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As head of Customer Marketing and Planning, you’ll lead the teams that plan, prioritise and create all the customer marketing at Nationwide. Unlike other banks, we are owned by and run for our members. 1:1 communications are a key part of the relationship we have with our customers, helping them throughout their financial lives and bringing the unique benefits of Nationwide to them.

Your remit will cover all our products and services and all our direct communications channels, from messaging in the app to email to paid digital activity. You’ll be accountable for driving performance and outcomes, partnering with leaders across Nationwide. You’ll lead our planning & partnering team that works with stakeholders across Nationwide, our customer communications team that create outstanding, personalised marketing content for customers and our paid digital team which ensures we are there when customers look for us in search, aggregators and the web at large.

You’ll join at an exciting period as we grow and transform our capability to be more personalised, more relevant and more useful to customers. This provides an unrivalled opportunity to lead through a period of transformational change and set the direction and blueprint for an enhanced and expanded team.

As a leader you’ll need a rare combination of skills: Being data literate, customer insight led and driven by outcomes. Being passionate about creative excellence and able to provide creative direction. And being exceptional at building relationships with stakeholders and shaping strategy. Using these skills, you will drive us towards our vision of achieving the best customer outcomes from personalisation of any bank, anywhere.

This role is within the Personalisation and Performance Marketing team (P&PM), reporting to the P&PM Director. P&PM sits within the Customer, Brand and Engagement function (CBE). CBE’s responsibilities include management of our member insights, experience, measurement, and strategy. CBE is accountable for our brand and reputation management alongside performance marketing and communications to members and stakeholders.

The P&PM team exists to drive personalisation across Nationwide covering both communications and broader experience, to deliver exceptional performance marketing which gets results and to optimise and measure brand advertising.

In addition to this role and remit, the P&PM team encompasses a range of capabilities which are essential to achieve exceptional outcomes. These include advanced analytics, data design & selections, personalisation strategy and marketing measurement and effectiveness. As part of this team, you’ll have all the elements you need to succeed close at hand.

At Nationwide we openly put our 15 million members at the centre of every decision we make as a business. Every role, no matter what it’s doing, is member focused.

Your success isn’t based on how long you spend at your desk. You’ll have contracted hours, but we’re always happy to support flexible working wherever we can. That might mean working from home or different Nationwide offices or agreeing a working pattern to help you balance work and life. We will always strive to find a way that works for everyone.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

This is a senior role and you will be leading leaders across the following domains:

• Planning and Partnering: Combining opportunities emerging from customer needs, requirements from stakeholders and Nationwide strategy to create prioritised, costed plans and relentlessly working to ensure they are delivered
• Customer Communications: Creating personalised marketing assets, copy and content that customers love.
• Paid digital: Ensuring we are there when customers look for us in search and aggregators, and that we maximise the opportunity to be present where customers are across the wider web including social and programmatic.

About you

You will have:

• Extensive experience of leading teams to deliver performance marketing and a track record of achieving challenging targets in a financial services context across a portfolio of activity
• Experience of marketing a wide range of retail financial services products including achieving creative excellence within the framework of financial promotions regulation across all 1:1 marketing channels
• Experience of using agile ways of working to deliver personalisation at scale
• Experience of effectively partnering multiple director level stakeholders and presenting at c-suite level
• Experience of setting strategic marketing plans to deliver performance, optimising the use of resources – human, financial and technical
• Experience of onboarding and working with agencies, and optimising the use of both external and in-house creative teams

We’re also interested in who you are as a person. Why? Because our membership is made up of so many different kinds of people, so we want our employees to be just as diverse. We’d love to hear about:

• Your values, and what makes you who you are
• How you’d make a difference to our members in this role

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 30 days holiday, pro rata
• Car allowance
• Individual healthcare cover

Why work at Nationwide

We’re different from other financial service providers. We’re a building society, owned by our members. And for over 130 years, we’ve supported those members to make the most of their money and achieve what they want from life.

That’s reflected in the way we work here at Nationwide. We come together to make sure we’re doing things in the best way possible, both for each other and for our members. If you join us, you’ll be part of that. You’ll be able to help us build something really quite special. And you’ll have the opportunity to make a real difference.

On top of that, we always want you to be yourself. To use your skills and experience to make our Society stronger. To feel valued for who you are, not just what you do. Because here at Nationwide, we understand that we can do more together than we ever could alone.

What to do next

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

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