better futures across borders. As part of the wider ACE Group, we combine a fast-paced growth culture with strong regulatory standards and a commitment to innovation in digital payments. At ACE you will work with talented, diverse teams across multiple regions and take real ownership of work that matters. You will also help shape the future of global money movement. Learn more: ACE Money Transfer Company Profile