Job Title: Customer Engagement Lead

Contract Type: Permanent 

Location: Edinburgh/London/Alderley Park (Manchester)    

Working style: Hybrid 50% home/office based

Closing date: 6th February 2024  

Would you like to be part of a company who is driven by our purpose to protect the standard of living of this and future generations?

Being customer owned means that we always work in their best interest and when the business does well, customers get a share of our profits.  We are on a mission to deepen relationships with our customers and we need talented marketing and engagement communications specialists to join us on this exciting journey.

This is an exciting new role, leading a team focused on the creation of triggered, automated marketing campaigns using our new CRM capabilities. We are at the early stage of this journey, so it’s a fantastic time to be joining the team. This role offers the opportunity to have a significant impact on communicating with our customers and to champion customer thinking within the business.

This role will suit an individual who is experienced in leading a team through both complexity and change and who has passion and determination to help customers to get better outcomes. The team is accountable for creating, deploying, measuring and optimising all B2C engagement communications with the Royal London customer base.

If you would like to join the UK’s largest mutual life, pensions, and investment company, who were recently voted ‘Company of the Year’ by financial advisers then this could be the opportunity for you. 

About the role

• Adopt end to end customer journey thinking to create and embed fit for purpose automated, triggered, next best action driven engagement strategies and campaigns.
• Demonstrate ROI from engagement activities making recommendations for improvement whilst keeping customers front and centre of our approach
• Support the Head of Engagement Experience in delivering core components and enablers to mature our engagement capability
• Be an expert practitioner of journey design methodology and coach others
• Develop an expert knowledge of CRM capabilities and put them to good use within engagement activities.

About you

• Good grasp of the life & pensions industry & customer sets OR banking
• Knowledge of CRM, Marketing Automation & Marketing technology integrations
• Track record of delivering journey-led automated comms
• Proficiency in experience design methodology
• Agile Marketing Experience
• Grasp of core Marketing Data specialisms, tools & skillsets
• Marketing strategy, Data Driven Insights
• Strong leadership skills with an ability to cut through complexity to get the job done
• Strong communicator with an ability to work across matrix teams

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.   

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. 

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits  

Inclusion, diversity and belonging 

We’re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.