Senior Manager Customer Support Strategies

Business Unit: Credit Strategy

Location: UK Hybrid – Travel to a Hub at least once a month

Salary Range: £76,000 - £95,000 per annum DOE + benefits

Contract Type: Permanent

Our Team

Join our Existing Customer Management team and help shape the future of Unsecured Lending at Virgin Money. We’re on a mission to deliver innovative, data-driven strategies that support our customers through every stage of their journey. If you’re passionate about doing the right thing and leading with purpose, this is the role for you.

What you’ll be doing

• Customer Strategy Leadership: Lead the design and delivery of pioneering customer strategies across the lifecycle, supporting over 3.2 million customers and £6bn in assets.
• Customer Support Innovation: Develop and optimise strategies for persistent debt, minimum payments, vulnerable & at risk, and inactive accounts—ensuring fair outcomes and regulatory compliance.
• Data-Driven Insight: Use advanced analytics and segmentation to personalise customer treatment and improve engagement.
• Regulatory Engagement: Represent Virgin Money in key industry forums and regulatory discussions, helping shape the future of responsible lending.
• Team Leadership: Lead a high-performing team of c.6 credit risk professionals, fostering a culture of innovation, accountability, and continuous improvement.
• Deputise for the Head of Existing Customer Strategy: Provide strategic input and leadership across the wider Credit Strategy function.

We need you to have

• Proven experience in credit risk or customer strategy within financial services.
• Strong understanding of unsecured lending, customer lifecycle management, and regulatory frameworks.
• Detailed understanding of Credit Card P&L including the levers, impacts and consequences of strategy on commercial outcomes
• Demonstrated ability to lead teams and influence senior stakeholders both internally and externally working with third parties
• Experience using data and analytics to drive strategy development and performance optimisation.
• A passion for delivering fair customer outcomes and driving positive change.

It’s a bonus if you have but not essential

• Experience engaging with regulators and industry bodies (e.g. FCA, UK Finance, Credit Bureaus).
• Familiarity with credit decision systems and bureau data strategies.
• Experience with data / portfolio migration projects for integration

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)​ plus the option to buy more.
• Up to five extra paid well-being days per year​.
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

And there's no waiting around, you'll enjoy these benefits from day one.

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.