118 118 Money
Chief Marketing Officer
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About Us
At 118 118 Money, we are dedicated to helping Britain achieve financial fitness. In 2023, we proudly relaunched the iconic 118 118 twins, reaffirming our commitment to improving the financial health of individuals across the nation. Our loans and credit cards are designed specifically for those often overlooked by mainstream lenders, empowering over 800,000 customers on their journey to better financial well-being.
Our vision is to champion financial fitness throughout Britain by offering accessible products, valuable resources, and unwavering support. We are on a mission to provide fair and transparent credit solutions that promote financial well-being for all.
With an impressive 4.8 Trustpilot rating, we take pride in being an approachable lender, ready to provide clear financial support. If you’re inspired by what you’ve read and want to make a real difference in people's lives, keep reading - your next opportunity to contribute to our mission could be just a few clicks away!
What you’ll do:
We are looking for a visionary Chief Marketing Officer (CMO) to join our executive team and lead our effort to become the market-leading Financial Fitness companion. You will be focused on driving our target market customers to adopt and use our products to improve their financial health and share our benefits with their family, friends and colleagues, creating greater usage of our personal loans, credit cards and mobile app.
This is a unique opportunity to shape and define the marketing function at a pivotal stage of our business.
Role Overview
As the Chief Marketing Officer (CMO), you will be responsible for building and executing a customer-centric marketing strategy that drives growth across all areas of the business. You will develop and market new products, ensuring they meet the needs of our diverse customer base.
You will leverage customer segmentation, data insights, and ongoing testing to continuously refine marketing efforts and optimise customer acquisition and retention strategies.
We want to create an engaged, enthusiastic and loyal customer base who make us their first choice when making purchases and payments and a brand they are proud to recommend and share!
This role is a role which is subject to certification by us under the Senior Managers and Certification Regime (SM&CR).
Key responsibilities and objectives:
Leadership & Strategy:
- Lead the development and execution of the overall marketing strategy, focusing on delivering a measurable impact on revenue growth and brand positioning.
- Build, manage and mentor a high-performing marketing team to drive excellence and innovation.
Customer Understanding & Segmentation:
- Develop a deep understanding of our customers through segmentation and data analysis, ensuring that marketing efforts are tailored to meet their needs and expectations.
- Establish a voice of the customer capability; using feedback, reviews and complaints insight to shape proposition, messaging, product development and customer management and retention strategy.
- Track competitors and adjacent FinTech and Near Prime markets in the UK, EU and USA, bringing trends and growth opportunities to the leadership team.
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Marketing & Product Collaboration:
- Own the go to market for the mobile app and wider 118 product range, aligning campaigns with product launches and targeting the right segments through the right channels.
- Own the 118 118 Money and 118M8 brands: clear positioning, consistent execution across channels and measurable growth in awareness and consideration in our target market.
Growth & Acquisition:
- Lead customer acquisition strategies across paid social (including Instagram and TikTok), digital, content and direct channels, with proven ability to originate loans and credit cards through social media.
- Design and launch a compliant customer referral programme, working with Compliance to ensure all referral incentives and content meet FCA financial promotions requirements.
- Drive brand awareness and thought leadership in the fintech space.
Retention & Engagement:
- Develop and execute strategies to improve customer retention, engagement and lifetime value.
- Build cross-sell and upsell opportunities while ensuring responsible practices that support long-term customer relationships.
- Optimise the customer journey from application through to customer management, ensuring a seamless, engaging experience.
Metrics & Performance:
- Promote a data-driven, test-and-learn culture across all marketing activities to optimise and scale campaigns.
- Establish KPIs to track and measure the performance of marketing campaigns.
- Regularly report on progress to the executive team, adjusting strategies as necessary to meet business goals.
Who you are
A strategic leader with a commercial mindset, exceptional communication skills and a passion for growth.
What you'll need:
- Proven senior marketing leadership in fintech or regulated consumer finance, with ownership of budget, team and commercial outcomes.
- Hands on experience running paid social acquisition on Instagram and TikTok for regulated credit products, with the numbers to show for it.
- Experience designing referral or member get member programmes in consumer finance, with working knowledge of FCA financial promotions rules.
- A track record of using customer segmentation and insight to drive commercial decisions on proposition, acquisition and retention.
- Demonstrable success improving retention, engagement and customer lifetime value with measurable results.
- Experience taking a mobile app to market and driving adoption and monetisation.
- Deep, hands on use of AI across marketing in content production, campaign optimisation, audience targeting and team productivity. You will be asked to show how you work with AI, not describe it.
What's in it for you?
- A competitive salary
- Flexible, hybrid working opportunities.
- Company bonus scheme - if the business does well, you should get rewarded for your hard work.
- 25 days annual leave, (plus bank holidays) increasing to 27 after two years service and 30 after five.
- Company pension scheme – we provide an enhanced pension scheme with generous employer contributions to set you up for the future which includes life cover of 4x your base salary.
- PMI
- Eye test – you can claim a freebie each year, or if your needs change.
- Employee Assistance Programme - we offer membership to a recognised scheme to support you and your wellbeing.
- A strong ethos of equality, diversity, and inclusion.
- Wide business exposure, in terms of business disciplines, projects and stakeholders.
- Direct contribution to business transformation and growth.
- Huge learning and career progression opportunities.
- Being valued as an individual from our team.
- Full training, support and mentoring to develop a successful career in financial services.
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Like what you’ve heard? Great - apply now!
As a candidate, we know the interview process can be daunting and it’s important that you have a great experience with us. We will do all we can to make sure you are fully informed and excited by our story so we get to see the best from you. If you need any adjustments made to help you with the interview process, just let us know by emailing claire.hinson@118118money.com and we’ll do our best to accommodate them.
Following your application, we will want to learn more about you, your motivations, experiences and values. In turn, you get to learn about our business, our culture, the role and what we can offer you.
If you think you’d be great for the role, but don’t necessarily tick all the boxes, we’d still love to hear from you, so apply today and take the first step towards an exciting future!
Equal Opportunity Employer
At 118 118 Money we are passionate about equality, diversity, and inclusion. We are committed to being representative of different cultures, backgrounds, lifestyles, and groups, where everyone has an equal chance to succeed. It is our policy to treat everyone fairly and to ensure no one is disadvantaged or receives less favourable treatment. We recognise that everyone has different needs and while we can’t accommodate every flexible working request we are more than happy to have a conversation about it.
How we handle your data
118 118 Money requires your personal data to process your application for a position within our Company. If your application is successful through to telephone screening/interview, and you are not selected for a role, we may store your personal data for 12 months to enable our HR team to contact you should future roles be advertised.
Where you apply, but are not selected for telephone screening/interview, we will delete your personal data once the position is filled.
118 118 Money does not use automated decisioning or profiling when selecting candidates.
For your rights under GDPR please see our Privacy Policy.
Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.
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