Director Of Customer Marketing And Marketing Operations
CurrentLeading an impactful, multi-disciplinary Customer Marketing and Marketing Operations team for a leading fintech challenger, culminating in acquisition and integration into the NatWest Group:- Developing a high-impact, cross-functional team to manage integrated marketing campaigns across diverse audiences- Providing strategic marketing leadership and expertise to facilitate organisational growth and further integration into NatWest Group- Co-creating leading customer experiences to enhance confidence in financial decision making, collaborating with Product, UX and Engineering teams- Designing and directing the brand transition and communication strategies for a landmark intra-group pension master trust merger, culminating in the migration of 640,000 customers, 23,000 organisations, and £2.49bn AUM to Cushon’s technology platform- Overseeing the creation and optimisation of multi-channel marketing campaigns, enhancing media awareness and demand generation, and maximising transactional and customer communications- Collaborating with data analysis team to drive conversion rate optimisation using behavioural analysis and A/B testing, establishing a Next Best Action framework targeting better customer outcomes- Advancing the use of lead scoring and grading, and CRM best practices across Growth and Marketing teams- Transforming content strategy and brand narrative through extensive user testing, stakeholder interviews, content audits and competitive analysis- Owning digital strategy, martech stack management, automation and re-platforming initiatives, to scale client and customer communications- Centralising collateral development and management, providing subject matter expertise and ensuring compliance with financial promotion regulations