St. James's Place
Marketing CRM and Client Engagement Lead
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With our refreshed strategy, we’re building on our rich heritage and transforming our business to be more scalable and efficient, unlocking the capabilities needed for future success. This includes significantly investing in technology, streamlining the way we work and creating an environment where colleagues feel engaged, empowered and accountable; where they can show up, speak up and perform - because we believe in the difference our work makes.
At a glance:
- Location: Bristol, Cirencester or London
- Workplace Type: Hybrid
- Employment Type: Permanent
- Seniority: Mid-Senior Level
About The Role
We have a newly created role for a commercially minded leader in customer relationship management and automated marketing. This person will develop the future of client and adviser engagement at St. James's Place.
This is a high-impact leadership role where you'll take ownership of our Marketing Automation capability (including Salesforce Marketing Cloud), driving personalised client and adviser communications at scale through data, automation and customer insight. You'll play a critical role in strengthening client retention, enhancing engagement and delivering seamless lifecycle communications across a highly complex and evolving business landscape. Working closely with teams across Marketing, Technology, Data, Digital and Compliance, you'll lead the development of our CRM strategy, champion best-practice lifecycle marketing and help shape the next generation of our marketing technology ecosystem. This includes playing a key role in our future Salesforce Marketing Cloud transformation programme and wider CRM capability development. You'll also lead and develop a specialist CRM team while acting as a trusted authority for senior partners across the business.
What You'll Be Doing
- Defining and delivering the CRM, client engagement and retention strategy across adviser and client audiences.
- Owning Salesforce Marketing Cloud as the strategic platform for customer communications and marketing automation.
- Developing audience, segmentation and personalisation strategies that improve engagement, retention and client outcomes.
- Leading the evolution of lifecycle marketing programmes, customer journeys and automated communications.
- Partnering with Technology, Data and Marketing teams to maximise the value of customer data and marketing technology investments.
- Driving the adoption of the best procedure CRM governance, customer communications and automation processes.
- Leading, coaching and developing a high-performing CRM and Marketing Automation team.
- Influencing senior collaborators and acting as the go-to expert for CRM strategy, capability and innovation.
- Establishing performance frameworks, critical metrics and reporting that support data-driven decision making.
- Ensuring all CRM activity supports regulatory requirements, Consumer Duty obligations and positive customer outcomes.
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About You
You'll be an experienced CRM, customer engagement or marketing automation leader who enjoys combining strategy, technology and collaborator management to deliver measurable business outcomes. Be comfortable operating in a fast-moving environment where you can influence senior team members, challenge existing thinking and seek opportunities to improve customer engagement through data and technology.
You'll bring a good understanding of lifecycle marketing, audience strategy, and marketing automation. You will also have the credibility to represent the function with senior business leaders and advise collaborators. Most importantly, you'll be someone who is curious, proactive and motivated by driving meaningful improvements for customers and the business.
Essential Criteria
- Salesforce Marketing Cloud certifications (or relevant experience).
- Extensive experience leading CRM, customer engagement, retention or lifecycle marketing functions.
- Deep expertise in Salesforce Marketing Cloud or a comparable enterprise marketing automation platform.
- Strong understanding of customer lifecycle marketing, segmentation, personalisation and customer journey design.
- Experience using customer data and insight to drive engagement, retention and communication strategies.
- Experience operating within complex, matrixed organisations and influencing senior team members.
- People leadership experience, including developing and coaching specialist teams.
- Strong commercial awareness with a track record of improving customer engagement and business performance.
Desirable Criteria
- Experience with Salesforce Data Cloud / Data360.
- Knowledge of SQL, AMPscript or broader marketing technology integrations.
- Experience leading CRM platform upgrades, migrations or transformation programmes.
- Experience working across B2B2C business models.
- Knowledge of AI-enabled marketing, predictive modelling or action frameworks.
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What's in it for you?
Whatever stage of life you're in, our benefits are designed to provide the support, flexibility, and peace of mind you need to thrive both at work and beyond.
In addition to our discretionary annual bonus scheme, which reflects both individual and company performance, you'll benefit from a market-leading benefits package tailored to support your wellbeing, financial security, and family life.
Our benefits include:
- 28 days' annual leave plus bank holidays, with the option to purchase up to 5 additional days.
- Private Medical Insurance – company-funded cover for you and your immediate family.
- Generous Pension Scheme – a non-contributory employer contribution of 10%, increasing with length of service up to 15%, plus the opportunity to increase this through salary sacrifice.
- Enhanced Parental Leave – up to 26 weeks' full pay to support growing families.
- Protection Benefits – company-funded critical illness cover, income protection, and life assurance.
- EV salary sacrifice scheme through Tusker.
Reasonable Adjustments
We're an equal opportunities employer and want to ensure our recruitment process is accessible and inclusive for all, if you require reasonable adjustment(s) at any stage please let us know by emailing us at careers@sjp.co.uk
Research tells us that applicants (especially those from underrepresented groups) can be put off from applying for a role if they do not meet all the criteria or have been on an extended career-break. If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you tick every box.
What's next?
If you're excited about this role and believe you have the skills and experience we're looking for, we'd love to hear from you! Please submit an application by clicking ‘apply’ below and our team will be in touch.
As a business regulated by the FCA we would advise you to familiarise yourself with the conduct regulations and in particular consumer duty obligations prior to an interview with SJP.
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