Title:  Customer Marketing Manager

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Summary 

The role holder will have accountability for developing, managing, delivering and evaluating marketing plans aligned to the customer marketing strategy. They will work closely with key stakeholders including distribution, customer service, customer modernisations and proposition teams and be accountable for adapting and prioritising plans to ensure customer engagement and proactive communications are delivered in a timely and credible way. 

They will have a deep understanding of the target audience (our end customers), positioning, competition, distribution routes and customer journeys and work closely with the wider marketing team to create campaigns that support delivery of our key performance indicators including Net Promoter Scores, customer feedback, reduced customer complaints. They will lead the delivery of ‘One Canada Life’ and ensure plans and priorities are aligned with wider campaigns and strategies to increase efficiency and effectiveness. They will also review and optimise plans, using test and learn approaches, analysing MI and incorporating customer feedback. 

The role holder will lead a small team of up to three campaign managers and executives but will need to be hands on and personally contributing to the creation and delivery of high-quality marketing campaigns and communications to deliver an enhanced customer experience and support the business objectives and achieve in-year targets.  

What You'll Do 

•    Develop and agree customer marketing plans aligned to the business strategy and objectives. Understand customer marketing principles and regulatory environment, to ensure plans are adapted to correctly position campaigns and content.

•    Work collaboratively with internal stakeholders inc. the senior leadership team, customer services, distribution and proposition, to understand requirements and priorities, urgent requests and/or regulatory requirements. 

•    Responsibility for delivering customer engagement communications and proactive customer communications to enhance customer experience to time and budget.

•    Develop campaigns from brief through to delivery, on and offline, across multiple channels, ensuring alignment to the brand and content strategy.

•    Work closely with external stakeholders to maximise effectiveness inc. advertising agencies, media buyers

•    Directly responsible for managing the team, their development plans and capacity planning according to business objectives and marketing priorities, ensuring clear communication of plans with team and use of agile resource pool to achieve objectives.

•    To lead regular two-way communication opportunities with the team, matrix manage across the business, encouraging openness, collaboration, and trust.

•    Proactively manage the performance of the team and ensure productivity, review and approve your teams work and develop their skills and knowledge.

•    Agree marketing objectives and KPIs for all activities, ensuring that relevant metrics are measured and reported, and relevant data monitored, to establish campaign effectiveness, key learnings and pursue a culture of continual improvement.

•    Support customer and data driven transformation, implementing learnings from business insights eg. customer/adviser feedback, MI, and primary and secondary research.

•    Represent Marketing when needed on projects & customer modernisation, product working groups and in other relevant forums, acting as customer champion and leading on customer strategy initiatives such as Vulnerable Customer and Customer Modernisation programme

•    Manage the communications budget using the agreed budget management process and tools, including supporting the annual budget planning cycle, and the monthly budgeting process for invoices, accruals and transactions

Who You Are

Demonstrable knowledge of:

•    The media landscape, channels and trends and how best to leverage creative across channels 
•    The propositional and market landscape
•    Working in financial services, including regulatory requirements including Consumer Duty
•    Direct customer engagement / marketing

Demonstrable skills in:

•    Marketing platforms including engagement platforms (eg. Pardot, Salesforce Marketing Cloud), CRM systems (eg Salesforce), digital asset management systems (eg. Aprimo) and MI platforms (eg Google analytics)  
•    Highly organised with excellent time management skills
•    Able to manage complex workloads and meet numerous deadlines to budget
•    An eye for detail, able to spot trends and recommend improvements through rational/logical argument
•    Genuine and demonstrable enthusiasm for working collaboratively in a small, busy team, working together to achieve business objectives
•    Excellent people skills, adept at winning support from a wide range of people and collaborating closely when needed to achieve common goals

Practical experience in a marketing communications management role is necessary, demonstrating personal delivery and delivery through teams across all strands of marketing. Demonstrable experience in:

•    Marketing planning and budget management
•    Working closely with risk, compliance and legal functions, ideally in a regulated industry  
•    Using data and marketing analytics to improve planning, prioritisation, team performance and campaign performance
•    Hands-on experience working with agencies and other providers of marketing services, including advertising agencies and media buyers
•    Marketing delivery and execution, including campaign development and content creation
•    A background in financial services

Qualifications 

Desirable:

•    Degree level education or equivalent
•    Marketing qualification - CIM or equivalent

Benefits of working at Canada Life

We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that’s regularly reviewed. As a Canada Life UK colleague, you’ll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance.  We have a fantastic number of other benefits and support services as well as regular personal and professional development.

How we work at Canada Life

Our culture is unique and incredibly important to us.  We care about doing the right thing for our people, customers and community and helping others to build better futures.  Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others.  Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward. 

We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That’s why we offer a range of training, flexible working and opportunities to grow and develop.

Diversity and inclusion

Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us.  We are proud of the progress we’re making in DEI, and we continue for it to be a significant focus. 

“At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all.”  Nick Harding, Chief People Officer, Canada Life UK

We appreciate that everyone has different work and life responsibilities. We’re happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for you.