Head of Customer Marketing

Job Description

Motorway is the UK’s fastest-growing used car marketplace – our award-winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal.

Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of more than 400 people across our London and Brighton offices.

About the role

This role is in our London-based Marketing team. The Head of Customer Marketing will be responsible for the end-to-end customer contact strategy and will work on everything from the core product positioning, messaging, GTM planning and lifecycle CRM strategy and plans developing and growing our market-level enquiries and customer engagement. This role is our ultimate customer champion developing marketing plans for new and existing product features and CRM communications execution across both the seller and dealer side of our marketplace, with the overall aim of driving our business growth and lifetime customer value.

This role sits within the Brand, Brand Communications and Customer team and reports to our Brand and Customer Marketing Director. You must have lots of enthusiasm and resilience in order to thrive in this role. No two days will be the same, so you must be able to juggle multiple short term and longer term projects at once, driving for excellence in everything delivered. Your communications skills need to be tip-top, you need to be able to simplify and communicate complex features and benefits to all stakeholders including our senior team, in order to gain buy-in. You must be the advocate for the adoption of our products and services, building awareness, activation and retention.

Responsibilities

• Own the customer segmentation defining and evolving customer cohorts, targeting, and positioning strategies, working collaboratively with key senior stakeholders responsible for customer experience touch points.
• Own the end-to-end customer marketing plan, developing segment-specific communications strategies to drive seller engagement and acquisition and dealer product adoption, sales and loyalty.
• Own the proposition development, messaging and go-to-market plans for new and existing products and features, working with other stakeholders on multi-channel communication plans.
• Initiate, lead, and drive our dealer marketing strategy (B2B function) to drive dealer engagement and commercial returns.
• Develop and execute the multi-channel CRM (seller and dealer) communications across the customer and product experience, as well as driving new customer acquisition and existing customer engagement across sales and product/tools/services objectives. You'll champion email, SMS and digital channels.
• Own the customer marketing growth agenda, developing innovative strategies to drive enquiries, conversion, revenue, engagement/retention, long-term customer value and acquire new customers.

• Define and track the key performance KPI’s, working with the team to manage performance and reporting, ultimately using the data and insights to refine plans.
• Own the forecast and budget around enquiries, conversion and revenue.
• Rolling out a test-and-learn strategy to continuously improve results across enquiry growth, engagement strategies and all relevant commercial goals across Seller and Dealer, addressing customer cohort-specific needs.
• Working with tech and product teams, identifying, assessing and managing innovative CRM marketing automation and tech stack, to help us deliver against our goals; highlighting and prioritising opportunities for automation and optimisation.

• Managing, coaching, motivating and developing a high-performing team, to execute the strategy while supporting them to achieve their professional development goals. 5 direct reports, full team of 8.

Requirements

• Has led a high performing multi-functional customer marketing team and execution in a fast-moving DTC business.
• Strategic and analytical, with strong commercial acumen, customer focus, brand appreciation and a good creative eye.
• Highly organised, autonomous, customer-obsessed marketeer, preferably in a fast-moving digital business.
• Excellent collaborator and cross-functional working.
• Stakeholder management experience including C-suite.
• Performance-driven, striving to build on previous successes.
• Omnichannel experience including regulatory experience e.g. GDPR and ICO.
• Good understanding of the B2B landscape and marketing tactics.

Benefits

• A competitive salary.
• A stake in the business, via our stock option programme, enabling you to share in the future growth and success of Motorway.
• Enhanced maternity/paternity leave.
• BUPA health insurance.
• Discounted dental through BUPA.
• Discounted gym membership through BUPA.
• Annual learning budget with Learnerbly.
• Pension scheme
• Motorway car leasing scheme - lease a zero-emissions electric vehicle at a significant discount.
• Hybrid working (approximately 2 days in the office a week) with the option to work from home for a month per year.
• Top spec MacBook Pro and peripherals.
• Regular social events.
• Discounted Calm membership.
• Cycle to work scheme.
• The chance to join a rapidly growing company that cares first and foremost about its people.
• The chance to work with an experienced and passionate team with a big vision.
• The opportunity to build products that have real impact and will change an industry.

Equal opportunities statement

Motorway is committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where people can maximise their full potential. We believe our workforce should reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.

We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.