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Customer Marketing Manager


Sep 04, 2019



Agent: Reshma K.

Job #: 151636

Salary: up to £

Job Description

My client is an Accounting Software Fintech Start-Up, who have established their name in the industry. They are looking for a Customer Marketing Manager to join their team for a 12 month contract, paying up to £289/day.


We have exciting new role as a Customer Marketing Manager to join our growing UK Retention team. You will be data driven, customer focused and manage the life cycle touchpoints particularly around onboarding, engage, upsell and winback. 

The successful candidates should to be able to demonstrate ability in the following areas:

  • Drive customer growth by delivering targeted, relevant and timely in life marketing campaigns
  • Measure the impact of marketing activities on retention, lifetime value and ROI 
  • Continually test and learn new ways of driving efficiency and effectiveness of marketing 
  • Effectively partner with broad array of cross-functional teams and the US-based central marketing team to drive successful project execution. 
  • Measure performance and orchestrate contingencies when required to deliver on quarterly targets, delivering the forecast by KPIs and prioritizing to ensure execution of the critical few 



  • Prior experience in Retention Marketing with a track-record of demonstrable business results through testing and deploying effective lifecycle marketing campaigns 
  • Passion for delighting customers and using customer insights to improve end-to-end experiences 
  • Data savvy, with good understanding of customer segmentation and reporting on business performance of campaigns 
  • Experience executing high-impact multi-channel marketing campaigns across digital and offline channels (advertising, web, mobile, email, in-product, inbound/outbound calls etc.) 
  • Good understanding of email automation tools 


  • Effectively influences across teams to mobilise cross-team initiatives 
  • Bias for action and experience with rapid testing and optimisation 
  • Strong analytical skills & business judgment 
  • Exceptional communication skills: verbal, written, visual/presentation 
  • High energy & positive mindset attitude within a change environment 
  • Self-motivated, tenacious and balanced individual who brings ‘can do’ motivation to work every day. 

Role Remit 

  • Retention of existing Small Business and Self Employed customers 
  • The focus of this role is to drive retention for Small business and self-employed customers with a focus on identifying key reasons for churn, identifying at risk customer groups and putting programs in place to address these. The role will manage our retention team in Newcastle, looking to improve their performance, optimise and increase ROI. 

Key projects 
• In Product Cancellation – develop dynamic and interactive cancellation process in product 
• Reactive Retention – scale & optimize the team to focus on high value customers optimizing ROI 
• Proactive Retention / At Risk – test & learn program for intercepting churn further up the lifecycle 
• Loyalty – strategy & test plan for driving loyalty, customer delighters 

Key KPIs 
- Overall annual churn rate and attrition number 
- Retention Team Save Rate & ROI

Want more details about this and other opportunities?
Meet Reshma Kerai!