Marketing CRM and Client Engagement Lead

Are you ready tochart your own career path With our refreshed strategy were building on our rich heritage and transforming our business to be more scalable and efficient unlocking the capabilities needed for future success. This includes significantly investing in technology streamlining the way we work and creating an environment where colleagues feel engaged empowered and accountable; where they can show up speak up and perform - because we believe in the difference our work makes.

At a glance:

Location:Bristol Cirencester or London

Workplace Type:Hybrid

Employment Type:Permanent

Seniority:Mid-Senior Level

We have a newly created role for a commercially minded leader in customer relationship management and automated marketing. This person will develop the future of client and adviser engagement at St. Jamess Place.

This is a high-impact leadership role where youll take ownership of our Marketing Automation capability (including Salesforce Marketing Cloud) driving personalised client and adviser communications at scale through data automation and customer insight. Youll play a critical role in strengthening client retention enhancing engagement and delivering seamless lifecycle communications across a highly complex and evolving business landscape. Working closely with teams across Marketing Technology Data Digital and Compliance youll lead the development of our CRM strategy champion best-practice lifecycle marketing and help shape the next generation of our marketing technology ecosystem. This includes playing a key role in our future Salesforce Marketing Cloud transformation programme and wider CRM capability development. Youll also lead and develop a specialist CRM team while acting as a trusted authority for senior partners across the business.

• Defining and delivering the CRM client engagement and retention strategy across adviser and client audiences.
• Owning Salesforce Marketing Cloud as the strategic platform for customer communications and marketing automation.
• Developing audience segmentation and personalisation strategies that improve engagement retention and client outcomes.
• Leading the evolution of lifecycle marketing programmes customer journeys and automated communications.
• Partnering with Technology Data and Marketing teams to maximise the value of customer data and marketing technology investments.
• Driving the adoption of the best procedure CRM governance customer communications and automation processes.
• Leading coaching and developing a high-performing CRM and Marketing Automation team.
• Influencing senior collaborators and acting as the go-to expert for CRM strategy capability and innovation.
• Establishing performance frameworks critical metrics and reporting that support data-driven decision making.
• Ensuring all CRM activity supports regulatory requirements Consumer Duty obligations and positive customer outcomes.

Youll be an experienced CRM customer engagement or marketing automation leader who enjoys combining strategy technology and collaborator management to deliver measurable business outcomes. Be comfortable operating in a fast-moving environment where you can influence senior team members challenge existing thinking and seek opportunities to improve customer engagement through data and technology.

Youll bring a good understanding of lifecycle marketing audience strategy and marketing automation. You will also have the credibility to represent the function with senior business leaders and advise collaborators. Most importantly youll be someone who is curious proactive and motivated by driving meaningful improvements for customers and the business.

• Salesforce Marketing Cloud certifications (or relevant experience).
• Extensive experience leading CRM customer engagement retention or lifecycle marketing functions.
• Deep expertise in Salesforce Marketing Cloud or a comparable enterprise marketing automation platform.
• Strong understanding of customer lifecycle marketing segmentation personalisation and customer journey design.
• Experience using customer data and insight to drive engagement retention and communication strategies.
• Experience operating within complex matrixed organisations and influencing senior team members.
• People leadership experience including developing and coaching specialist teams.
• Strong commercial awareness with a track record of improving customer engagement and business performance.

• Experience with Salesforce Data Cloud / Data360.
• Knowledge of SQL AMPscript or broader marketing technology integrations.
• Experience leading CRM platform upgrades migrations or transformation programmes.
• Experience working across B2B2C business models.
• Knowledge of AI-enabled marketing predictive modelling or action frameworks.

Whats in it for you

Whatever stage of life youre in our benefits are designed to provide the support flexibility and peace of mind you need to thrive both at work and beyond.

In addition to our discretionary annual bonus scheme which reflects both individual and company performance youll benefit from a market-leading benefits package tailored to support your wellbeing financial security and family life.

Our benefits include:

• 28 days annual leave plus bank holidays with the option to purchase up to 5 additional days.

• Private Medical Insurance company-funded cover for you and your immediate family
• Generous Pension Scheme a non-contributory employer contribution of 10% increasing with length of service up to 15% plus the opportunity to increase this through salary sacrifice
• Enhanced Parental Leave up to 26 weeks full pay to support growing families.
• Protection Benefits company-funded critical illness cover income protection and life assurance
• EV salary sacrifice scheme through Tusker

Reasonable Adjustments
Were an equalopportunities employer and want to ensure our recruitment process is accessibleand inclusive for all if you require reasonable adjustment(s) at any stageplease let us know by emailing us at
Research tells usthat applicants (especially those from underrepresented groups) can be put offfrom applying for a role if they do not meet all the criteria or have been onan extended career-break. If you think you would be a good match for this role andcan demonstrate some transferable experience please apply regardless ofwhether you tick every box.

Whats next

If youre excitedabout this role and believe you have the skills and experience were lookingfor wed love to hear from you! Please submit an application by clickingapply below and our team will be in touch.
As a businessregulated by the FCA we would advise you to familiarise yourself with theconduct regulations and in particular consumer duty obligations prior to aninterview with SJP.