This job is with St. James's Place, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
About The Role
We have a newly created role for a commercially minded leader in customer relationship management and automated marketing. This person will develop the future of client and adviser engagement at St. James's Place.
This is a high-impact leadership role where you'll take ownership of our Marketing Automation capability (including Salesforce Marketing Cloud), driving personalised client and adviser communications at scale through data, automation and customer insight. You'll play a critical role in strengthening client retention, enhancing engagement and delivering seamless lifecycle communications across a highly complex and evolving business landscape. Working closely with teams across Marketing, Technology, Data, Digital and Compliance, you'll lead the development of our CRM strategy, champion best-practice lifecycle marketing and help shape the next generation of our marketing technology ecosystem. This includes playing a key role in our future Salesforce Marketing Cloud transformation programme and wider CRM capability development. You'll also lead and develop a specialist CRM team while acting as a trusted authority for senior partners across the business.
What You'll Be Doing
- Defining and delivering the CRM, client engagement and retention strategy across adviser and client audiences.
- Owning Salesforce Marketing Cloud as the strategic platform for customer communications and marketing automation.
- Developing audience, segmentation and personalisation strategies that improve engagement, retention and client outcomes.
- Leading the evolution of lifecycle marketing programmes, customer journeys and automated communications.
- Partnering with Technology, Data and Marketing teams to maximise the value of customer data and marketing technology investments.
- Driving the adoption of the best procedure CRM governance, customer communications and automation processes.
- Leading, coaching and developing a high-performing CRM and Marketing Automation team.
- Influencing senior collaborators and acting as the go-to expert for CRM strategy, capability and innovation.
- Establishing performance frameworks, critical metrics and reporting that support data-driven decision making.
- Ensuring all CRM activity supports regulatory requirements, Consumer Duty obligations and positive customer outcomes.
About You
You'll be an experienced CRM, customer engagement or marketing automation leader who enjoys combining strategy, technology and collaborator management to deliver measurable business outcomes. Be comfortable operating in a fast-moving environment where you can influence senior team members, challenge existing thinking and seek opportunities to improve customer engagement through data and technology.
You'll bring a good understanding of lifecycle marketing, audience strategy, and marketing automation. You will also have the credibility to represent the function with senior business leaders and advise collaborators. Most importantly, you'll be someone who is curious, proactive and motivated by driving meaningful improvements for customers and the business.
Essential Criteria
- Salesforce Marketing Cloud certifications (or relevant experience).
- Extensive experience leading CRM, customer engagement, retention or lifecycle marketing functions.
- Deep expertise in Salesforce Marketing Cloud or a comparable enterprise marketing automation platform.
- Strong understanding of customer lifecycle marketing, segmentation, personalisation and customer journey design.
- Experience using customer data and insight to drive engagement, retention and communication strategies.
- Experience operating within complex, matrixed organisations and influencing senior team members.
- People leadership experience, including developing and coaching specialist teams.
- Strong commercial awareness with a track record of improving customer engagement and business performance.
Desirable Criteria
- Experience with Salesforce Data Cloud / Data360.
- Knowledge of SQL, AMPscript or broader marketing technology integrations.
- Experience leading CRM platform upgrades, migrations or transformation programmes.
- Experience working across B2B2C business models.
- Knowledge of AI-enabled marketing, predictive modelling or action frameworks.
Marketing CRM and Client Engagement Lead employer: St. James's Place
St. James’s Place is an excellent employer, offering a dynamic work culture that prioritises employee well-being and professional growth. Located in Cirencester, this hybrid role as a Data Privacy Manager not only provides competitive benefits such as parental leave and health insurance but also fosters an environment where employees can thrive through collaboration and engagement with diverse stakeholders in the regulated financial services sector.
