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Senior Customer Marketing Executive

2 weeks ago

Abbey Wood, United Kingdom Vitality Full time

Overall Job Purpose

To put the customer at the heart of all communications creating journeys that inspire our members to engage in their plans and the Vitality programme.

Through designing innovative customer communications journeys, you’re responsible for driving engagement, loyalty and advocacy by enhancing the member experience.

As a member of the team, you’ll make this possible by collaborating with other teams in Marketing, and working with multiple departments across the Vitality Group. You’ll have input to the overall CX journey, with ownership of the communications we send out to support these key member journeys.

This vacancy is principally aligned to the Health business within Vitality though you may also be required to work on other business lines and / or multi-product experiences and communications.

You’re responsible for maintaining and enhancing our suite of system generated and manual correspondence which support these customer journeys and touchpoints. You create multi-channel communications that are clear and effective, and which always reflect our brand and tone of voice.

Accountabilities

To review and evaluate customer communications journeys across all channels. Design and develop effective communications to enhance and support the member experience

Work with the Customer Marketing Manager to create and update communications to support projects as required, such as communicating plan changes to our members, Group Secretaries and Advisers

Enhance and maintain system generated correspondence, for Member, Group Secretary and Adviser touchpoints, creating new correspondence as required as well as updating and maintaining existing ones

Attend project meetings as required and act as the project lead from the Customer Marketing Team when needed

Create impact assessments and delivery plans to support projects. Monitor delivery against the plan and follow up on activities where appropriate, highlighting any areas of concern to management. Keep project plans updated with progress on actions

Drive projects through internal systems and processes to get sign off from key stakeholders, ensuring they’re given sufficient time to review and feedback in advance of the deadline

Manage own marketing assets to the set use by dates, including review, extensions or made obsolete as appropriate

Provide a professional and efficient support service for the team, and respond to requests from internal stakeholders in a timely and appropriate manner

Proactively work with external suppliers such as print suppliers, to ensure costs are controlled and excellent working relationships are maintained

Maintain up to date knowledge of the regulatory environment in which the company operates

Skills Required

Essential

Degree level or equivalent - has in-depth knowledge in own discipline, gained through significant work experience in a relevant role or sector

Proven Marketing experience

Experience working in a fast-paced business environment

Experience of writing clear and concise customer communications

Excellent team worker and relationship builder with stakeholders

Desirable

Experience or knowledge of marketing delivery and CMS systems e.g. Salesforce Marketing Cloud, Sitecore, OpenText Exstream

Understanding of Financial Services Industry

Experience dealing with technical, complex communications