Director of Marketing Operations

ABOUT US
At OakNorth, we're on a mission to empower ambitious businesses and the communities they serve. Since 2015, we've lent over $21 billion across the UK and US, helped create more than 58,000 new homes and 36,000 new jobs, and supported hundreds of thousands of personal savers — all while driving economic growth in the markets we serve.

ABOUT THE TEAM
Our Marketing team is embedded across Lending, Business Banking and Personal Savings, working closely with commercial and product teams to drive growth across OakNorth's diverse product set. Marketing Operations sits at the centre of that function — owning the systems, data, processes and controls that make marketing effective and scalable. This is a team that operates with the rigour of a regulated firm and the ambition of a high-growth business.

ABOUT THE ROLE
We are hiring a Director of Marketing Operations to own the infrastructure, governance and commercial intelligence that powers OakNorth's marketing function. You will serve as the named operational delegate of the SMF holder for financial promotions and customer communications, partnering directly with C-suite and SMF holders. This is a high-impact role combining strategic leadership with hands-on operational excellence across a regulated UK bank.

WHAT YOU'LL DO

• Set the strategy & plan for marketing operations
• Define and own the long-term MarTech roadmap and execution aligned to OakNorth's commercial objectives.
• Establish a clear operating model across marketing, sales and product handoffs.
• Lead prioritisation of systems investment, tooling decisions and integration strategy.
• Partner with the Design & Brand lead to enforce brand and tone-of-voice at the systems level.
• Own commercial systems architecture
• Oversee the architecture and optimisation of Salesforce, HubSpot, Iterable, Apollo and associated data platforms.
• Drive improvements in attribution, lead routing, lifecycle automation and reporting across BU funnels.
• Ensure systems are integrated, scalable and operationally resilient (PRA SS2/21, FCA/PRA Operational Resilience PS21/3).
• Reduce operational risk and eliminate single points of failure across the stack.
• Own customer communications infrastructure
• Set governance standards across transactional, lifecycle and marketing communications.
• Own the marketing preference centre and suppression infrastructure (UK GDPR, PECR, soft opt-in, cookie consent).
• Build vulnerable-customer routing and Consumer Duty outcomes monitoring into the comms stack.
• Operate the process for handling complaints relating to customer communications in partnership with Customer Operations.
• Lead web and digital operations strategy
• Own CMS strategy, migration and content governance: approval gating, version logs, staged environments, role-based access and rollback.
• Optimise web conversion across PS, BB and Lending pages in close partnership with growth marketers in each Business Unit.
• Own web performance, accessibility (WCAG 2.2 AA), hosting, incident response, tag governance and analytics.
• Own cookie consent and PECR compliance across the website estate.
• Drive performance insights and commercial intelligence
• Define the commercial reporting framework across marketing and own pipeline design, stage definitions and marketing-to-sales handoffs.
• Improve attribution and revenue visibility across the funnel and ensure leadership has clear, decision-ready performance insight.
• Ensure data integrity, reporting accuracy and rigorous data quality standards across marketing systems.
• Partner with Technology and Product to shape CRM enhancements and roadmap priorities.
• Operate financial promotions and regulated comms governance
• Own the financial promotion approval workflow end-to-end across the Bank.
• Operate as the named operational delegate of the SMF holder, with effective controls and documented procedures.
• Partner with 1LOD & 2LOD risk experts to maintain the Marketing Risk & Controls matrix.
• Own affiliate channel governance: vetting, content pre-approval, ongoing monitoring and contractual conduct standards.
• Champion innovation and automation
• Achieve AI-driven productivity gains across marketing workflows, while maintaining quality guardrails.
• Own and operate the AI-in-marketing policy: pre-publication review on customer-facing content, prohibited use cases, content provenance logging and periodic QA.

YOU'LL BE A GREAT FIT IF YOU HAVE…

• 8+ years in marketing operations, with 3+ years at Director or Head of level.
• Deep expertise managing a marketing stack at scale: Salesforce, marketing automation (HubSpot, Iterable or equivalent), CMS, consent management, attribution and analytics.
• Hands-on experience in a UK FCA/PRA-regulated firm.
• Strong commercial acumen and experience enabling frontline teams through systems and data.
• Excellent lateral leadership skills — able to influence without direct authority and drive cross-functional alignment.
• Comfortable balancing strategic leadership with hands-on ownership when required.

Nice to Have

• Experience operationalising AI in customer-facing marketing in a regulated context.
• Revenue Operations experience in B2B SaaS.
• Affiliate channel governance and third-party risk management in a regulated firm.
• US lending or international expansion exposure.
• Operational Resilience operating experience.

WHAT WE OFFER

• Time Off: 25 days holiday plus public holidays.
• Flexibility: Hybrid working model.
• Health & Protection: Subsidised Private Medical Insurance with Bupa, enhanced maternity and paternity leave.
• Wellbeing: Wellbeing and social events, in-house Barista Bar in the London office.
• Flexible Benefits: Personalised benefits — opt in to what matters to you, including salary sacrifice schemes (cycle to work, nursery, gym, electric car scheme).
• Growth & Development: Support for causes that matter to you, with paid volunteering time off.

Location: London
Employment Type: Full time
Location Type: Hybrid
Department: Marketing