Customer Marketing Manager London, England
Job description
We're now recruiting a Customer Marketing Manager to have responsibility for the design and execution of segmented customer communications to grow customer volume, engagement, and revenue in line with targets, through the effective management of the complete customer lifecycle from the point of onboarding using insight and analysis.
What does the job involve?
You’ll work closely with the Senior Customer Marketing Manager to oversee the delivery of the customer strategy by leading the design and execution of end-to-end customer communications, including customer onboarding programmes, cross-sell and engagement.
To achieve this, you’ll be working with key team members across Brand, Marketing, Product, UX, Data & Analytics and CRM to ensure and evidence based, insight led approach to integrated, cross-channel customer communications (right customer, right message, right time, right place, right frequency).
You’ll develop effective relationships with key suppliers and agencies and have the ability to hold individuals and teams to account, to ensure communications are delivered to the highest standards and drive disruption, engagement, and behavioural change in line with agreed targets and metrics. This will be underpinned by an always on approach to test-measure-learn-improve.
This position requires effective stakeholder engagement and campaign planning to ensure customer engagement programmes are delivered to the highest standard, on time and within budget to contribute against customer and commercial KPIs’.
AJ Bell is one of UK’s largest and best regarded investment platforms – We’re a Which? Recommended provider, four years running. Over 455,000 customers, including 282,000 D2C customers, trust us with their investments and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.
Key Responsibilities
- Manage the design and execution of 1-2-1 Customer Marketing (CRM) campaigns aimed at successfully onboarding new customers, unlocking customer value, and improving engagement.
- Embed an always on approach to test-measure-learn to continuously optimise customer and commercial outcomes
- Work closely with Data, Insights and Analytics who oversee the CRM solution (Bloomreach – similar to Salesforce / Adobe) to enable an efficient and where possible automated approach to targeted, segment-based customer communications across a range of channels including e-mail, website, app and social
- Work closely with Data, Insights and Analytics, Product and UX to review and recommend opportunities to improve key customer journeys, from segment-based onboarding to cross-sell, stimulation, and engagement.
- Effective campaign planning through the creation of end-to-end comms timing plans which account for all key milestones.
- Effectively manage and influence internal and external stakeholders to ensure activity is delivered within timing plans and is aligned (with Brand & Acquisition) to the highest of standards
- Create and communicate clear, tight briefs for key internal (i.e., Internal Studio, copywriters) and external (Agencies) stakeholders which provider clarity of direction underpinned by customer insight to enable individuals to deliver their best work
- Review and critique customer creative and communications in a manner that is productive, constructive and enables stakeholders to adapt as necessary to deliver to the highest standard
- Day-to day supplier management with our voucher reward provider (refer a friend), working closely with Customer Team to ensure SLAs are met. Continue reviewing processes and recommending efficiencies that can be made to automate
- Continuously (weekly/monthly) update the customer dashboard to monitor, report and track how activity is performing against key metrics ranging from Net Funded Customers (NFC), average Assets Under Administration (AUA), Lifetime Value (LTV), engagement (NPS, product usage), average product holdings and cross-sell take up together with campaign performance metrics (open rates, click through rates etc)
- Regularly review (monthly / quarterly), spot trends and recommend areas of improvement based on available reporting and test-measure-learn outcomes
- Tracking and reconciliation of marketing budgets – ensuring activity is delivered within agreed budget
- Approval of all content in line with the financial promotions approval process
- Ongoing monitoring of competitors, understanding and anticipating audience needs and where AJ Bell can improve how we deliver on this
- Manage the Senior Executive: Marketing Operations Communications, to oversee the delivery of BAU, regulatory and other mandatory communications as required
- Lead and nurture talent within the team to develop tomorrow’s leaders and support individuals in line with their career ambitions at AJ Bell
- Acting as quality control on all communications produced in the team before they are sent, to ensure 100% accuracy
- Ensure agreed standards of Consumer Duty (and other regulatory initiatives) are embedded into team communications and processes
About you:
Essential
- Passionate about personal finance
- Experience in competitive, customer centric, commercial regulated and fast paced environments
- Customer obsession – Insight and evidence based approach to identify and meet customer needs
- Passionate about people and cultivating outstanding relationships
- Creative thinking and problem solving
- Clear, effective and persuasive verbal and written communication skills
- Strong project management / campaign planning
- Able to organise multiple tasks and priorities
- Strong attention to detail
- Experience with email marketing systems (i.e., Salesforce, Adobe, Bloomreach)
- Experience creating customer journeys
- Marketing qualifications (i.e., Degree in related field, CIM or other relevant marketing or professional qualifications)
- Marketing experience (5+ years)
Preferred
- Line management experience
- Experience with testing frameworks
- Knowledge of our AJ Bell products and services
- Experience with retail financial services products
- Advanced Excel skills
About us:
AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers, to DIY investors with little to no experience. We have over 455,000 customers using our award-winning platform propositions to manage assets totalling more than £68.6 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.
Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.
Headquartered in Manchester with offices in central London and Bristol, we now have over 1200 employees and have been named one of the Sunday Times ‘100 Best Companies to Work For’ for five consecutive years.
There are opportunities for growth and professional development for employees wanting to progress within their career including induction training and our study support scheme which is part of our benefits package.
There is an active programme of social events throughout the year, which are open to all employees.
In return we will provide all the training and support you need in order to develop within your role.
What we offer:
- Competitive starting salary
- Generous holiday allowance of 27 days, increasing up to 30 days with service, plus bank holidays
- Holiday buy/sell scheme
- Hybrid working policy
- Casual dress code
- Discretionary bi-annual bonus
- Contributory pension scheme
- Buy as you earn share scheme
- Free shares scheme
- Paid study support for qualifications
- Enhanced maternity/paternity scheme from day one
- Bike loan
- Season ticket loan portal
- Discounted PMI and Dental
- Free gym
- Paid volunteering opportunities
- Free social events and more
AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.
We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010. All decisions to hire are based on qualifications, merit and business need.
