Cust. Marketing

**Cust. Marketing & Behaviour Change Mngr**
**042110**

**Organisation**
- Marketing

**Job**
- Marketing

**Position Type**
- Full Time

**Job Title**: Customer Marketing and behaviour change manager

**Band**: 3

**Salary**: £52,000
**Location**: London (Stratford / working from home / agency offices)
**Position Type**: Permanent

**Job Overview**:

- At Transport for London (TfL), people are at the heart of our business. And there couldn’t be a more exciting time to join us
- In the Customer Marketing and Behaviour Change team, we’re proud of delivering meaningful campaigns and community programmes that reach millions of adults and children, helping to move London forward safely, inclusively, and sustainably.
- It’ll be your job to lead our Active Travel Behaviour Change programmes such as Cycle training and Walking & Cycling Grants London to encourage more people to walk and cycle n London.
- Cycle training plays an important role in improving air quality by taking cars off the road, diversifying cycling in London, and it contributes to a reduction in the number of people killed and seriously injured on London’s roads. TfL provides funding to the 33 London boroughs to deliver cycle training on our behalf. The Customer Marketing and Behaviour Change Team is looking for an experienced project manager to lead this important programme, working with the boroughs, the cycle training industry and senior TfL stakeholders and playing an important role in London’s ongoing safe, sustainable and healthy recovery.
- Walking & Cycling Grants London is an established grassroots programme where funding is provided to local community groups that run projects over a number of years to encourage people in the local community to walk and cycle more. The projects target harder to reach audiences and provide tangible on the ground activities that add value to local communities and help TfL achieve their aims around active travel. It’ll be your job to work with our suppliers and funding partners to maximise the potential of this programme and getting the best delivery from our on the ground projects.
- The role is office based at Endeavour Square an average of two days per week - Mondays and Wednesdays. You may also need to attend meetings at TfL or other offices on other days, so flexibility is required.

**Key Accountabilities**:
The post holder will be accountable for the following:

- Leading the planning, management and delivery of behaviour change programmes, ensuring alignment with the 3-year pan TfL customer communications strategy. This will require working with the boroughs to set, monitor and report on delivery targets as well as ensuring channel owners are briefed to promote the programmes as and when required.
- Leading integration of the wider TfL teams for the agreed programmes, helping to ensure TfL's customers - including businesses, schools and colleges and visitors - see us as an integrated, joined up organisation
- Ensuring the technical accuracy, compliance with TfL and Mayor of London brand guidelines and legal compliance of all outputs, seeking advice from colleagues in TfL Legal, the operational business and external suppliers when needed and then helping other channel leads to understand and action the advice
- Programme budget management including monthly forecasting and VOWD, administration of the budget through the borough portal, including monitoring and managing claims and VOWD submissions, managing and reallocating underspends
- Keeping up to date with industry developments, changes to national policies, the National Cycle Training Standard, and the impact of these on London’s cycle training programme
- Day to day lead for key stakeholder relationships including the Bikeability Trust, DfT cycle training policy lead, cycle training providers, unions, and other industry stakeholders
- Delivery of regular presentations and updates for senior internal and external stakeholders
- Lead the process for capturing and feeding back project outcomes, successes, and key learnings, proactively sharing across the portfolio and wider teams to assist continuous improvement and team development

**Skills & Experience**:
To be successful in this position you will have:

- Experience of planning and leading the delivery of outcomes focused behaviour change programmes. Project management, managing suppliers and senior stakeholder management are essential.
- Strong knowledge of behaviour change, strategy and some knowledge of communications and the role that both can play, alongside other levers, in delivering behaviour change and reputation management.
- Good experience of working with external 3rd parties across behaviour change sectors
- Able to generate enthusiasm across the 'matrix' and within supplier teams
- Able to turn plans into action to ensure successful delivery of programmes with the ability to commission work through and management of external suppliers.
- An interest in promoting diver