Job Description THE ROLE We’re looking for a Senior Product Manager (Growth & Retention) to own the post‑settlement customer lifecycle and shape the journeys that define how customers experience Lumi. Your mission is to shift customers from “single‑use borrowers” to long‑term partners by uplifting the lifecycle value proposition, removing operational friction, and building an ecosystem of offers and product experiences that drive activation, utilisation, and retention. This role is the commercial bridge at Lumi. You are someone who understands the P&L as well as the user experience. You will work at the intersection of Risk, Finance, and Data to evolve our product logic, translating commercial parameters into seamless customer experiences that drive measurable bottom-line impact. Scope: You own lifecycle growth end‑to‑end across: Commercial Product Logic: Define opportunities to refine offer structures and eligibility rules to drive LTV. Customer Experiences: Own the Portal and in-product journeys that drive activation and utilisation. Retention Engine: Own the intelligent, data-driven monitoring and renewal mechanisms that enable proactive, frictionless renewals. Lifecycle Communications: Own the lifecycle comms strategy (email/SMS/in-app) to support activation, utilisation, and renewals. WHAT YOU WILL OWN Commercial Impact: Develop a deep understanding of unit economics and identify LTV/profit opportunities. Collaborative Offer Design: Partner with Finance and Risk to iterate offers and parameters using behavioural and funnel insights. Roadmap Leadership: Own and execute the strategic roadmap for lifecycle capabilities (Activation, Utilisation, Retention). Data-Driven Influence: Build business cases and demonstrate impact of journey comms improvements. Cross-Functional Orchestration: Align Growth, Risk, Finance, Data, and Engineering on the commercial “why”. The “Product Brain”: Own the operating model for lifecycle logic, including rule reviews, monitoring/alerting, and a cadence for optimisation informed by performance and customer outcomes. YOU WILL BE MEASURED ON Portfolio Growth: Increasing the total value of the post-settlement book through improved retention and facility utilisation. Customer Lifetime Value (LTV): Driving higher revenue per customer by reducing churn and optimising the lifecycle funnel. Commercial Influence: Your ability to use data and product insights to successfully evolve our offer strategy and logic.
