Senior Marketing Manager
Role Purpose
Own the commercial marketing performance of the Lending and Insurance portfolios, lead the marketing agenda within Growth & Engagement, and build the capability to grow it.
This is a senior, commercially-minded marketer who does more than run campaigns. They bring breadth across direct marketing, product, CX and UX, and contact centre, and use it to improve the whole customer experience, acquisition, conversion, engagement and value, across both verticals. They decide what needs to happen and why. The Campaign Specialist owns how and when.
Scope
Now
Own commercial marketing for Lending and Insurance. Direct the Campaign Specialist, partner CRM, and drive journey, conversion and CX improvements across both books.
Over Time
Take over management of Affiliates (from Pierre) to bring the capability in-house and reduce affiliate dependency. Build a product-marketing team as scale requires. Provide succession bench-strength for the Executive: Growth & Engagement role.
Core Responsibilities
- Commercial Marketing Ownership
Own the commercial marketing performance of both portfolios, customer growth, conversion, engagement, retention, cross-sell and marketing effectiveness. Translate business objectives into marketing priorities and commercial recommendations for leadership.
- Customer Experience, Journeys and UX
Own the end-to-end customer journey across acquisition, onboarding, lifecycle, retention, reactivation and cross-sell. Use product, CX and UX experience to remove friction and improve conversion, not just messaging, but the experience itself. Work with CRM and the Campaign Specialist to implement.
- Customer Insight
Build a deep understanding of customers through research, behavioural analysis, complaints, call listening and contact-centre insight, competitor and market monitoring. Turn insight into marketing and experience improvements.
- Performance Analysis and Recommendations
Monitor performance across campaigns, channels, conversion, engagement and ROI. Present insight, root cause, recommendation and action. Never simply present data.
- Campaign Prioritisation and Direction
Set campaign priorities and brief the Campaign Specialist on objective, audience, messaging, offer and desired outcome. Review performance and optimise. This role directs campaigns; it does not produce them.
- Leadership and Capability Build
Set the marketing agenda for the portfolios, build and coach the team over time, and take on Affiliates when ready. Lead through ownership and influence, not administration.
- Stakeholder Management
Work at a senior level with Product, Credit, Risk, Analytics, CRM, Contact Centre, Creative Studio, Compliance and Exco to ensure marketing supports the wider commercial agenda.
What Stays With Others
Campaign production, workflow, scheduling, asset management and compliance administration sit with the Marketing Campaign Specialist. Lifecycle orchestration and automation sit with CRM. This role briefs, prioritises and directs that work.
Primary KPIs
Success in the role is measured across both verticals through applications and funded loans, quotes and policies, conversion, silent rate, NTU, persistency and retention, cross-sell and 2+ product penetration, marketing ROI, and, in time, affiliate efficiency and customer-experience measures.
Candidate Profile
A senior marketer with genuine breadth, comfortable owning commercial outcomes and building capability.
- 8–12 years' marketing experience, financial services preferred
- Breadth across direct marketing, product, CX/UX and contact centre
- Strong digital and CRM / customer-journey capability
- Commercial mindset, fluent in conversion, cost, quality and value
- Strong Excel and Power BI; comfortable with data (SQL desirable)
- Proven leadership and senior stakeholder management
- Potential to grow into an executive Growth & Engagement remit