Head of Marketing and Client Experience
About the Role
We are seeking an exceptional Head of Marketing and Client Experience to join our leadership team. This pivotal role combines strategic marketing leadership with a relentless focus on delivering outstanding client experiences. The successful candidate will drive our brand forward whilst ensuring every client interaction reflects our commitment to excellence.
Key Responsibilities
Marketing Strategy & Execution
* Develop and implement comprehensive marketing strategies that drive business growth and market share
* Lead brand development, positioning, and messaging to ensure consistent market presence
* Oversee multi-channel marketing campaigns including digital, content, social media, and traditional channels
* Manage marketing budget and demonstrate clear ROI on marketing investments
* Conduct market research and competitive analysis to identify opportunities and inform strategy
* Partner with sales teams to create aligned go-to-market strategies and lead generation programmes
1.
Client Experience Leadership
* Design and implement client experience strategies that create competitive advantage
* Map end-to-end client journeys, identifying opportunities to enhance satisfaction and loyalty
* Establish client feedback mechanisms and translate insights into tangible improvements
* Develop and monitor client experience KPIs including NPS, CSAT, and retention metrics
* Create client segmentation strategies to deliver personalised experiences at scale
* Champion a client-centric culture across all departments and touchpoints
Digital Transformation
* Lead digital marketing initiatives including SEO/SEM, marketing automation, and data analytics
* Implement marketing technology solutions to enhance efficiency and effectiveness
* Develop data-driven marketing approaches using customer insights and analytics
* Ensure seamless integration between digital and traditional marketing channels
Team Leadership & Development
* Build, mentor, and inspire a high-performing marketing and client experience team
* Foster collaboration across departments to ensure aligned client experiences
* Present strategies and results to executive leadership and stakeholders
* Manage vendor relationships including agencies, consultants, and technology partners
* Drive continuous improvement and innovation within the function
2.
Required Qualifications
Education & Experience
* Bachelor's degree in Marketing, Business, or related field; MBA or advanced degree preferred
* Minimum 10 years of progressive marketing experience, with at least 5 years in senior leadership roles
* Demonstrated success in both strategic planning and hands-on execution
* Proven track record of driving measurable business results through marketing initiatives
Technical Skills & Knowledge
* Expert knowledge of digital marketing channels and technologies
* Strong understanding of customer experience principles and methodologies
* Proficiency with CRM systems, marketing automation platforms, and analytics tools
* Experience with brand management and integrated marketing communications
* Financial acumen with experience managing significant budgets
Leadership Competencies
* Strategic mindset with ability to translate vision into actionable plans
* Exceptional communication and presentation skills
* Strong analytical and problem-solving capabilities
* Ability to influence and build consensus across all organisational levels
* Change management skills with experience driving cultural transformation
Location
This role is based in our offices with hybrid working flexibility. Some travel may be required.