Customer Lifecycle Marketing Manager in City of Westminster

You'll work collaboratively with key stakeholders from across the UK as part of the UK Retail Banking performance marketing team. You'll be aiming to drive performance acquisition and customer engagement, executing best-in-class creative and contact strategies across a range of (mostly paid) digital and direct channels. You'll build strong working relationships with UK Digital, Product and Marketing teams, as well as various external agency partners.

Responsibilities

• Leading campaign delivery end-to-end - managing the campaign delivery lifecycle from ideation/discovery, through planning and prioritisation, to solution design and in-channel execution.
• Creating brilliantly effective campaigns - developing campaigns that differentiate from their competitors through superior targeting, communication strategy, tech innovation and creative quality.
• Working collaboratively across Marketing - partnering with the wider Marketing Centre of Excellence to ensure communications are on product message, customer focused, developed in line with brand guidelines, aligned to brand values, adhere to regulatory requirements and developed in line with relevant governance frameworks.
• Managing budgets effectively - maximising return on investment and driving commercial performance, as measured by solutions growth and cost per acquisition.
• Keeping campaigns on time and to plan - maintaining project momentum regardless of the curved balls that you might experience along the way.
• Developing clear roadmaps and testing designs - working collaboratively with business stakeholders to create structured approaches to campaign delivery and optimisation.
• Managing key relationships - building and maintaining relationships with UK Digital, Product and Marketing teams, as well as various external agency partners.
• Reporting on performance - analysing and presenting campaign performance and testing outcomes to stakeholders.
• Being genuinely collaborative - working inside and outside the team to help make the Performance Marketing team a great place to work.
• Fostering strong stakeholder relationships - maintaining regular dialogue with key stakeholders and keeping them informed on all key milestones and outcomes, with clear recommendations to drive performance uplift.
• Raising issues proactively - addressing any challenges in a timely and rational manner, ensuring the highest standards of control and governance.
• Bringing proactive opportunities - acting as a self-starter, bringing solutions to key stakeholders as opposed to waiting for direction.
• Championing customer-first thinking - sharing experience from a customer-driven organisation with a customer first mindset.
• Taking ownership for risk management - managing risk and strengthening controls in relation to the work you do.
• Ensuring accuracy and quality - maintaining high levels of accuracy across all communications and ensuring that QA is never compromised.

Experience

• Experience with "in app" banner advertising and customer journeys.
• Familiarity with Tableau or similar reporting platforms.
• Ability to analyse key performance metrics and identify optimisation and testing opportunities.
• Experience defining audiences and collaborating with targeting teams to reach relevant prospects.
• Ability to prompt AI tools to create effective short form copy.

Role Context & Working Pattern

We have a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. That means you'll work at an onsite location on fixed, ‘anchor’ days of the week, for a minimum of two days a week. As an experienced and expert Customer Lifecycle Marketing Manager, you'll quickly slot right into this fast-paced, deadline-driven client team, leading and delivering multi-variant marketing communications across a variety of digital marketing channels, both paid and owned. You'll have the right skills and experience to ensure you hit the ground running and add value from the off.

People & Skills Fit

THIS ROLE IS RIGHT FOR YOU IF... You're a highly collaborative self-starter who's used to juggling multiple projects in a busy environment and skilled at running projects efficiently from end to end. You'll have great communication and organisational skills, work well within a team, and have client-side experience across a range of paid and owned digital performance marketing channels including video, display, social, radio, press, email, and DOOH. Ideally, you'll have Financial Services experience (or telecoms/utilities or other comparable industries) and be skilled at managing high numbers of senior stakeholders within regulated environments. You're someone who is confident, smart, enthusiastic and proactive with great communication skills, both written and verbal. You'll be a self-starter with strong and positive energy; someone who will work collaboratively with everyone who'll support them in delivering campaigns. Working across multiple projects at any given time, you'll have strong juggling and prioritisation skills acquired in a fast-paced, deadline-driven environment.

Qualifications & Experience

• Extensive digital marketing experience - particularly across paid media channels with an understanding of best practice of using these channels individually and as a broader media strategy.
• End-to-end digital marketing delivery - understanding from planning, scheduling and prioritising to customer targeting, channel management, effective promotion of products and services, personalisation, implementation and governance.
• Experience with "in app" banner advertising and customer journeys - hands-on knowledge of in-app and online banking advertising optimisation.
• Paid media expertise - identifying opportunities to optimise paid media plans and channel selection, unlocking underutilised capability with paid media platforms and channels.
• Technical tracking knowledge - understanding of pixels, tracking and tagging technologies and the role they play.
• Media agency experience - proven track record of working effectively with media agencies.
• Analytical & reporting skills - Familiarity with Tableau or similar reporting platforms - hands-on experience using business intelligence and reporting tools.
• Ability to analyse key performance metrics - strong capability to interpret data and identify optimisation and testing opportunities.
• Reporting and analysing performance data - experience creating insights from campaign data to drive continuous improvement.
• Audience targeting & personalisation - Experience defining audiences, collaboration with targeting teams, and understanding of personalisation.
• AI & content creation - Ability to prompt AI tools - experience using AI tools to create effective short form copy.
• Project & stakeholder management - Ability to hit objectives and deadlines, strong prioritisation, stakeholder management in regulated environments, resilience and adaptability.
• Commercial & strategic capability - Track record of delivering results, budget management, understanding of commercial KPIs.
• Desirable experience - Financial Services industry experience or experience across multiple digital channels.

Personal attributes

• Confident, smart, enthusiastic and proactive; great communication skills; self-starter with strong energy; collaborative; strong organisational and time management; attention to detail; customer-first mindset.

Company & Inclusion Statement

Be imaginative to push the boundaries of what's possible. Be inspirational to do groundbreaking work. Be always learning and listening to understand. Be results-focused to exceed expectations. Be actively pro-inclusive and anti-racist across our community, clients and creations.

Established in 2004, OLIVER is the world's first and only specialist in designing, building, and running bespoke in-house agencies and marketing ecosystems for brands. We partner with over 300 clients in 40+ countries and counting. Our unique model drives creativity and efficiency, allowing us to deliver tailored solutions that resonate deeply with audiences. As a part of The Brandtech Group, we're at the forefront of leveraging cutting-edge AI technology to revolutionise how we create and deliver work. Our AI solutions enhance efficiency, spark creativity, and drive insightful decision-making, empowering our teams to produce innovative and impactful results.

OLIVER, a part of the Brandtech Group, is an equal opportunity employer committed to creating an inclusive working environment where all employees are encouraged to reach their full potential, and individual differences are valued and respected. All applicants shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status, or any other characteristic protected by local laws. OLIVER has set ambitious environmental goals around sustainability, with science-based emissions reduction targets. Collectively, we work towards our mission, embedding sustainability into every department and through every stage of the project lifecycle.