Director of Marketing Operations

Set the strategy & plan for marketing operations

• Define and own the long-term MarTech roadmap and execution aligned to OakNorths commercial objectives.
• Establish a clear operating model across marketing sales and product handoffs.
• Lead prioritisation of systems investment tooling decisions and integration strategy.
• Partner with the Design & Brand lead to enforce brand and tone-of-voice at the systems level.

Own commercial systems architecture

• Oversee the architecture and optimisation of Salesforce HubSpot Iterable Apollo and associated data platforms.
• Drive improvements in attribution lead routing lifecycle automation and reporting across the BU funnels.
• Ensure systems are integrated scalable and operationally resilient (PRA SS2/21 FCA/PRA Operational Resilience PS21/3)
• Reduce operational risk and eliminate single points of failure across the stack.

Own customer communications infrastructure

• Set governance standards across transactional lifecycle and marketing communications.
• Own the marketing preference centre and suppression infrastructure (UK GDPR PECR soft opt-in cookie consent).
• Deploy lifecycle journeys that move retention and engagement particularly in Personal Savings.
• Maintain the operational boundary between marketing comms and servicing/regulatory comms.
• Build vulnerable-customer routing and Consumer Duty outcomes monitoring into the comms stack.
• Operate the complaints-traceable-to-comms feedback loop with Customer Operations.

Lead web and digital operations strategy

• Own vendor selection and management for the marketing stack including planning and managing budgets
• Own CMS strategy & migration and the governance of content: approval gating version logs staged environments role-based access rollback.
• Optimise web conversion across PS BB and Lending pages in close partnership with growth marketers in each Business Unit.
• Own web performance accessibility (WCAG 2.2 AA) hosting incident response tag governance and analytics.
• Own cookie consent and PECR compliance on the website estate.

Drive performance insights pipeline design and commercial intelligence

• Define the commercial reporting framework across marketing.
• Own pipeline design stage definitions and marketing-to-sales handoffs.
• Improve attribution and revenue visibility across the funnel.
• Ensure leadership has clear reliable and decision-ready performance insight.
• Track performance metrics for marketing initiatives alongside quality and compliance KPIs
• Ensure data integrity reporting accuracy and rigorous data quality standards across marketing systems.
• Implement scalable processes for reconciliation forecasting support and commercial reporting.
• Partner with Technology and Product to shape CRM enhancements and roadmap priorities.

Operate financial promotions and regulated comms governance

• Own the financial promotion approval workflow end-to-end across the Bank.
• Maintain the Marketing Compliance operating model in line with relevant regulatory frameworks
• Operate as the named operational delegate of the SMF holder with effective controls and documented procedures.
• Partner with 1LOD & 2LOD risk experts to maintain the Marketing Risk & Controls matrix.
• Own affiliate channel governance: vetting content pre-approval ongoing monitoring contractual conduct standards.
• Lead financial promotion training for marketers and BU stakeholders.

Champion innovation and automation

• Achieve AI-driven productivity gains across marketing workflows.
• Introduce scalable automation across the marketing workflows for efficiency while maintaining quality guardrails
• Own and operate the AI-in-marketing policy: pre-publication review on customer-facing content prohibited use cases content provenance logging periodic QA.

• 8 years in marketing operations; 3 years at Director / Head of level.
• Deep expertise in managing a marketing stack at scale: CRM marketing automation (HubSpot Iterable or equivalent) CMS consent management attribution analytics.
• Hands-on experience in a UK FCA/PRA-regulated firm.
• Strong commercial acumen and experience enabling frontline teams through systems and data.
• Excellent lateral leadership skills i.e. influencing without direct authority and ability to drive cross-functional alignment.
• Comfortable balancing strategic leadership with hands-on ownership when required.

Desirable:

• Operationalised AI in customer-facing marketing in a regulated context.
• Revenue Operations experience in B2B SaaS
• Affiliate channel governance.
• Third-party risk management in a regulated firm.
• US lending or international expansion exposure.
• Operational Resilience operating experience.

• Operator role at the centre of a regulated banks marketing function.
• Direct working partnership with C-suite and SMF holders.
• Diverse product set across lending business banking and personal savings UK and US.
• Operationalise AI in a regulated context.
• Competitive salary bonus and benefits.

• 25 days holiday
• Hybrid role
• Personalized benefits opt-in to what matters to you
• Subsidised Private Medical Insurance with Bupa
• Enhanced maternity and paternity leave
• Wellbeing and social events
• In-house Barista Bar in London office
• Support causes that matter to you Volunteering time off
• Salary sacrifice schemes (Cycle to work nursery gym electric car scheme)