Senior Customer Marketing Manager

Strategic DevelopmentDevelopment of customer marketing programmes for supporting customer satisfaction and retention, through regular engagement with high value customers; and supporting customers, including vulnerable, moving from postal to digital channels for sales and servicing.Data and analysisUtilising customer segmentation, data and research findings in the briefing process for Agencies, to ensure campaigns are built around target customer segments and business outcomes.Project ManagementResponsible for the development of customer marketing campaigns, including bespoke emails; regular bulletins and e-newsletters; printed letters and mailpacks - through all stages from briefing to production and fulfilment:Ensuring campaign content is targeted, on brand and compliant with FCA Financial Promotions guidelines;Next year, leveraging the capability of new marketing automation technology to create highly personalised, event driven comms all along the customer journey on the website and in-app, to build satisfaction and loyalty.Evaluation: Evaluating the performance of campaigns in line with industry best practice and Government Communication Services (GCS) guidelines and principles:Defining robust hard and research data metrics and targets for measuring the performance of campaigns against their objective outcomes;Ensuring learnings are fed back into the planning process towards continuous improvement.Relationship and Stakeholder ManagementLeading on the relationship with the CRM Agency from developing the strategic brief and project managing campaign development to delivery; managing the Agency teams with authority;Building proactive and collaborative working relationships with stakeholders from across the business and our partners to ensure approvals to the activity;Playing a full and active role as a member of the GCS, the professional body for Public Service communicators.Budget managementManaging up to 1m in direct and indirect budget through interrogation of campaign costs and efficient management of Agency resource.