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.
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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.
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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.
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