Location
London
Department
Marketing & Communications
About The Role
Motability Operations are currently recruiting for a Customer Marketing Manager to join our Marketing Team in London on a full-time, permanent basis. As a Customer Marketing Manager, you will be focussed on the success and growth of our existing customers.

You will influence and support in the development of the Customer Experience vision. Developing omni-channel marketing communications strategies in line with this vision.

You will be responsible for defining, executing, analysing, and managing the customer journey with a focus on driving customer engagement, loyalty, retention, and advocacy.

You will manage the delivery of data-driven marketing plans including messaging and content strategy across a variety of customer facing channels (direct email, email, website). Ensuring all content and messaging is on brand and accurate.

You will be responsible for creating and tracking budgets for your campaigns, feeding into the budget tracking process and annual budget creation.

You will manage a small team across multiple programmes – inspiring, motivating and supporting the team to think, act and deliver their best, working as an effective team meeting business and individual objectives.

You will act as a strategic partner to every department in the business, thinking long-term and developing cross-functional strategies to drive customer success.
About You
  • You are comfortable working in a fast-paced environment, making decisions and acting on your own initiative
  • You are comfortable with change and managing multiple priorities
  • You are a critical thinker and problem-solver
  • You are a strong communicator with excellent interpersonal skills
  • You enjoy writing and influencing content creation
  • You are focussed on attention to detail and time management
Minimum criteria:
  • Developing and implementing omni-channel Customer Experience strategies
  • Working with strategic market and data insights to create engaging customer marketing strategies.
  • Building strong relationships with customers through engaging, data-driven marketing communication campaigns that span the entire customer lifecycle from initial interest to loyal advocates
  • Developing segmented, personalised, and tailored communications plans
  • Refining, enhancing, and updating marketing communication campaigns based on results, data and market insights
  • Working with CRM software solutions and Digital Experience Platforms in delivering customer experience and marketing campaigns
  • Leading a team to plan, develop and execute customer marketing strategies
About The Company

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 630,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do, and our people demonstrate these values:

  • Empowerment
  • Empathy
  • Inclusion
  • Forward thinking
  • Excellence

As a Motability Operations team member, the benefits you can expect are:

  • Competitive reward package including an annual discretionary bonus
  • 15% non-contributory pension (9% non-contributory pension during probation period)
  • 28 days annual leave with option to purchase and sell days
  • 1 day for volunteering
  • Funded Private Medical Insurance cover
  • Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
  • Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help
  • Funded health screening for over 50s
  • Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans
  • Employee Discount Scheme with an app to save on the go
  • Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
  • Generous family leave policies

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply.  We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.

Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.

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