Customer Marketing Manager

Job Description

We're looking for an experienced Customer Marketing Manager to lead one of our biggest long-term growth opportunities: building stronger customer advocacy and loyalty. It's an exciting opportunity to join AJ Bell as we continue to invest in creating exceptional customer experiences and driving long-term growth.

You'll own and evolve our established referral programme while shaping our future approach to customer loyalty and customer value. Understanding what motivates customers, identifying commercial opportunities and developing an approach that helps us build stronger, longer-lasting customer relationships.

You'll work across strategy and delivery – developing business cases, influencing senior stakeholders, managing agency partners and leading campaigns from concept through to execution.

What you'll be doing

Own and grow our referral programme

• Lead the ongoing optimisation of our existing referral programme, identifying opportunities to improve customer engagement and commercial performance.
• Challenge existing approaches using customer insight, data and commercial analysis.
• Manage relationships with our referral agency to continuously improve programme performance.
• Lead cross-functional projects with technical teams, identifying operational improvements to the customer journey and driving them through to delivery.

Shape our future customer loyalty strategy

• Explore new ways to reward, recognise and retain customers, building recommendations supported by customer insight, commercial analysis and testing.
• Build compelling business cases that demonstrate the value of customer loyalty initiatives and influence senior stakeholders.
• Take ownership of identifying opportunities and progressing them from concept through to delivery.

Deliver high-quality campaigns

• Lead end-to-end campaign delivery, working closely with CRM Operations and Copywriting to execute customer communications.
• Identify opportunities to embed referral and loyalty messaging across wider marketing activity.
• Balance strategic thinking with hands-on campaign delivery, taking ownership of outcomes and delivering high-quality execution.
• Ensure all activity meets regulatory, legal and governance requirements, working closely with Compliance, Legal and Data Protection.

Develop people

• Line manage and coach a Marketing Executive, helping them build confidence, develop key marketing skills and take on increasing responsibility through effective delegation.

Lead through collaboration

• Build strong relationships that enable progress while constructively challenging thinking where appropriate.
• Influence senior stakeholders through well-reasoned recommendations and champion the value and success of the referral and loyalty programmes across the business.
• Work collaboratively with colleagues across the business to identify opportunities and deliver shared objectives.

Manage budgets

• Manage programme budgets, forecasts and spend, ensuring clear visibility of performance, risks and opportunities.

Experience we're looking for

• Strong end-to-end campaign management experience.
• Strong commercial mindset, with the ability to evaluate opportunities, build business cases and balance customer needs with business objectives.
• Comfortable working in ambiguity, identifying opportunities and developing recommendations.
• Strong analytical skills, using data, testing and customer insight to make decisions and continuously optimise performance.
• Proven ability to influence and challenge stakeholders constructively, building credibility across a range of business functions and seniority levels.
• Experience coaching, developing or line managing junior colleagues, with a genuine interest in helping others grow.
• Experience managing budgets, forecasts and commercial performance, with strong financial discipline.
• Experience measuring and reporting on campaign performance.
• Experience working within regulated environments, with an understanding of governance, data privacy and the importance of compliance in customer communications.

About AJ Bell

At AJ Bell, we believe investing should feel good. Whether you're looking for an ISA, pension, or dealing account, whether you want to invest with the help of a financial adviser or do it yourself, we have easy-to-use solutions to suit people from all walks of life.

We're one of the UK's fastest-growing investment platform businesses, trusted by everyone from professional financial advisers to first-time investors.

Today, over 762,000 customers trust us to manage more than £121.5 billion of assets. By continually striving to make investing simpler and more accessible, we're helping more people take control of their financial futures.

We're proud to be recognised as one of the UK's Best 100 Companies to Work For for six consecutive years, and a Great Place to Work® in 2025 and 2026, a reflection of our supportive and collaborative culture.

What we offer

• Starting salary between £55,000 - £65,000 per annum (dependent on experience)
• 27 days holiday, increasing with service + buy/sell scheme + bank holidays
• 8% Pension with matched contributions
• Discretionary bonus scheme
• Share schemes (including free shares and BAYE)
• Health Cash Plan and discounted private healthcare
• Enhanced family leave (subject to qualifying criteria)
• Travel and bike loan schemes
• Employee Assistance Programme

Life at AJ Bell

• Regular social events including summer and Christmas parties
• Learning and development opportunities tailored to you
• Casual dress code
• Friendly, supportive team environment

Our ways of working

At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you'll spend 50% of your working time in the office.

Inclusion & diversity

We’re committed to creating an inclusive environment where everyone feels respected, supported and able to be themselves at work.

We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.

Agency information

This vacancy is being managed exclusively by our in-house Recruitment team. We are not partnering with recruitment agencies on this opportunity and will only accept applications submitted directly by candidates.