Responsibilities

• 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.

Requirements

• Salesforce Marketing Cloud certifications (or relevant experience).
• 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 operating within complex, matrixed organisations and influencing senior team members.
• People leadership experience, including developing and coaching specialist teams.
• Strong commercial awareness with a track record of improving customer engagement and business performance.

Preferred

• Experience with Salesforce Data Cloud / Data360.
• Knowledge of SQL, AMPscript or broader marketing technology integrations.
• Experience leading CRM platform upgrades, migrations or transformation programmes.
• Experience working across B2B2C business models.
• Knowledge of AI-enabled marketing, predictive modelling or action frameworks.

Benefits

• 28 days' annual leave plus bank holidays, with the option to purchase up to 5 additional days.
• Private Medical Insurance – company-funded cover for you and your immediate family
• Generous Pension Scheme – a non-contributory employer contribution of 10%, increasing with length of service up to 15%, plus the opportunity to increase this through salary sacrifice
• Enhanced Parental Leave – up to 26 weeks' full pay to support growing families.
• Protection Benefits – company-funded critical illness cover, income protection, and life assurance
• EV salary sacrifice scheme through Tusker