Connecting clients to markets – and talent to opportunity

With 4,300 employees and over 400,000 retail and institutional clients from more than 80 offices spread across five continents, we’re a Fortune-100, Nasdaq-listed provider, connecting clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.

Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, The StoneX Group is made up of four segments that offer endless potential for progression and growth.

Business Segment Overview:

Corporate: Engage in a deep variety of business-critical activities that keep our company running efficiently. From strategic marketing and financial management to human resources and operational oversight, you’ll have the opportunity to optimize processes and implement game-changing policies.

Position Purpose: The Director, Client Lifecycle & Value Management will play a pivotal role in shaping and executing StoneX’s global customer engagement and retention strategy for self-directed business. Reporting to the Global Head of Self-Directed Marketing, this role bridges marketing strategy, customer insight, and technology to deliver personalized, impactful, and scalable client experiences that drive long-term value.

As part of the global marketing team, the role will lead Client Value Management, Lifecycle Strategy, and requirements for CRM Enablement, collaborating closely with self-directed regional marketing, product, and client-facing teams to ensure a seamless customer journey across all global markets.

Primary duties will include:

Client Lifecycle & Segmentation

• Develop and execute a comprehensive lifecycle marketing strategy covering:
• Onboarding & Nurture
• Retention & Value Development
• Churn Prevention & Reactivation
• Upsell & Cross-Sell
• Implement client segmentation frameworks that balance behavioral, demographic, and value-based insights.
• Partner with regional and global teams to design journeys that align with client needs and market conditions.
• Continuously refine lifecycle programs using data-led insights, feedback, and performance analysis.

Customer Value KPIs

Take ownership of core CVM and CRM metrics, including:

• Fund-to-Trade Rate
• Active Client Retention / Churn
• Reactivation Rate
• Incremental Trading Volume and Revenue
• Campaign & Communication Performance
• Customer Lifetime Value

Marketing Strategy & Execution

• Develop personalized and timely communication strategies across email, SMS, push, What’s app, and in-app channels.
• Ensure campaigns deliver the right message, at the right time, through the right channel.
• Partner with data and tech teams to enhance automation workflows and ensure CRM infrastructure scalability.
• Lead initiatives to upgrade client communications with live content, market insights, and interactive features.
• Support the development of pricing, incentive, and promotional strategies that enhance client loyalty.
• Collaborate with the HNW team to design tailored programs for high-value and professional clients.

Data Intelligence & Targeting

• Build and maintain data models, audience segments, and trigger rules to enable personalized, real-time client communication.
• Manage eligibility and suppression logic (compliance, KYC, opt-ins) to ensure data integrity and regulatory adherence.
• Own and optimize real-time data pipelines and event-based triggers (e.g., market volatility, news events, price alerts).
• Partner with global data and analytics to develop next-best-action algorithms, propensity scoring, and predictive models.
• Govern data consistency and quality across omnichannel CRM platforms (email, push, SMS, in-app, WhatsApp, on-site personalization).

Process, Reporting & Governance

• Oversee lifecycle campaign planning, execution, and reporting.
• Implement best practices for campaign approvals, QA, and audit trails.
• Ensure all client communications meet compliance, legal, and brand standards.
• Manage departmental planning, forecasting, and budgeting.
• Lead continuous improvement efforts, implementing “test, learn, and optimize” processes across lifecycle initiatives.
• Ensure consistent documentation and visibility of all communications across teams.

Qualifications & Experience:

Education

• Bachelor’s degree in Data, Marketing, Business, or a related field.
• Advanced qualifications (MBA or equivalent) are an advantage.

Experience

• Minimum 10+ years in client lifecycle marketing, CRM, or customer value management within global financial services, fintech, ecommerce, gaming or trading environments.
• Proven track record in
• developing and optimizing customer engagement programs across multiple channels.
• creating, managing and optimizing rules based, data driven, automated multi channel trigger comms.
• Hands-on experience with CRM and marketing multichannel automation platforms (Salesforce, Braze, Adobe, Dynamics, or similar).
• Strong understanding of client behavior, segmentation, and campaign performance measurement.

Skills & Attributes

• Strategic, data-driven thinker with strong executional discipline.
• High affinity to delivering scale and efficiencies through the use of AI and technology solutions
• Excellent communication and stakeholder management skills.
• Collaborative, commercially minded, and results-driven.
• Highly organized with the ability to manage multiple projects simultaneously.
• Passionate about driving meaningful, data-informed customer engagement

Working Environment

• 4 days per week onsite, 1 day per week remote