Customer Campaign Manager

Join to apply for the Customer Campaign Manager role at Scottish Friendly

As our Customer Campaign Manager, you will support the development of the customer development and retention strategy to increase revenue from existing customers, reduce churn, and enhance customer loyalty.

Creating, managing, and implementing the customer development campaign plan, you’ll create customer direct marketing campaigns that deliver increased LTV and profitability from our existing customer base.

Profiling and understanding the next best action indicators for customer segments, you’ll work with our internal Creative Team to develop high‑impact campaigns aligned with our broader campaign roadmap that deliver results.

• Support the development of the customer retention and development strategy to meet KPIs against customer product holding, customer churn, and net investment outflows.
• Own the creation and implementation of the customer delivery campaign plan.
• End‑to‑end campaign management and delivery of customer development campaigns focusing on cross‑sell, upsell, retention, and engagement plans to achieve retention and value KPIs.
• Develop campaigns that reward and encourage good customer behaviours, fostering deeper relationships and brand loyalty.
• Delivery of next best action messaging through the end‑to‑end customer journey.
• Reporting and analysis on campaign effectiveness and ROI using insights to continually optimise output.
• A/B testing of campaigns and messages to support continuous improvement and increased customer LTV.
• Design and implementation of the email marketing plan to deliver enhanced customer lifetime value through acquisition, cross‑sell, upsell, and increased retention and engagement metrics.
• Design and implementation of the direct mail marketing plan to deliver enhanced customer lifetime value through acquisition, cross‑sell, upsell, and increased retention and engagement metrics.
• Reporting and analysis on performance identifying actionable insights to improve performance, increasing AOV, engagement rates, payment mix, and conversion rates.
• Stay up to date with latest direct marketing trends and developments to drive continual innovation in campaign development.

• Degree or relevant qualification in marketing or a related field.
• Experience of campaign management with a focus on development and retention of existing customer bases.
• Experience of using profiling and segmentation to develop campaign targeting and messaging.
• Expertise in email marketing and utilisation of email platforms. Knowledge of Mailchimp is an advantage.
• Strong planning skills and experience of running agile plans with multiple work streams.
• Ability to deliver results and excellent attention to detail.
• Highly organised, with the ability to prioritise tasks and manage multiple work streams of activity to meet strict deadlines.
• Self‑starter who thrives in a fast‑paced environment.

• Mid‑Senior level

• Full‑time

• Marketing