Customer Marketing Manager

Established in 2004 OLIVER is the worlds first and only specialist in designing building and running bespoke in-house agencies and marketing ecosystems for brands. We partner with over 300 clients in 40 countries and counting. Our unique model drives creativity and efficiency allowing us to deliver tailored solutions that resonate deeply with audiences.

As a part of The Brandtech Group were at the forefront of leveraging cutting-edge AI technology to revolutionise how we create and deliver work. Our AI solutions enhance efficiency spark creativity and drive insightful decision-making empowering our teams to produce innovative and impactful results.

Role: Customer Marketing Manager

Location: London United Kingdom

About the role:

The Customer Marketing Manager is a junior manager responsible for OLIVERs client loyalty advocacy and retention marketing client journey frameworks run the referral and testimonial programmeidentifyand activate case study opportunities plan client events and experiences produce client communications and support upsell and cross-sell activity through CRM-triggered campaigns and client-team enablement.

Youllwork closely with the ABM Lead on account expansion opportunities providing the client engagement infrastructure and advocacy assets that support ABM account planning and commercial collaborate with the Awards Lead on case study identification and co-publishing the PRLeadon advocacy and testimonial content the Demand Generation Lead on CRM triggers and nurture and the Content & Campaigns Lead on client communications and content.

This is a broad hands-on role. Youll be building programmes writing content managing relationships and coordinating across multiple internal teams developing your marketing management skills across a genuinely varied remit

What you will be doing:

• Loyalty & Retention
  • Develop and manage OLIVERs client journey mapping understanding the key moments in a client relationship where engagement recognition and proactive communication make the biggest difference to loyalty and retention.
  • Build and run a structured client engagement programme:identifyingat-risk accounts recognising milestone moments and ensuring clients feel consistently valued throughout their relationship with OLIVER.
  • Work with account directors and managing partners tomaintaina clear view of client health across the portfolio providing marketing support that helps strengthen relationships before issues arise.
  • Track retention metrics and client engagement signals feeding insight back to the ABM Lead andGlobalHeadof Marketing.
• Advocacy & Referral Programme
  • Own OLIVERs client advocacy programme identifyingsatisfied clients who are well-placed to become active advocates and developing a structured approach to referral testimonial and peer recommendation.
  • Build andmaintaina testimonial bank: coordinating with account teams to gather client quotes video testimonials and endorsements managing approvals organising assets and keeping the library current and commercially useful.
  • Lead OLIVERs NPS programme: managing survey design and distribution analysing results synthesising insight and presenting findings to theGlobal Head ofMarketingand senior leadership with clear recommendations for improvement.
  • Develop the referral programme: working with the ABM Lead and commercial leadership to build a structured approach to client-led introductions and recommendations.
• Case Study Activation
  • Work alongside account directors and the Awards Lead toidentifyclient work that is suitable for public case study development building a live pipeline of potential case studies across OLIVERs studio portfolio.
  • Lead the client approval and co-publishing process for customer marketing case studies managing client relationships through account teams to secure permissions results data and sign-off ina timelyand sensitive way.
  • Develop short-form case study content for client-facing use: credentials decks website proof points and sales enablement materials working with the Brand Lead and Content & Campaigns Lead to ensure quality and consistency.
  • Coordinate case study amplification with the Content & Campaigns Lead and PR Manager ensuring approved case studies reach the right audiences through the right channels.
• Client Events & Experiences
  • Plan and coordinate client events and experiences that deepen relationships build advocacy and create commercial opportunities including roundtables client entertainment and speaker participation programmes.
  • Work with the Content & Campaigns Lead and Regional Field Marketing Executives on event strategy and production contributing client engagementobjectivesand audience management.
  • Develop speaker pitches for OLIVER clients identifyingopportunities for clients toparticipatein OLIVER-hosted or industry events in ways that strengthen the relationship and generate mutual value.
  • Manage attendee coordination client communications and post-event follow-up ensuring every client event leaves a positive impression and a clear next step.
• Client Communications
  • Develop and manage OLIVERs client communications programme including client newsletters brand and product updates and content designed to keep clients engaged informed and connected to OLIVERs thinking.
  • Work with the Content & Campaigns Lead to adapt global content for client audiences identifyingthe most relevant thought leadership campaign insights and capability updates for different client segments.
  • Ensure client communications are well-written on-brandtimely and genuinely useful not a broadcast but a conversation.
  • Track client communication engagement and use performance data to continuously improve relevance format and frequency.
• Upsell & Cross-Sell Support
  • Work with the Demand Generation Lead to develop CRM-triggered campaigns thatidentifyand act on expansion signals within existing client accounts flagging commercial opportunities to the ABM Lead and account teams.
  • Build andmaintainclient-team enablement materials that help account directors and managing partnersidentifyand progress upsell and cross-sell conversations one-pagers expansion playbooks and conversation guides.
  • Maintain a clear view of OLIVERs service and capability offering across different client segments ensuring account teams have the knowledgeand materials toidentifythe right expansion opportunities with the right clients at the right time.
  • Track expansion pipeline and report on customer marketings contribution to account growth alongside the ABM Lead.
• Stakeholder Collaboration
  • Build trusted working relationships with account directors and managing partners becoming a reliable proactive partner for client engagement and advocacy activity across OLIVERs studios.
  • Collaborate closely with the ABM Lead on account expansion strategy contributing client engagement data advocacy assets and relationship intelligence to ABM account planning.
  • Work with the Awards Lead on case study identification and co-publishing the PRLeadon advocacy content and testimonial amplification the Demand Generation Lead on CRM triggers and nurture and the Content & Campaigns Lead on client communications and content.
  • Contribute to senior marketing reporting providing clear updates on advocacy pipeline NPS performance referral activity and case study status.
• Budget Support
  • Track and manage customer marketing spend events NPS tooling advocacy programme costs and client communication platforms raising purchase orders andmaintainingaccuratespend records.
  • Report on budget usage to the Global Head ofMarketing flagging risks or variances early.
  • Develop awareness of how customer marketing investment connects to retention expansion and referral outcomes.

What you need to be great in this role:

• Some experience in customer marketing client engagement or account marketing whether in an agency professional services or B2B environment.
• A genuine interest in client relationships and customer experience curious about what clients think motivated to improve howtheyreengaged and energised by turning satisfied clients into active advocates.
• Experience developing or contributing to loyalty retention or advocacy programmes understanding the mechanics of client journey mapping referral development and NPS measurement.
• Comfortable working with account-facing teams building relationships with account directors and managing partners and navigating the sensitivities of client-facing work.
• Strong writing skills: able to produce client communications case study content and advocacy materials that are clear well-structured and genuinely engaging.
• Experience developing or contributing to client newsletters email communications or content programmes for existing customer audiences.
• An eye for detail and quality: you care about accuracy tone and consistency and you understand that client-facing content reflects directly on OLIVERs reputation.
• Some experience supporting client events roundtables or relationship-building experiences through work study or voluntary activity.
• Warm professional and confident in client-facing situations able torepresentOLIVER well with senior stakeholders even at a junior level.
• Organised and reliable: able to manage eventlogistics coordinate multiple stakeholders and keep things on track without losing attention to detail.
• Familiarity with CRM platforms and an understanding of how data and engagement signals can inform client marketing decisions.
• Growing commercial instinct: you understand that customer marketing exists toretainand grow revenue and you want to develop your ability todemonstrateand track that connection clearly.
• Comfortable working with NPS data engagement metrics and basic performance reporting and using insight to improve programmes over time.
• A proactive organised teamplayer:takes briefs well communicates progress clearly and follows through on commitments reliably.
• Comfortable working across multiple internal teams balancing priorities and managing relationships with account directors studio leads and global marketing colleagues simultaneously.
• Eager to learn anddevelop:youreearly in your marketing management career and you want to grow your skills across client engagement advocacy and commercial marketing this role offers that breadth.
• Client-obsessed: you believe that the best marketing a business can do is deliver an exceptional client experience and then help those clients tell the story.
• Basicproficiencywith Gen AI tools relevant to client communications and content comfortable using them to support drafting research personalisation and programme planning.
• Curiosity about how AI can improve the quality and relevance of client engagement and communications.
• Willingness to develop prompting skills and build AI-assisted workflows with support from the team.
• An agentic mindset: able to break down complex client engagement challenges into clear manageable programmes and work through them methodically even whenoperatingwith a degree of independence.
• Formal degrees are welcome but not required. Equivalent experience counts. Experience can be gained through work study volunteering or self-directed learning.

Req ID: 17934

#LI-JS1 #LI-Hybrid #LI-director

Our values shape everything we do:

BeAmbitiousto succeed

BeImaginativeto push the boundaries of whats possible

BeInspirationalto do groundbreaking work

Bealways learningand listening to understand

BeResults-focused to exceed expectations

Be actively pro-inclusive and anti-racist across our community clients and creations

OLIVER a part of the Brandtech Group is an equal opportunity employer committed to creating an inclusive working environment where all employees are encouraged to reach their full potential and individual differences are valued and respected. All applicants shall be considered for employment without regard to race ethnicity religion gender sexual orientation gender identity age neurodivergence disability status or any other characteristic protected by local laws.

OLIVER has set ambitious environmental goals around sustainability with science-based emissions reduction targets. Collectively we work towards our missionembedding sustainability into every department and through every stage of the project lifecycle.

Required Experience:

Manager

Employment Type : Full Time
Experience: years
Vacancy: 1