Job Description
We're revolutionising how we help our members build stronger relationships with their finances and with us. Our mission is bold: to provide timely, contextually relevant and deeply personalised experiences that put our members first, foster trust, loyalty, and satisfaction. If you're a passionate marketer with proven experience in CRM-driven, lifecycle-based 1:1 marketing, we want to hear from you!
We're seeking a strategic Senior Marketing Manager to lead the development and delivery of our customer engagement strategy for one of our Engagement Squads. This influential role sits within the Customer Marketing team and focuses on leveraging CRM and cutting‑edge automation capabilities to deliver segmented, personalised communications that deepen member relationships.
Reporting into the Head of Customer Engagement, you'll create compelling experiences that are innovative and contextually relevant, ensuring communications resonate with individual needs and behaviours and you'll also be responsible for the delivery of some of our signature 1:1 engagement campaigns. At the heart of your plans will remain our 15 million members, who are central to every decision we make.
We are happy to consider flexible working approaches to help you perform at your best.
The working hours (per week) for this role can be between 28 and 35 hours.
At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Swindon or London office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
Responsibilities
What you'll be doing
In this role, you'll set the direction for how we connect with our members through personalised marketing campaigns and you'll lead the strategy for all one-to-one channels‑like email, app messages, and direct mail - making sure they work together to create a smooth experience.
Typically, your day will involve turning customer insights into clear actions, shaping bold ideas, and guiding your team to deliver campaigns that make a real difference. Beyond this you'll be working closely with senior leaders and other teams to align priorities and push the boundaries of what great customer engagement looks like.
Most importantly, you'll deliver brilliant customer experiences that show we truly understand their needs and support them with their everyday financial goals.
About you
You will be an experienced CRM and engagement marketer who has:
* A track record in developing, designing and executing successful lifecycle programmes and personalised communications.
* Experience across multiple marketing disciplines, with deep CRM knowledge and commercial acumen. Ability to shape and execute enterprise-level marketing plans that align with strategic objectives.
* Expert understanding of CRM and digital marketing trends, tools, and technologies. A forward‑thinking mindset with the ability to leverage emerging best practices and external insights to keep us ahead of the curve.
* Experience using behavioural data and insights to drive engagement and retention.
* Grasp of business strategy, marketing and communication frameworks, and the ability to translate strategic objectives into actionable plans and shape effective engagement strategies.
* Outstanding strategic and operational planning capabilities, with a history of managing multiple priorities and making critical decisions under pressure.
* Familiarity with advanced CRM platforms, marketing automation, and AI-driven personalisation tools.
Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:
* Feel what customers feel - We step into our customers' shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
* Say it straight - We are brave in speaking out and saying what we think - we're honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
* Push for better - We don't settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
* Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes
You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.
Qualifications
The extras you'll get
There are all sorts of employee benefits available at Nationwide, including:
* 30 days holiday, pro rata
* From January 2026, all Nationwide colleagues will benefit from private medical insurance
* A highly competitive pension to help you build a strong foundation for retirement
* Access to an annual performance related bonus
* Training and development to help you progress your career
* A great selection of additional benefits through our salary sacrifice scheme
* Life assurance to provide peace of mind for you and your loved ones in the event of your death
* Wellhub - access to a range of free and paid options for health and wellness
* Up to 2 days of paid volunteering a year
Banking - but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
As a mutual, we're owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don't see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.
If you're inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you're one of us.
At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.
We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.
What to do next
If this role is for you, please click the 'Apply Now' button. You'll need to attach your up-to-date CV and answer a few quick questions for us.
We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
Please note that should you be successful in securing this role, the job title on our internal systems will be Marketing & Corporate Affairs Senior Manager.
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