Marketing Change Manager

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About The Role

This role will be play a pivotal role in driving strategic transformation within the marketing function and wider business.

The successful candidate will be responsible for crafting customer-facing communications and robust project management and delivery of an array of changes across multiple marketing channels.

This could include minor or major changes to an existing policy or service, or introducing a new feature or process. Changes may be universal to all customer groups, or targeted to specific segments only.

Key responsibilities:

• Change Management:
  o Implement a robust change management framework tailored to customer-facing communications.
  o You will ensure that the customer experience, customer impact and consumer duty considerations are documented.
  o You will recommend a communications approach for changes based on customer needs, the optimal customer journey and operational efficiency.
  o You will scope the change delivery process, budget requirements and ensure your changes are approved in the appropriate forums.
  o You will craft clear and engaging communications both to explain the change to internal audiences working with Internal Comms teams, and to communicate the change clearly and accurately to our customers, working with various channel managers.
  o Once approved, you'll implement the changes working with stakeholders across the business and/or our partner networks.

• Communication Management and Copywriting:
  o Develop a comms plan considering all customer-facing channels (including but not limited to; website copy, customer emails and letters, policy booklets and contracts, handbooks)
  o Develop a briefing template and FAQs for internal teams managing customer-facing channels (social media agents, contact centre agents, dealer comms) and work with Internal Comms teams to ensure messages are managed and cascaded appropriately.
  o Craft clear, concise messaging tailored to different audiences, ensuring inclusivity and accessibility.
  o Develop materials to support the adoption of new processes or systems, such as guides or training sessions, working closely with Internal Comms teams.
  o Brief larger and more complex design and copywriting requirements to our in-house Creative Studio.

• Stakeholder Engagement: Collaborate with internal teams, external partners and act as a bridge between marketing, operational teams, and senior leadership to agree the optimal approach for business change.

• Project Implementation: Lead projects with meticulous planning ensuring that changes are delivered on time, within scope, and on budget.

• Performance Measurement:
  o Establish KPIs and metrics to evaluate the impact of implemented changes.
  o Generate insights and reporting for continuous improvement.

About You

The successful candidate must be a customer champion. You will play a key role in driving forward our digital-first approach to customer engagement and marketing personalisation.

This role will suit you if

• You are a creative thinker with an analytical mindset.
• You enjoy working in a fast-paced environment, making decisions and acting on your own initiative.
• You are comfortable with change and managing multiple priorities.
• You are inquisitive, curious, and a natural problem-solver.
• You are someone who goes the extra mile to get the job done.
• You are a strong communicator with excellent interpersonal skills and you're comfortable challenging the status quo.
• You have strong attention to detail and time management.
• You can lead complex projects with multiple stakeholders.
• You enjoy working collaboratively and developing others.

Minimum criteria:

You'll need all of these.

• Robust track record developing and delivering communications plans.
• Demonstrable experience in project managing complex change projects.
• Experience communicating strategies and recommendations to leadership teams.
• Experience working in Agile and using Jira as a Workflow Management tool.
• Experience of directing and managing agency support.
• Excellent written and spoken communications skills.
• Experience of preparing and managing budgets.

Desirable criteria:

• Demonstrable experience in achieving targets/results through cross-functional, complex projects, focused on organising and bringing people and resources together to achieve objectives.
• Experience using one or more BI tools e.g. Power BI, Tableau, Qlik, Looker, Oracle Analytics.
• Knowledge of financial regulations for communications: Familiarity with industry-specific standards such as FCA (Financial Conduct Authority) rules, GDPR, or MiFID II, ensuring communications are clear, fair, and not misleading.

About The Company

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

As a Motability Operations team member, the benefits you can expect are:

• Competitive reward package including an annual discretionary bonus
• 15% non-contributory pension (9% non-contributory pension during probation period)
• 28 days annual leave with option to purchase and sell days
• Free fresh fruit and snacks in the office
• 1 day for volunteering
• Funded Private Medical Insurance cover
• Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
• Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help
• Funded health screening for over 50s
• Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans
• Employee Discount Scheme with an app to save on the go
• Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
• Generous family leave policies

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.