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About the Role
We are seeking an experienced Customer Marketing Manager to enhance customer advocacy and loyalty, contributing to AJ Bell's long-term growth and exceptional customer experiences. This role involves owning and evolving the referral program while shaping future customer loyalty strategies.
Responsibilities
- Own and grow the referral programme.
- Lead the ongoing optimisation of the existing referral programme, identifying opportunities to improve customer engagement and commercial performance.
- Challenge existing approaches using customer insight, data and commercial analysis.
- Manage relationships with our referral agency to continuously improve programme performance.
- Lead cross-functional projects with technical teams, identifying operational improvements to the customer journey and driving them through to delivery.
- Explore new ways to reward, recognise and retain customers, building recommendations supported by customer insight, commercial analysis and testing.
- Build compelling business cases that demonstrate the value of customer loyalty initiatives and influence senior stakeholders.
- Take ownership of identifying opportunities and progressing them from concept through to delivery.
- Lead end-to-end campaign delivery, working closely with CRM Operations and Copywriting to execute customer communications.
- Identify opportunities to embed referral and loyalty messaging across wider marketing activity.
- Balance strategic thinking with hands-on campaign delivery, taking ownership of outcomes and delivering high-quality execution.
- Ensure all activity meets regulatory, legal and governance requirements, working closely with Compliance, Legal and Data Protection.
- Line manage and coach a Marketing Executive, helping them build confidence, develop key marketing skills and take on increasing responsibility through effective delegation.
- Build strong relationships that enable progress while constructively challenging thinking where appropriate.
- Influence senior stakeholders through well-reasoned recommendations and champion the value and success of the referral and loyalty programmes across the business.
- Work collaboratively with colleagues across the business to identify opportunities and deliver shared objectives.
- Manage programme budgets, forecasts and spend, ensuring clear visibility of performance, risks and opportunities.
Requirements
- Strong end-to-end campaign management experience.
- Strong commercial mindset, with the ability to evaluate opportunities, build business cases and balance customer needs with business objectives.
- Comfortable working in ambiguity, identifying opportunities and developing recommendations.
- Strong analytical skills, using data, testing and customer insight to make decisions and continuously optimise performance.
- Proven ability to influence and challenge stakeholders constructively, building credibility across a range of business functions and seniority levels.
- Experience coaching, developing or line managing junior colleagues, with a genuine interest in helping others grow.
- Experience managing budgets, forecasts and commercial performance, with strong financial discipline.
- Experience measuring and reporting on campaign performance.
- Experience working within regulated environments, with an understanding of governance, data privacy and the importance of compliance in customer communications.
Skills
- Customer advocacy
- Customer loyalty
- Customer value
- Commercial analysis
- Business case development
- Stakeholder influence
- Agency management
- Campaign management
- Customer insight
- Data analysis
- Testing
- CRM
- Copywriting
- Compliance
- Legal
- Data Protection
- Budget management
- Forecasting
- Performance reporting
Location
- London
Work Type
- Hybrid
Experience Level
- Experienced
Salary/Compensations
- £55,000 - £65,000 per annum
Benefits
- 27 days holiday, increasing with service + buy/sell scheme + bank holidays
- 8% Pension with matched contributions
- Discretionary bonus scheme
- Share schemes (including free shares and BAYE)
- Health Cash Plan and discounted private healthcare
- Enhanced family leave (subject to qualifying criteria)
- Travel and bike loan schemes
- Employee Assistance Programme
- Regular social events including summer and Christmas parties
- Learning and development opportunities tailored to you
- Casual dress code
- Friendly, supportive team environment
About the Company
- At AJ Bell, we believe investing should feel good. Whether you're looking for an ISA, pension, or dealing account, whether you want to invest with the help of a financial adviser or do it yourself, we have easy-to-use solutions to suit people from all walks of life.
- We're one of the UK's fastest-growing investment platform businesses, trusted by everyone from professional financial advisers to first-time investors.
- Today, over 762,000 customers trust us to manage more than £121.5 billion of assets. By continually striving to make investing simpler and more accessible, we're helping more people take control of their financial futures.
- We're proud to be recognised as one of the UK's Best 100 Companies to Work For for six consecutive years, and a Great Place to Work® in 2025 and 2026, a reflection of our supportive and collaborative culture.
Equal Opportunity
- We’re committed to creating an inclusive environment where everyone feels respected, supported and able to be themselves at work.
- We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.