Marketing CRM and Client Engagement Lead

Marketing CRM and Client Engagement Lead

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Are you ready tochart your own career path? With our refreshed strategy, we’re building on our rich heritage and transforming our business to be more scalable and efficient, unlocking the capabilities needed for future success.

This includes significantly investing in technology, streamlining the way we work and creating an environment where colleagues feel engaged, empowered and accountable; where they can show up, speak up and perform - because we believe in the difference our work makes.

At a glance:

Location: Bristol, Cirencester or London

Workplace Type: Hybrid

Employment Type: Permanent

Seniority: Mid-Senior Level

We have a newly created role for a commercially minded leader in customer relationship management and automated marketing. This person will develop the future of client and adviser engagement es's Place.

This is a high-impact leadership role where you'll take ownership of our Marketing Automation capability (including Salesforce Marketing Cloud), driving personalised client and adviser communications at scale through data, automation and customer insight. You'll play a critical role in strengthening client retention, enhancing engagement and delivering seamless lifecycle communications across a highly complex and evolving business landscape. Working closely with teams across Marketing, Technology, Data, Digital and Compliance, you'll lead the development of our CRM strategy, champion best-practice lifecycle marketing and help shape the next generation of our marketing technology ecosystem.

This includes playing a key role in our future Salesforce Marketing Cloud transformation programme and wider CRM capability development. You'll also lead and develop a specialist CRM team while acting as a trusted authority for senior partners across the business.

• Defining and delivering the CRM, client engagement and retention strategy across adviser and client audiences.
• Owning Salesforce Marketing Cloud as the strategic platform for customer communications and marketing automation.
• Developing audience, segmentation and personalisation strategies that improve engagement, retention and client outcomes.
• Leading the evolution of lifecycle marketing programmes, customer journeys and automated communications.
• Partnering with Technology, Data and Marketing teams to maximise the value of customer data and marketing technology investments.
• Driving the adoption of the best procedure CRM governance, customer communications and automation processes.
• Leading, coaching and developing a high-performing CRM and Marketing Automation team.
• Influencing senior collaborators and acting as the go-to expert for CRM strategy, capability and innovation.
• Establishing performance frameworks, critical metrics and reporting that support data-driven decision making.
• Ensuring all CRM activity supports regulatory requirements, Consumer Duty obligations and positive customer outcomes.

You’ll be an experienced CRM, customer engagement or marketing automation leader who enjoys combining strategy, technology and collaborator management to deliver measurable business outcomes. Be comfortable operating in a fast-moving environment where you can influence senior team members, challenge existing thinking and seek opportunities to improve customer engagement through data and technology.

You’ll bring a good understanding of lifecycle marketing, audience strategy, and marketing automation. You will also have the credibility to represent the function with senior business leaders and advise collaborators. Most importantly, you'll be someone who is curious, proactive and motivated by driving meaningful improvements for customers and the business.

• Extensive experience leading CRM, customer engagement, retention or lifecycle marketing functions.
• Deep expertise in Salesforce Marketing Cloud or a comparable enterprise marketing automation platform.
• Strong understanding of customer lifecycle marketing, segmentation, personalisation and customer journey design.
• Experience using customer data and insight to drive engagement, retention and communication strategies.
• Experience…