Customer Marketing & Behaviour Change Manager

London, UK (Hybrid)

Salary Not AvailableSenior LevelFull time

Posted 3 days ago

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Job Summary

Own and lead the planning, delivery and evaluation of integrated customer campaigns and behaviour change programmes, ensuring brand compliance and cross-team alignment across TfL.

Oversees cross-channel campaign delivery and multi-team integration
Manages budgets (£50K-£2m) and external suppliers

Job Description

Responsibilities

Leading the planning and delivery of a range of customer campaigns and behaviour change programmes, ensuring alignment with the 3-year pan TfL customer communications strategy
Leading integration of the wider team for the agreed projects, helping to ensure TfL's customers - including businesses, schools and colleges and visitors - see us as an integrated, joined up organisation
Leading the day-to-day management and delivery of integrated communications campaigns and behaviour change programmes, generating ideas and ensuring all channel owners have a chance to contribute to the plan, understand the final strategy and how to translate it into deliverables for their channels
Ensuring the technical accuracy, compliance with TfL and Mayor of London brand guidelines and legal compliance of all outputs, seeking advice from colleagues in TfL Legal, the operational business and external suppliers when needed and then helping other channel leads to understand and action the advice
Lead the process for capturing and feeding back project outcomes, successes, and key learnings, proactively sharing across the portfolio and wider teams to assist continuous improvement and team development
Management of project and campaign budgets of circa £50K-£2m, allocating budget across all customer communications channels and behaviour change interventions to meet the agreed outcomes cost effectively and efficiently

Requirements

Good business and organisational skills, including numeracy for budget management (Essential)
Excellent written and oral communications skills (Essential)
Excellent creative judgement (Essential)
Able to generate enthusiasm across the integrated team and with our partner teams at our creative and media agencies (Essential)
Able to turn strategies and plans into action to ensure successful delivery of customer and user campaigns and programmes (Essential)
Ability to commission work through and management of external suppliers (Essential)
Strong knowledge of customer and user communications and behaviour change strategy and the role that both can play, alongside other levers, in delivering behaviour change, reputation management and driving revenue (Essential)
Strong knowledge of all core marketing communications channels: above and below the line (including TV, radio, press and posters), CRM, face to face, direct mail, online, digital and social media (Essential)
Knowledge of other channels of engagement including PR / news, stakeholder engagement and how to engage with our people (Essential)
A working knowledge of research and evaluation techniques to develop and evaluate effectiveness (Highly desirable)

Preferred

A working knowledge of research and evaluation techniques to develop and evaluate effectiveness (Highly desirable)
Appropriate academic credentials or relevant professional experience (Highly desirable)
Understanding of the Mayor's Transport strategy, TfL priorities, TfL Customer Strategy and the strategic issues and needs of London (economic and population growth, congestion, need to increase use of sustainable modes, safety and personal security and housing)

Benefits

Final salary pension scheme
Free travel for you on the TfL network
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
30 days annual leave plus public and bank holidays
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow.
Private healthcare discounted scheme (optional)
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers
Discounted Eurostar travel

Transport for London

3.9 Glassdoor

Every day, we help millions of people to make journeys across London: By Tube, bus, tram, car, bike – and more. People don’t associate us with journeys by river, on foot or via the air, but we help with that, too. Getting people to where they need to go has been our business for over 100 years, and it shows. We’re leaders in our field, and no other city’s transport system is quite as recognisable: Red buses, black taxis, Tube trains and roundels have become icons in their own right. Our main job is to keep the city moving, working and growing but to do that, we have to listen. Constant improvements across the network are fuelled by feedback and comments from customers, as well as work within communities, representative groups, businesses and other London transport stakeholders. But our progress also depends on technology and data. With the future at our fingertips, we’ve already used it to revolutionise travel payments (think Oyster and contactless payment cards), and improved travel information. Tech and data is essential, not just to our future, but to others’: third parties use our data to power apps and services vital to customer journeys. So what’s next? As well as continuing to deliver Mayor of London, Sadiq Khan’s strategy and commitments on transport, our programme of capital investments is still one of the largest. We launched the Elizabeth line, we’re modernising services and stations and making travel safer for all.

Founded in 2000

London, England, GBR

19K employees

www.tfl.gov.uk/about

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