Customer Marketing Manager in London

Company Description

Hi We're UW. We're on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings. We're aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you. Got your attention? Read on… We put people first. It's all about you.

We have a great opportunity for an experienced Marketing Manager to join our Customer Marketing team to focus on our digitalisation journey. Our vision is simple, an effortlessly rewarding experience where customers only need to tell us something once. We are redesigning our digital landscape to ensure that being multi-service means being seamless, whether that's a lightning-fast onboarding journey, automated home moves, or proactive push notifications. We are investing heavily on solving root causes, not just symptoms. We are looking for product-minded talent to own these journeys, turning complex utility data into simple, transparent, and high-value digital experiences that customers enjoy using.

Job Description

We deliver progress. What you'll do and how you will make an impact.

• Strategy & Ownership

• Strategic Execution: Partner with senior leadership to translate broad roadmaps into actionable marketing plans that hit commercial targets.
• End-to-End Journey Ownership: Own the "In-Life" customer journey, using behavioral data to optimize every touchpoint from sign-up to renewal.
• Value Growth: Drive Lifetime Value (LTV) by perfecting the onboarding experience and fostering long-term customer loyalty.

• Customer Champion: Advocate for a "customer-first" mindset, ensuring every campaign prioritizes the user experience.
• High-Impact Messaging: Create inclusive, lifecycle-aware copy—from "Welcome" sequences to complex price-change communications.
• Multichannel Collaboration: Work with CRM, Creative, and Customer Service teams to deliver seamless experiences across email, SMS, in-app, and outbound channels.

• Test & Learn Roadmap: Lead a rigorous experimentation strategy (A/B testing channels, timing, and triggers) to constantly improve lifecycle conversion.
• Data-Driven Insights: Identify "Magic Moments" in the customer lifecycle and share these insights to influence wider business decisions.
• Reporting & Optimization: Own your metrics. You'll report on the "why" behind the numbers, scaling what works and pivoting quickly when things don't.

• Execution Management: Lead the briefing process for in-house creative and channel teams, ensuring all activity is delivered on time and to a high standard.
• Mentorship: Support the growth of a high-performing team by mentoring and developing junior members to foster an inclusive, ambitious culture.

We work together. Your team and the people you will work with…

Our Customer Marketing team are at the heart of our mission to help people stop wasting time and money. The team are responsible for delivering our customer marketing strategy and directly contributing to our Growth objectives. The team work across the customer lifecycle delivering engaging and personalised experiences to attract, cross-sell and retain our customer base. This role reports to a Senior Marketing Manager.

Qualifications

To be successful in this role, here's the skills and experience we're looking for you to bring:

• Lifecycle Marketing Experience: Proven experience in a Customer Lifecycle Marketing role at a Manager level.
• Data Insight: Experience using data, insights, and customer segmentation to run personalised lifecycle campaigns and ability to plan and execute a robust Test & Learn programme around this.
• Strategic and Executional Mindset: The ability to think strategically and craft effective holistic marketing initiatives to achieve targets, as well as expert execution skills to launch them. You enjoy defining strategy, as much as delivering it.
• Autonomy: Proven experience of the ability to work autonomously and take initiative.
• Briefing Skills: Skilled at prioritising projects and delivering multiple cross-functional initiatives at the same time.
• Compliance Awareness: Experience working with Legal and Compliance teams to ensure all activities adhere to regulatory requirements. Know when to challenge and think outside the box.
• Internal Visibility: Ability to translate complex or multi-layered activities into coherent briefs for partnering teams, both inside and outside of Marketing. I.e. Product, Legal, Customer Service and Outbound Teams.
• Performance Reporting: Showcasing results and campaign visibility tailored for internal audiences at different levels.
• Cross-functional Collaboration: Collaborating across all functions to deliver initiatives effectively and ability to champion the customer at all times.
• Problem Solving: Highly organised and able to spot, flag, and implement solutions to potential blockers.

Additional Information

So why pick UW? We've got big ambitions so there's going to be plenty of challenges. There are also a lot of benefits:

• An industry benchmarked salary. We'll share it during your first conversation.
• Share Options and a Save as You Earn scheme.
• Hybrid working, with 2 days in the office. (We're definitely open to discussing flexible working arrangements)
• Electric Car salary sacrifice scheme through Tusker.
• Discount on our services and you get our coveted Cashback Card for free. You'll also get access to 100s of rewards and discounts through Perkbox.
• A matched contribution pension scheme and life assurance up to 4x your salary. You can also access free mortgage advice and a financial wellbeing tool.
• Family-friendly policies, designed to help you and your family thrive.
• Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP. Our wellbeing app Unmind supports your mental health.
• Belonging groups that help UW shape an even more inclusive future.
• A commitment to helping you develop your career journey through learning, coaching and new experiences.

Apply here. You've got this far… Hit apply - we can't wait to hear from you. Worried you don't hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let's chat.

Claire Fennell will be your point of contact throughout the recruitment process.

Not sure you meet all the requirements? Let us decide. Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do. We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don't be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.

Employment Status: Full-Time