Senior Manager CRM and Direct Marketing

at  Nationwide

We’re revolutionising our approach to helping our customers make the most of their money and enable financial decisions to be made with confidence. Our mission is to simplify and enhance day-to-day financial management through innovative solutions that put our members first and are committed to delivering personalised, contextually relevant experiences that truly make a difference in their lives. If you’re a passionate marketer with proven, current experience in performance based and data driven 121 marketing, we want to hear from you!
We’re seeking a dynamic and strategic Senior Marketing Manager to lead the development and execution of our 121 communications strategy for the Money Management Squad. It is an influential role that sits within the Personalisation & Performance Marketing team and will require the successful candidate to focus on leveraging all available 121 channels, including push notifications and in-app messaging, to deliver highly personalised content that supports our customers with their day-to-day banking needs.
Reporting into the Head of Planning & Partnering, you’ll be instrumental in creating compelling customer experiences that are both innovative and contextually relevant, ensuring that our communications resonate with individual needs and behaviours. And of course, at the heart of your plans will remain our 15 million members, who are at the centre of every decision we make as a business. Every role, no matter what it’s doing, is member focused.
As a key leader within Customer, Brand and Engagement, you’ll spend time at our core sites at least two days per week collaborating with team’s face to face, as well as virtually. And whilst you’ll have contracted hours, we’re always happy to support flexible working wherever we can. We will always strive to find a way that works for everyone.
At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
For this job you’ll spend at least two days per week, or if part time you’ll spend 40% of your working time, based at either our London or Swindon office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

ABOUT YOU

You will be an experienced 121 performance marketer, who has;

• Proven track record in developing and executing successful marketing interactions, that are personalised and address a clear customer need.
• Strong analytical skills with experience in data-driven decision making and performance measurement.
• Excellent understanding of 121 marketing trends, tools, and technologies, including digital marketing and push notifications
• Broad level of enterprise-wide leadership experience, skilled in performance and team management.
• Experience working across a range of marketing and/or engagement roles across different disciplines, preferably including CRM. With excellent business and commercial acumen and experience of shaping and developing effective marketing plans.
• A strong and broad understanding of financial services, business strategy and structure, marketing and communication strategy, function, activities, tools, and techniques.
• Highly adept at engaging stakeholders, supported by excellent negotiation and influencing capabilities; (you need to genuinely love collaborating and building exceptional relationships to thrive in this role).
• An excellent communicator with the ability to inspire and engage colleagues.
• Highly experienced at understanding, analysing, and interpreting complex data and insight to inform strategy and decision making.
• Creative mindset, a passion to innovate and ability to test & learn and challenge the status quo. An active interest in marketing, with finger on the pulse of the latest best practice, engagement trends and developments across multiple disciplines, with the ability to use outside-in knowledge to make recommendations for Nationwide.
• Exceptional strategic and operational planning & organisational skills and ability to manage a breadth of multiple competing priorities and deliverables with a history of excellent decision making and critical thinking.

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

Supporting the Head of Planning & Partnering, and working collaboratively across the Personalisation & Performance Marketing Team, you’ll be responsible for;

• Strategy Development: Lead the development of a comprehensive communications strategy that utilises digital 121 channels, to engage and support customers with their finances.
• Infrastructure & Capability: Identify and build out requirements to develop the infrastructure required to deliver the ambition, including data, insights and digital capability.
• Personalisation & Relevance: Develop and implement tactics to deliver highly personalised and contextually relevant content based on customer data, behaviour, and emerging trends.
• 121 Channel Management: Oversee the execution and optimisation of communication efforts across various 121 channels, including push notifications, ensuring consistency and effectiveness in messaging.
• Data-Driven Insights: Utilise data analytics to drive decisions, measure campaign performance, and continually refine strategies to enhance customer engagement and satisfaction.
• Customer Experience: Champion a customer-first approach by designing and delivering brilliant customer experiences that are tailored to individual needs and preferences.
• Innovation & Creativity: Foster an innovative mindset to explore new digital tools, technologies, and methodologies that push the boundaries of traditional marketing and create impactful customer interactions.
• Collaboration: Work closely with cross-functional teams, including product, data, and creative departments, to ensure alignment and successful execution of the communications strategy.
• Start-Up Mentality: Embrace a start-up mentality with agility and a proactive approach to problem-solving, driving initiatives forward with enthusiasm and resourcefulness.