Motability Operations Ltd
Marketing Manager
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About The Role
As a Marketing Manager within our Customer Marketing Team, you’ll be responsible for the end-to-end development, delivery and optimisation of key customer marketing strategies across the Motability Scheme. You’ll also manage and support our Senior Marketing Executives, providing clear direction, coaching and development to help them thrive in their roles.
You’ll help shape and deliver a customer marketing plan that optimises engagement and communication throughout every stage of the customer lifecycle. From prospect conversion and joining the Scheme, through to onboarding, in-life engagement, renewals and advocacy.
You’ll lead the delivery of our customer contact strategies for key customer segments, using behavioural science, customer insights and data to improve customer engagement, influence behaviour and deliver great business and customer outcomes.
You'll also play a key role in delivering marketing change initiatives as we continue to transform how we engage with customers, improve customer journeys and ensure our communications remain relevant, timely and effective.
You’ll be joining the team at an exciting time as we embark on a major programme of digital transformation, reimagining how we communicate with customers across email and SMS. You’ll play a key role in helping to shape and deliver this transformation.
You’ll Focus On
- Leading the end-to-end delivery of customer marketing strategies that support business priorities and improve customer outcomes
- Using data insights, segmentation and behavioural science to create personalised customer communications
- Developing a customer contact strategy that defines what we communicate, when we communicate and to which customer segments
- Building strong relationships with stakeholders across the business, influencing decisions and ensuring the voice of the customer is represented
- Leading change initiatives that support business transformation and customer engagement
About You
We’re looking for an enthusiastic, self-motivated individual who thrives in a collaborative environment and enjoys turning ideas into action. You'll be comfortable developing new marketing strategies, managing complex projects and working collaboratively to deliver change initiatives. You’ll be passionate about creating great customer experiences using insights and data to improve the way we engage with customers.
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This role will suit you if you
- Are a strategic thinker with an analytical mindset
- Enjoy taking ownership of projects from ideation through to delivery
- Can balance long-term planning with day-to-day delivery
- Are comfortable with change and managing multiple priorities
- Are inquisitive, curious, and a natural problem-solver
- Thrive in a fast-paced environment where accuracy and attention to detail are essential
- Continuously look for opportunities to improve processes, customer experiences and business outcomes
- Can confidently influence stakeholders at all levels
- Are confident challenging the status quo and love coming up with new ideas
Minimum criteria
You’ll need all of these.
- Experience developing and delivering customer marketing strategies that drive key business and customer outcomes
- Proven ability leading complex projects involving multiple stakeholders
- Excellent written and spoken communication skills
- Experience developing and delivering customer contact plans across the customer lifecycle
- Experience using customer insights, behavioural science and data to influence marketing strategies
- Experience managing a team or mentoring
- Ability to prepare and managing budgets
- Track record of communicating strategies and recommendations to multiple audiences including senior stakeholders
- Ability to manage tight deadlines in a fast-paced environment
- Demonstrable experience in achieving targets/results, focused on organising and bringing people and resources together to achieve key objectives
- Experience leading or supporting business change and transformation initiatives, with the ability to adapt
About The Company
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
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Our Values Are At The Heart Of Everything We Do. They Represent Ambition, And We Look For Our People To Live And Breathe Them Every Day
- We find solutions
- We drive change
- We care
We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.
At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.
We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
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