Customer Marketing Manager
10 days ago
London
Job Description We're looking for a Customer Marketing Manager to support the AJ Bell Direct to Consumer (D2C) marketing team in driving customer growth, engagement, and long-term customer value. The Customer Marketing Manager will play a key role in managing the in-life stage of the customer lifecycle, with responsibility for developing and optimising campaigns and customer journeys that drive funding, investing, and cross-sell behaviours. This role will also lead the planning and delivery of key commercial moments, including tax year end activity (on a rotating basis with another marketing manager), while supporting broader customer engagement initiatives across the lifecycle. Working closely with the wider Customer Marketing team, the successful candidate will ensure customers receive a cohesive, insight-led experience across all communications and touchpoints. Key responsibilities are: • Own the strategy, planning, execution, and optimisation of customer marketing campaigns and journeys across the in-life stage of the customer lifecycle, with a focus on driving funding, investing, and cross-sell behaviours., • Lead the delivery of key commercial campaigns and lifecycle moments, including tax year end activity (on a rotating basis with another marketing manager), ensuring campaigns are customer-centric, commercially effective, and aligned to wider business objectives., • Develop and optimise trigger-based and behavioural communications to increase customer engagement and value., • Collaborate closely with the wider Customer Marketing team – particularly the parallel In-Life Customer Marketing Manager – to ensure clear ownership, alignment of priorities, and a seamless customer experience across lifecycle communications., • Lead and coordinate multiple projects simultaneously, utilising strong project management skills to ensure campaigns are delivered on time and achieve key performance metrics., • Embed an ‘always-on’ test-and-learn approach, using customer insight and performance data to continuously optimise customer and commercial outcomes., • Analyse and report on campaign and lifecycle performance, identifying opportunities for improvement, innovation, and growth., • Collaborate cross-functionally with teams including Customer Marketing Ops, Brand, Product, Legal, Compliance, Content and Data to deliver best-in-class customer communications., • Lead, inspire, and develop a Marketing Executive, fostering growth and high performance within the team., • Ensure all communications comply with regulatory requirements and internal governance processes. Competence, Knowledge and Skills • 5+ years’ experience in customer or lifecycle marketing, with demonstrated success delivering impactful omnichannel campaigns., • Experience developing customer journeys and trigger-based communications that drive engagement and commercial outcomes., • Strong commercial mindset, with the ability to balance customer needs and business objectives., • Strategic thinker who can see the bigger picture while maintaining strong attention to detail in execution., • Excellent project management and organisational skills, with the ability to manage multiple priorities and stakeholders., • Data-driven mindset with a strong focus on testing, learning, and continuous optimisation., • Strong analytical skills, with the ability to interpret performance data and translate insights into action., • Excellent verbal and written communication skills, with the ability to influence stakeholders across different teams and seniority levels., • Collaborative team player who builds strong cross-functional relationships and works effectively in partnership with others., • Customer-focused, with a passion for delivering relevant, engaging, and insight-led communications., • Support and enable the business to deliver good outcomes for retail customers by helping achieve any regulatory requirements, including consumer duty., • Experience within financial services or other regulated industries is desirable About AJ Bell • AJ Bell is one of the UK’s fastest-growing investment platform businesses, providing award-winning solutions for everyone, from professional financial advisers to first-time investors., • Today, over 723,000 customers trust us to manage more than £108.7 billion of assets. By continually striving to make investing simpler and more accessible, we’re helping more people take control of their financial futures., • We’re proud to be recognised as one of the UK’s Best 100 Companies to Work For for six consecutive years, and a Great Place to Work in 2025 and 2026 a reflection of our supportive and collaborative culture. What we offer • Starting salary between £50,000 - £65,000 per annum (dependent on experience), • 27 days holiday, increasing with service + buy/sell scheme + bank holidays, • 8% Pension with matched contributions, • Discretionary bonus scheme, • Share schemes (including free shares and BAYE), • Health Cash Plan and discounted private healthcare, • Enhanced family leave (subject to qualifying criteria), • Travel and bike loan schemes, • Employee Assistance Programme Life at AJ Bell • Regular social events including summer and Christmas parties, • Learning and development opportunities tailored to you, • Casual dress code, • Friendly, supportive team environment Our ways of working • We offer hybrid working, with a minimum of 50% of your working time per month spent in the office., • For new starters, there’s an initial period of full-time office working to help you settle in and build relationships. Inclusion & diversity • We’re committed to creating an inclusive environment where everyone feels respected and able to be themselves at work., • We welcome applications from all backgrounds and make hiring decisions based on skills, experience, and potential.