Introduction
The new car market is changing fast, due to various factors including the Zero Emission Vehicle (ZEV) mandate. This marks a defining moment for over 800,000 Motability Scheme customers - many with complex needs. An exceptional contact strategy will be essential to drive a seamless and inclusive shift to electric vehicles.
Description
Introduction
The new car market is changing fast, due to various factors including the Zero Emission Vehicle (ZEV) mandate. This marks a defining moment for over 800,000 Motability Scheme customers - many with complex needs. An exceptional contact strategy will be essential to drive a seamless and inclusive shift to electric vehicles.
What You'll Be Doing
This role is responsible for crafting and delivering best-in-class marketing strategies, communications and campaigns that span the full customer lifecycle - from acquisition and onboarding, to engagement, renewal and advocacy.
As Marketing Manager you'll lead the development and execution of customer contact strategies for key segments - using behavioural insight, data and creativity to influence behaviour and drive measurable outcomes.
You'll design, deliver and continuously refine high-performing contact strategies - leveraging behavioural insight, data and creative execution to influence customer behaviour and deliver against key business objectives.
You'll also matrix manage a cross-functional virtual team. You'll provide strategic direction and alignment - driving coordinated delivery through strong leadership, stakeholder engagement and collaboration.
Responsibilities
* Defining the end-to-end customer marketing plan, developing segment-specific communications strategies to drive customer conversion, retention and engagement.
* Designing multi-channel contact strategies that influence behaviour and improve customer outcomes - underpinned by behavioural science, insight and customer need.
* Developing the marketing plans and positioning to address segment-specific needs.
* Developing and executing multi-channel communications and content across the customer lifecycle. You'll work across multiple channels (website, app, account, email, SMS, social, print, partner comms) with the relevant channel owners (Campaigns, CRM, Product) to design and deploy initiatives.
* Leading a virtual squad of specialists from across the business - providing strategic direction, aligning delivery, and ensuring plans are joined-up and effective.
* Defining and tracking key performance metrics, working with the team to manage performance and reporting, and using data and insights to refine and optimise strategies.
* Developing test and learn approaches to continuously improve results including behavioural experiments and research briefs.
* Working with teams across the business to deliver joined-up customer initiatives that support our strategic goals and deliver measurable value.
* Creating and tracking budgets for your campaigns, feeding into the budget tracking process.
* Inspiring, motivating and supporting others to think, act and deliver their best.
* Collaborating with stakeholders, our in-house creative studio and agency partners.
Qualifications
The successful candidate must be a customer champion. You will play a key role in driving forward our digital-first approach to customer engagement and marketing personalisation - with a strong focus on behaviour change.
This Role Will Suit You If
* You are a creative thinker with an analytical mindset.
* You enjoy working in a fast-paced environment, making decisions and acting on your own initiative.
* You can juggle multiple priorities and you are comfortable with change.
* You are inquisitive, curious, and a natural problem-solver.
* You are someone who goes the extra mile to get the job done.
* You are a strong communicator with excellent interpersonal skills - and confident challenging the status quo You have strong attention to detail and time management.
* You enjoy working collaboratively and developing a high-performing matrix team.
Minimum criteria
You'll need all of these.
* Robust track record developing and delivering strategic marketing initiatives that drive acquisition, behaviour-change, engagement, loyalty, and/or retention.
* Experience in solving complex business problems and/or customer needs through marketing
* Proven successful experience in developing segmented, personalised, and tailored marketing campaigns from insights
* Strong experience in evaluating marketing performance and optimising plans
* Demonstrable experience in developing end-to-end marketing strategies for products or customer segments across the entire lifecycle
* Experience applying behaviour change frameworks and behavioural science to marketing.
* Demonstrable experience in sharing expertise to up-skill other team members, encouraging creativity and innovation.
* Experience leading cross-functional squads or virtual teams - organising people and resources to deliver complex programmes and achieve targets.
* Experience communicating strategies and recommendations to multiple audiences including senior stakeholders.
* Experience using one more BI tools (e.g. Power BI, Tableau, Qlik, Looker, Oracle Analytics.)
* Experience working in Agile and using Jira as a workflow management tool
* Experience of directing and managing agency partners.
* Excellent written and spoken communications skills.
* Experience of preparing and managing budgets.
Who You'll Be Working With
This role sits in the Marketing team within the Marketing, Communications and Customer Experience directorate, reporting into the Senior Marketing Manager.
Our team mission is to create best-in-class customer value strategy - for our eligible base, for prospects and for our customers throughout their lifecycle. We achieve this through marketing strategy, propositions, data-driven contact strategies, and campaigns.
We Are
* An ambitious team that combines creativity with insight to deliver bold, market-leading campaigns
* Team players who believe in collaboration, fairness and enjoying the journey
* A talented bunch, led by our CMO Lisa Thomas
* Part of a truly customer-first organisation, in the midst of an exciting transformation.
Benefits
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Our Values Are At The Heart Of Everything We Do. They Represent Ambition, And We Look For Our People To Live And Breathe Them Every Day
* We find solutions
* We drive change
* We care
We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.
As a Motability Operations team member, the benefits you can expect are:
* Competitive reward package including an annual discretionary bonus
* 15% non-contributory pension (9% non-contributory pension during probation period)
* 28 days annual leave with option to purchase and sell days
* Free fresh fruit and snacks in the office
* 1 day for volunteering
* Funded Private Medical Insurance cover
* Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
* Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help
* Funded health screening for over 50s
* Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans
* Employee Discount Scheme with an app to save on the go
* Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
* Generous family leave policies
At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.
We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Part-time
Job function
* Job function
Marketing
* Industries
Marketing Services
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