Marketing Automation & Customer Journeys

• Own the design, build, and optimisation of sophisticated automated customer journeys, triggered communications, and lifecycle programmes across D&AD's diverse portfolio of products, audiences, and markets.
• Manage a high volume of concurrent email campaigns and workflows, ensuring communications are coordinated, audience-led, and aligned with commercial priorities across Awards, Festival, Learning, Talent, and Partnerships.
• Develop and continuously refine complex nurture programmes that move prospects and customers through multiple stages of consideration, enquiry, application, purchase, retention, and advocacy.
• Create and manage sophisticated audience segmentation and personalisation strategies, leveraging behavioural, demographic, engagement, and transactional data to improve relevance and performance.
• Partner with product, sales, and marketing teams to map and optimise customer journeys across both B2B and B2C audiences, identifying opportunities to increase conversion, engagement, and lifetime value.
• Lead testing and optimisation of customer journeys, automation logic, messaging, timing, and audience pathways to improve efficiency and marketing effectiveness at scale.
• Ensure CRM and marketing automation platforms are structured and utilised effectively to support business growth, operational efficiency, and a best-in-class customer experience.

Reporting & Optimisation

• Use HubSpot to manage campaigns and workflows end-to-end, proactively seeking ways to get more out of the platform.
• Monitor and report on key email performance metrics including: open rates, CTR; conversions, revenue attribution, engagement and retention
• Analyse performance and campaign outcomes, using data to inform future strategies, optimise engagement and provide actionable recommendations for improvement
• Use testing, insight, and data to continuously optimise campaigns and journeys

Copywriting

• Email is your primary canvas. You’ll write compelling, human copy across campaigns, nurture sequences and operational sends, always with a clear sense of what you want the reader to think, feel, or do next.
• Beyond email, you're someone who genuinely loves writing and can turn your hand to other formats when needed, whether that's a punchy paid social ad, a short website update, or a quick landing page headline.
• You bring consistency of tone across everything you touch, helping to maintain D&AD's brand voice.
• You proofread and sense-check copy across the team's output, ensuring accuracy and quality in everything that goes out the door.

Stakeholder Management

• Collaborate with cross-functional teams across the organisation
• Advise internal stakeholders on email best practice and customer communications
• Manage briefing, approvals, and delivery processes
• Ensure communications remain audience-focused and commercially effective

About You

We're looking for an experienced email and CRM marketer who thrives in a fast-paced environment and is comfortable managing a high volume of communications across multiple products, audiences, and customer journeys simultaneously.

You Will Bring

• Significant experience in email marketing, CRM, lifecycle marketing, or marketing automation roles within a complex B2B organisation, ideally across education, events, or multi-product environment.
• Proven experience managing high-volume email programmes across multiple products and audience segments, balancing competing priorities while maintaining exceptional attention to detail.
• Strong expertise in designing, building, and optimising sophisticated customer journeys, automated workflows, nurture programmes, and triggered communications.
• Experience developing complex audience segmentation and personalisation strategies using behavioural, demographic, engagement, and transactional data.
• A strong understanding of lead generation and lead nurturing, with experience moving prospects through consideration, enquiry, application, and purchase journeys.
• Confidence working across both B2B and B2C audiences, adapting messaging and customer journeys to different audience needs and behaviours.
• Experience using CRM and marketing automation platforms to deliver scalable, data-driven marketing programmes.
• Strong analytical skills with the ability to interpret campaign performance, identify opportunities, and translate insights into action.
• Excellent project management and organisational skills, with the ability to manage multiple campaigns, stakeholders, deadlines, and approval processes simultaneously.
• A proactive, solutions-focused mindset and the confidence to challenge, recommend improvements, and drive best practice across email marketing and customer communications.
• Excellent written communication skills and a strong understanding of how to create compelling, customer-focused messaging that drives engagement and conversion.

Ideally, you'll also have experience working across learning programmes, events, professional development products, or creative industries, and a passion for delivering exceptional audience experiences through smart, effective communications.

D&AD is committed to diversity, equality, equity, inclusion and respect for all.

Providing a work environment in which all employees are treated with fairness, respect and dignity and which is free of discrimination, victimisation, bullying and harassment. At D&AD we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Please email vanessa.knight@btinternet.com to let us know if you need any reasonable adjustments to be made for any part of the recruitment process.

In order to comply with the Prevention of Illegal Working, Immigration, Asylum and Nationality Act, you will need to provide appropriate documentation that proves that you are eligible to work in the UK.

Due to the number of applications we receive, we regret that you will not be contacted unless you are shortlisted for an interview. If you have not heard from us within three weeks of the closing date of your application you should assume that you have not been successful on this occasion.

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