Marketing Manager

£40000 - £46000 per annum
03 August 2018
31 August 2018
Kyle Weeks
Job Function
Contract Type
Full Time
Marketing Manager - Customer experience. Based in Cardiff

Client Details

Our client are one of the UK's leading building society


Key responsibilities for the Marketing Manager include:

* Work with the Head of Customer Proposition and Experience to design the strategy and the overall customer experience principles to ensure we're delivering a great service and differentiated versus the market.

*  Working with the product and proposition development teams to design the specific customer experiences for new and existing propositions including creating new customer journeys.

*  Working with other areas of the business to set up a customer experience infrastructure.

* Reviewing and having an understanding of best in class customer experience within the financial services sector and in other industries in the U.K. and abroad.

* Detailed understanding and exploiting the capabilities of the new technology platform to design the customer experience and shape future improvements.

* Experience working within large I.T. implementation projects and cross functional (matrix) teams.

* Mapping all the key end-to-end, multi-channel customer journeys. Developing a clear understanding of the moments of truth' for the customer and ensuring we meet/exceed customer expectations at these points.

* Leading the rest of the business in delivering the defined customer experience, in particular, the distribution and communications channels - branch network, member services, digital and marketing communications, social media etc.

* Working closely with Customer & Market Insight to inform the design and ongoing management of the customer experience. Understanding customer needs and expectations ('Givens' and 'Drivers') and delivering personal, practical solutions to improve the customer experience.


Monitoring brand tracker, NPS, CES and customer satisfaction research results to better understand changes to and perceptions of customer experience.
* Establishing a formal feedback loop from insight to action for customer experience.

* Regularly reporting to appropriate senior management forums on latest customer experience metrics and presenting key developments.

* Communicating the defined customer experience across the business and being a 'Champion of the Customer' at all levels throughout the organisation to help embed.

* Establishing the Customer Experience function in Marketing and the wider business. Defining the core deliverables and processes and raising the profile of the team and its activities.

* Being the 'Guardian of the Customer Proposition' in Marketing and the wider business, ensuring the customer experience is brought to life at all 'moments of truth'.

* Tendering, managing and working closely with agencies and consultants when needed.

* Budget responsibility.


The Successful Marketing Manager:

Essential Experience

*  Creating Customer Experience plans
*  Customer journey mapping and design
*  Customer Experience design and implementation

*  Customer experience measurement and reporting experience

*  Strong stakeholder management and influencing skills

*  Working with cross functional and matrix teams

*  Budget experience and commercial analysis skills

* Customer experience strategy knowledge

Desirable Experience

*  Financial services industry experience

*  Customer insight (research and data analysis) experience.

* Reside in or around Cardiff

Job Offer

Exceptional basic salary

other benefits

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