As Head of Performance Marketing, you’ll lead teams that plan, prioritise and create the 1:1 product marketing to existing Nationwide customers. Unlike other banks, we are owned by and run for our members. 1:1 communications are a key part of the relationship we have with our customers, helping them throughout their financial lives and bringing them relevant, helpful and personalised offers and messages at the right time.
Your remit will cover 1:1 existing customer marketing for Nationwide products across all of our direct communications channels, from messaging in the app to email to direct mail to push notifications. Leveraging deep direct response / conversion / performance marketing knowledge and skills, you’ll be accountable for driving performance and outcomes, leading product marketing squads and partnering with leaders across Nationwide.
You’ll join at an exciting period as we grow and transform our capability to be more personalised, more relevant and more useful to customers, leveraging the latest Martech to revolutionise the way in which we do 1:1 marketing. This provides an unrivalled opportunity to lead through a period of transformational change, reshape what we do and how we do it, and deliver marketing growth.
As a leader you’ll need a rare combination of skills: Being data literate, customer insight led and driven by outcomes. Being passionate about customers, and innovative in the way we market to them. And being exceptional at building relationships with stakeholders and shaping strategy. Using these skills, you will drive us towards our vision of achieving the best customer outcomes from personalisation of any bank, anywhere.
This role is within the Personalisation & Performance Marketing team.
The P&PM team exists to drive personalisation across Nationwide covering both communications and broader experience, to deliver exceptional performance marketing which gets results and to optimise and measure brand advertising.
In addition to this role and remit, the P&PM team encompasses a range of capabilities which are essential to achieve exceptional outcomes. These include advanced analytics, data design & selections, personalisation strategy and marketing measurement and effectiveness. As part of this team, you’ll have all the elements you need to succeed close at hand.
We are happy to consider flexible working approaches to help you perform at your best.
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.
What you’ll be doing
This is a senior role with the following key responsibilities:
* Leading and directing a number of marketing squads that plan, create, implement and measure personalised, 1:1 product marketing to existing Nationwide customers.
* Identifying customer needs and key touchpoints to develop pan channel, personalised 1:1 marketing solutions that drive the desired outcomes.
* Overseeing the development of personalised direct response communications that customers love and reflect the Nationwide brand.
* Ownership of performance and outcomes – monitoring performance against target and early identification of remedial actions if required.
* Driving marketing growth whilst delivering efficiency and ROI improvements.
* Promoting and role modelling a continual culture of test and learn.
* Leading through change as we evolve our ways of working and look to effectively leverage our market leading decisioning engine.
* Supporting, coaching and inspiring the team to develop and be their best.
* Influencing key leaders across the business.
About you
You will have:
* Extensive experience of leading teams to deliver performance marketing and a track record of achieving challenging targets, ideally in a financial services context across a portfolio of activity.
* Deep conversion / direct response / performance marketing knowledge and expertise.
* Experience of marketing a wide range of retail financial services products including achieving creative excellence within the framework of financial promotions regulation across all 1:1 marketing channels.
* Experience of leading teams through change / transformation journeys.
* Experience of using agile ways of working to deliver personalisation at scale (highly desirable: working in a squad model).
* Experience of effectively partnering multiple director level stakeholders and presenting at c-suite level.
* Experience of setting strategic marketing plans to deliver performance, optimising the use of resources – human, financial and technical.
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.
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
* A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
* Up to 2 days of paid volunteering a year
* Life assurance worth 8x your salary
* A great selection of additional benefits through our salary sacrifice scheme
* Wellhub – Access to a range of free and paid options for health and wellness
* Access to an annual performance related bonus
* Access to training to help you develop and progress your career
* 30 days holiday, pro rata
* Individual healthcare cover
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 Head of Marketing and Corporate Affairs.
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