Marketing Experience - Senior Associate in London

Shape the future of how marketing comes to life across the EMEA region. In this role, you will sit at the intersection of operations, product, and technology, ensuring the platforms and processes behind our Marketing Experiences perform reliably at scale. You will lead change, influence product roadmaps with regional insight, and deliver measurable improvements that strengthen execution quality. If you thrive on solving complex problems, partnering across disciplines, and turning ideas into outcomes, this is an opportunity to make a material impact.

As a key partner in the regional Marketing Experience team, you will own the day-to-day operational performance of marketing platforms and serve as the trusted regional voice shaping how products evolve to meet marketers’ needs. You will help develop teams, partner with global product owners and technology teams, and ensure event platforms, email distribution tools, and AI-enabled marketing capabilities deliver consistently, securely, and at scale. We will rely on you to bring operational rigor, a product mindset, and strong cross-functional partnership to create a “right first time” culture and improve the marketer experience across the region.

Job Responsibilities

• Own daily operational performance across the region, ensuring consistent delivery against service and quality standards.
• Lead, coach, and develop team leads and front-line staff, including performance management, workforce planning, and succession readiness.
• Drive continuous improvement initiatives using structured methods such as root-cause analysis, translating findings into sustained process controls and measurable benefits.
• Establish and maintain operational controls, including documented procedures, control testing and monitoring, exception management, and issue remediation with clear accountability.
• Manage operational risk, including operational resilience, incident response, business continuity readiness, and timely escalation of emerging issues.
• Serve as the regional single point of contact for platform operational performance, owning intake of issues and requests and managing end-to-end escalations through to closure with Product and Technology teams.
• Partner with global product owners, suppliers, and the Marketing Technology team to adapt and scale platforms for events, email distribution, and AI-enabled marketing, ensuring regional needs, regulations, and market nuances are reflected in roadmaps and priorities.
• Own the end-to-end lifecycle of regional initiatives from idea through delivery and continuous improvement, defining scope, dependencies, delivery readiness, and proactively managing risks.
• Lead launches of new initiatives and major enhancements, including checkpoints, testing phases, change management, required approvals, and post-launch monitoring to ensure stable adoption.
• Translate business and user needs into clear, testable user stories and acceptance criteria, and partner with engineering and quality assurance on testing coverage, issue triage, and release planning.
• Define success metrics and key performance indicators, analyze performance results, and develop documentation, training materials, and enablement sessions to support consistent adoption.

Required Qualifications, Capabilities, and Skills

• Demonstrated experience leading operational teams, including people management, performance management, and workforce planning.
• Proven experience managing operational risk, controls, incident response, and business continuity in a regulated environment.
• Demonstrated experience driving continuous improvement using structured methodologies such as root-cause analysis with measurable outcomes.
• Experience performing product ownership activities, including managing backlogs, defining user stories and acceptance criteria, and partnering with technology delivery teams.
• Experience launching and scaling digital platforms, including planning, testing, change management, and post-launch monitoring.
• Strong stakeholder management skills, with the ability to influence across marketing, product, technology, operations, legal, compliance, and risk partners.
• Strong analytical skills, including defining key performance indicators, interpreting performance data, and applying test-and-learn practices to drive improvements.
• Experience managing third-party suppliers, including service-level governance, risk assessments, and remediation of deficiencies.
• Strong written and verbal communication skills, including the ability to translate complex requirements into clear documentation and training materials.
• Working knowledge of marketing technology platforms, including event platforms, email distribution tools, or AI-enabled marketing capabilities.
• Demonstrated ability to manage multiple priorities in a fast-paced, matrixed environment while maintaining strong attention to detail and data integrity.

Preferred Qualifications, Capabilities, and Skills

• Experience working in global financial services or another highly regulated industry.
• Familiarity with Agile delivery practices and common delivery tools.
• Exposure to AI-enabled marketing platforms or emerging marketing technology capabilities.
• Experience operating as a regional single point of contact, balancing global roadmap commitments with regional priorities.
• Process improvement certification or formal training (for example, Lean or Six Sigma).
• Experience leading or coordinating user acceptance testing and cross-functional release planning.
• Background in marketing operations, digital operations, or campaign execution support.