Senior Manager, Customer Marketing

Job Description

Join EE as a Senior Manager, Customer Marketing

Location: Birmingham, Bristol or London

Why EE?

Imagine being part of the largest telco in the industry, with over 20,000 employees and 34 million customers. At BT Group, we generate over £10 billion in revenue, offering enormous opportunities for our people and positioning us as No. 1 in the market. Our Consumer Unit is home to three iconic brands - BT, EE, and Plusnet. Each brand is unique, catering to different segments of the market, and collectively, they generate more revenue than any other part of BT. Our goal is ambitious yet achievable: to create a connection in every home in the UK by 2025.

As part of EE Consumer, you’ll work at the heart of this ambition, helping us create digital, data-led, and customer-first experiences that transform lives and businesses across the country.

Why this job matters

This role is pivotal in driving the commercial success of our consumer propositions representing the BT and EE brands developing and managing across the core categories of Broadband, TV and Mobile. You will develop solutions that meet our customers’ needs and commercial ambition, ensuring that what we take to market is relevant, differentiated, and drives growth. Your work directly impacts customer acquisition, ARPU, retention, and brand perception, assuring that we win in the market.

What you’ll be doing

• Developing and owning the end-to-end customer proposition strategy and execution covering broadband, TV and Mobile categories for the BT and EE brands
• Translating unique selling points and product features into clear, compelling customer propositions that drive uptake and loyalty
• Collaborating with Product and Pricing teams to build commercially viable propositions that meet margin, service revenue and base outcomes
• Partnering with wider Consumer teams e.g. Partnerships, Products and Brand teams to deliver effective go-to-market plans and campaign activity to deliver excellent execution or our customers
• Leading segment-specific strategies (e.g., youth, families, high-value customers)
• Using customer insight, NPS feedback, and competitor analysis to continuously improve propositions
• Building and presenting business cases and performance of key propositions at all levels of the organisation including executive board and newly formed marketing & commercial governance
• Work closely with Product Tribes and technical teams to meet launch expectations, ensure feature readiness and quality outcomes
• Acting as the voice of the customer in product, pricing/tariffing, and commercial planning forums
• Managing proposition lifecycle, including launch, iteration, and sunsetting
• Lead a team of customer marketing specialists who are able to adapt to fast changing environments and develop solutions across our core brand categories

What skills you’ll need

• Experience in telco proposition/product development and delivery
• Proven track record in building and launching customer propositions that drive growth
• Deep understanding of pricing, product, marketing, and customer insight dynamics
• Skilled in commercial analysis, and storytelling to build a case for change
• Collaborative leadership style with the ability to align and influence cross-functional teams
• Ability to present at all levels of the organisation to gain buy in for activity
• Comfortable navigating complex, fast-moving commercial environments

Benefits:

• 15% on target bonus
• Health Care
• Car Allowance
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• 25 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes

A Few Points To Note:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

Don’t Meet Every Single Requirement:

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.