Senior Manager Customer Support Strategies

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Business Unit: Credit StrategyLocation: UK Hybrid - Travel to a Hub at least once a monthSalary 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.

Say hello to Virgin Money

Virgin Money is so much more than just a bank. As part of the?Nationwide group,?together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you'll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.

Be yourself at Virgin Money

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking - but fairer, more rewarding, and for the good of society.??We're committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.? ?

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks -?we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodi

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