Head of Segments and Customer

Responsibilities

• Lead and own the go-to-market strategy for each customer segment ensuring our marketing is targeted, relevant and always driving the right conversations with the right customers.
• Build strong, trusted relationships with Corporate, Business and Retail Banking acting as the key Marketing partner embedded within these teams and aligning with the Marketing department.
• Maintain deep understanding of each segment market, competitor activity and customer needs to shape relevant and differentiated go-to-market strategies.
• Develop and manage the growth roadmap for each segment – setting clear priorities, measurable outcomes and success metrics.
• Drive alignment across marketing, sales, propositions and product teams – ensuring shared OKRs, unified roadmaps and a single view of success.
• Collaborate closely with Marketing Strategy Leads (brand, content, digital and partnerships) to ensure each segment's GTM plan is fully aligned with marketing strategy to deliver integrated, insight‑led programmes that drive business growth.
• Partner closely with the Head of Channels and Delivery to ensure segment roadmaps are resourced, prioritised and delivered effectively.
• Lead Customer Insight Strategy overseeing segmentation, customer journey planning, insight generation and pre‑flight evaluation of go‑to‑market plans.
• Oversee the Voice of the Customer programme – managing NPS, customer satisfaction targets and customer experience roadmaps.
• Translate data and insights into actionable strategies that inform creative, content and channel activity across marketing.
• Partner with the frontline teams to shape Account Based Marketing strategies, lead nurturing and pipeline management.

Qualifications

• Advanced strategic and commercial thinking, able to bridge customer insight with marketing execution.
• Exceptional influencer and negotiator, able to build credibility and alignment with senior leaders across sales, product and marketing.
• Skilled at developing OKRs, performance dashboards and growth roadmaps.
• Excellent communication and storytelling ability, able to inspire alignment and action.
• Expert understanding of business banking markets, customer needs, competitive landscape and intermediary channels.
• Deep understanding of segment‑led and account‑based marketing approaches.
• Knowledge of customer segmentation, journey decision and lifecycle marketing.
• Strong grasp of insight disciplines – research, data analytics, NPS, customer satisfaction and VOC programmes.
• Understanding of GTM frameworks, ABM models and integrated marketing planning.
• Awareness of regulator and compliance considerations in financial services marketing.
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders.

Benefits & Culture

At Metro Bank, we believe the best banking experience starts with people who genuinely care. We’re not just delivering banking services – we’re building trust through authentic connections. Here, our people come first; our colleagues are part of a team that values individuality, collaboration, and long‑standing relationships. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible. We will make sure that you are well‑rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts! We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!