Director of Customer Marketing and Retention

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As our Director of Customer Marketing and Retention, you'll lead, develop and deliver the marketing strategy and execution to deliver fundraising income marketing communications targeting our existing customer base.

Reporting to the Chief Marketing and Fundraising Officer, you'll lead and develop your teams to harness market, campaign and customer insight and deliver our customer marketing strategy to achieve significant income targets.

With the objective of engaging and developing our customers, you'll deliver and grow our mass fundraising income through upsell, cross-sell and improved retention. You'll do this using your expert understanding of leveraging first and third party data and customer segmentation.

Working arrangements

12-month fixed term contract until October 2025, covering an internal secondment.

Start date: As soon as possible. Candidates must be available to start by Monday 4 November at the latest.

This is a blended role, where your work will be dual located between your home and our London Office - with at least 2 days in the London Office per week.

At BHF we believe in the power of being together, so our colleagues on blended contracts can expect to spend some time in their office, at least two days each week, on average. The use of our office spaces is driven in part by your role and the activities you need to do. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause.

Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview.

About the team

Sitting within the wider Marketing, Fundraising and Engagement directorate, your department consists of approximately 40 professionals with a variety of specialisms across four teams - Retention and Customer Journeys, Customer Insight and Analysis, Marketing Strategy and Planning, and Fundraising Compliance.

About you

As our ideal candidate, you bring senior leadership experience in a complex organisation, operating and influencing at board level and leading large teams.

You have extensive senior-level commercial or fundraising experience of developing customer marketing strategy, marcomms execution and leading successful marcomms campaigns to deliver financial targets. You bring extensive agency management experience to build high performing partnerships and deliver award-winning below-the-line work.

Possessing a deep understanding and experience of below-the-line customer marketing to maximise income from an existing customer base, you bring experience in subscription or customer contract-based businesses to drive renewal, reduce churn and in-life upsell. You are confident leading through change and delivering transformation in marketing outcomes and income impact.

With excellent communication, influencing and stakeholder management skills, you have proven success in developing a high performing team. You are happy to 'roll your sleeves up', improving the skills and capability of the team (from brief writing through to creative development and measurement/effectiveness), and building a strong partnership with our below-the-line agency partner.

About us
Our people are at the heart of everything we do. By funding research across six decades, we've helped keep millions of hearts beating and millions of families together. We're investing in ground-breaking research that will get us closer than ever to a world free from the fear of heart and circulatory diseases.

We value and respect every individual's unique contribution, celebrate diversity, and make inclusion part of what we do every day.

Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change , along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed.

Benefits

To find out more about the benefits available at the BHF please download our benefits document at the bottom of our advert page.

Interview process

First stage interviews will be held over MS Teams and are planned between 23rd and 25th September. For those successful, there will be a second stage in-person interview in our London Office on Monday 30 September.

How to apply

It's quick and easy to apply for a role at the BHF. Just click on the apply button below. All you'll need is an up-to-date CV and a supporting statement, outlining your interest in the role and how you meet the role's criteria.

As part of our commitment to be an inclusive employer and ensure fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

Should you need any adjustments to the recruitment process, at either application or interview, please contact us .