Customer Marketing Manager

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 part of The Brandtech Group, we are 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.

The Customer Marketing Manager is a junior manager responsible for OLIVER’s client loyalty, advocacy, and retention marketing programmes. You will develop client journey frameworks; run referral and testimonial programmes; identify and activate case study opportunities; plan client events and experiences; produce client communications; and support upsell and cross‑sell activity through CRM‑triggered campaigns and client‑team enablement.

What you will be doing

• Loyalty & Retention: Develop and manage OLIVER’s client journey mapping. Build and run a structured client engagement programme: identifying at‑risk accounts, recognising milestone moments, and ensuring clients feel consistently valued. Work with account directors and managing partners to maintain a clear view of client health across the portfolio. Track retention metrics and client engagement signals, feeding insight back to the ABM Lead and Global Head of Marketing.
• Advocacy & Referral Programme: Own OLIVER’s client advocacy programme: identifying satisfied clients who are well‑placed to become active advocates and developing a structured approach to referral, testimonial, and peer recommendation. Build and maintain a testimonial bank, coordinating with account teams to gather client quotes, video testimonials, and endorsements. Lead OLIVER’s NPS programme: managing survey design and distribution, analysing results, synthesising insight, and presenting findings to the Global Head of Marketing and senior leadership with recommendations. Develop the referral programme: working with the ABM Lead and commercial leadership to build a structured approach to client‑led introductions and recommendations.
• Case Study Activation: Work alongside account directors and the Awards Lead to identify client work suitable for public case study development. Lead the client approval and co‑publishing process for customer marketing case studies. Develop short‑form case study content for client‑facing use. Coordinate case study amplification with the Content & Campaigns Lead and PR Manager.
• Client Events & Experiences: Plan and coordinate client events and experiences that deepen relationships and create commercial opportunities. Work with the Content & Campaigns Lead and Regional Field Marketing Executives on event strategy and production. Develop speaker pitches for OLIVER clients. Manage attendee coordination, client communications, and post‑event follow‑up.
• Client Communications: Develop and manage OLIVER’s client communications programme, including newsletters, brand and product updates. Work with the Content & Campaigns Lead to adapt global content for client audiences. Ensure client communications are well‑written, on‑brand, timely, and genuinely useful. Track client communication engagement and use performance data to continuously improve relevance, format, and frequency.
• Upsell & Cross‑Sell Support: Work with the Demand Generation Lead to develop CRM‑triggered campaigns that identify and act on expansion signals. Build and maintain client‑team enablement materials that help account directors and managing partners identify and progress upsell and cross‑sell conversations. Maintain a clear view of OLIVER’s service and capability offering across different client segments. Track expansion pipeline and report on customer marketing’s contribution to account growth alongside the ABM Lead.
• Stakeholder Collaboration: Build trusted working relationships with account directors and managing partners. Collaborate closely with the ABM Lead on account expansion strategy. Work with the Awards Lead, PR Lead, Demand Generation Lead, and Content & Campaigns Lead on their respective programmes. Contribute to senior marketing reporting.
• Budget Support: Track and manage customer marketing spend, raising purchase orders and maintaining accurate spend records. Report on budget usage to the Global Head of Marketing. Develop awareness of how customer marketing investment connects to retention, expansion, and referral outcomes.

What you need to be great in this role:

• Some experience in customer marketing, client engagement, or account marketing.
• A genuine interest in client relationships and customer experience.
• Experience developing or contributing to loyalty, retention, or advocacy programmes.
• Comfortable working with account‑facing teams.
• Strong writing skills.
• Experience with client newsletters, email communications, or content programmes.
• An eye for detail and quality.
• Some experience supporting client events, roundtables, or relationship‑building experiences.
• Warm, professional, and confident in client‑facing situations.
• Organised and reliable.
• Familiarity with CRM platforms.
• Growing commercial instinct.
• Comfortable with NPS data, engagement metrics, and basic performance reporting.
• A proactive, organised team player.
• Comfortable working across multiple internal teams.
• Eager to learn and develop.
• Client‑obsessed.
• Basic proficiency with Gen AI tools relevant to client communications and content.
• Curiosity about how AI can improve the quality and relevance of client engagement and communications.
• Willingness to develop prompting skills and build AI‑assisted workflows.
• An agentic mindset.
• Formal degrees are welcome but not required.

Our values shape everything we do:

• Be ambitious to succeed.
• 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.

Equal‑opportunity statement: 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. We work towards embedding sustainability into every department and through every stage of the project lifecycle.