Responsibilities

• The role spans the whole customer journey: generating demand and interest, converting that interest and building lasting customer relationships through the experience we provide.
• Demand generation and conversion
• In collaboration with the Senior B2C Marketing Manager, you will plan and deliver outbound demand generation campaigns that create interest and fill the funnel, working hand in hand on audience, message and timing.
• Treat acquisition and lifecycle as one continuous journey, so what a customer experiences before they make an enquiry is consistent with everything that follows.
• Lifecycle, cohorts and multichannel journeys
• Be responsible for the delivery of the end-to-end customer lifecycle, building cohort-based journeys across app, email, SMS, push notifications and WhatsApp, with retention and reactivation as the headline measures.
• Establish in-app and push notifications as core channels as the app rolls out, including behavioural triggers, notification strategy, and a clear approach to contact frequency and timing that maintains engagement without overwhelming customers.
• Take segmentation and personalisation well beyond a first-name merge, ensuring each customer’s experience reflects their preferences, where they are in their university journey and their relationship with UniHomes.
• Platform ownership
• Own Salesforce Marketing Cloud as a platform: data quality and structure, integrations with the app and wider stack, user access and ways of working, and the roadmap for how our CRM technology develops as we grow.

Requirements

• We are looking for someone with real technical depth who can also tell a commercial story to a non-technical audience.
• Strong hands-on Salesforce Marketing Cloud experience with genuine technical depth: Journey Builder, Automation Studio, dynamic content, AMPscript and SQL.
• Proven multi-channel lifecycle CRM experience, with segmentation and personalisation that go well beyond a first-name merge.
• Experience planning and delivering outbound demand generation campaigns, and comfortable being accountable for enquiry volume and conversion as well as retention.
• A commercial mindset focused on conversion and retention, and comfortable being measured on outcomes rather than output.
• Strong data fluency, and the ability to explain what the numbers mean to people who do not work in CRM.
• Experience leading or mentoring others, and a genuine interest in developing people.
• Working HTML and CSS, enough to build and debug templates yourself.
• Experience automating workflows, including with AI tooling.
• A confident writer who can hold tone of voice and quality across everything that goes out.

Preferred

• Experience in a subscription, membership, lettings or another customer-led business where retention is a key commercial measure.
• Design skills for email and in-app templates.

Benefits

• complimentary breakfast, hot & cold drinks, snacks, pool table, holidays, length of service days, voluntary day, enhanced pension scheme, pension salary sacrifice scheme, healthcare scheme, Employee Assistant Programme, sick pay, enhanced maternity & paternity pay, career progression, a commitment to personal and professional development, employee awards, refer a friend scheme, staff discounts, mental health and financial support, and company social events.