Senior Director of Integrated Customer Marketing

📍London (UK) | 💰Dependant on experience + Incentive Awards tied to your performance + Benefits

What we’re looking for: 

We're looking for a highly strategic Senior Director of Integrated Customer Marketing to define and lead Monzo's go-to-market (GTM) and engagement marketing strategy across our consumer product portfolio. This role will shape how we launch and grow both new and existing products, ensuring customers discover, understand, adopt and derive long-term value from everything we build.

This role will bring together Integrated Marketing and CRM & Lifecycle Marketing, creating a connected engagement engine that helps customers discover, understand, adopt and get long-term value from Monzo’s products. You’ll lead how we translate our product propositions into integrated campaigns, always-on marketing and personalised lifecycle journeys across Core, Wealth, Borrowing and Payments.

Reporting to the CMO, you’ll work closely with General Managers and senior leaders across Marketing, Product, Brand, Product Writing, Design, Research, Data, Growth and Commercial. You’ll bring customer engagement and performance insight into product and commercial decisions, while ensuring campaigns and lifecycle journeys are joined up across every relevant touchpoint.

This is not a traditional acquisition marketing role. This is a strategic engagement leadership position focused on building a best-in-class engine across Integrated Marketing and CRM & Lifecycle Marketing - driving adoption, engagement, retention, cross-sell and sustainable customer value.

What you'll be doing:

• Define and lead Monzo's customer marketing vision across our consumer product portfolio, spanning Core, Wealth, Borrowing and Payments.
• Set the strategic direction across CRM & Lifecycle Marketing and Integrated Marketing, ensuring these disciplines work together to create a seamless, customer-centric experience across every touchpoint.
• Partner with General Managers to bring engagement and performance insight into product product and commercial priorities, and to build effective go-to-market and ongoing engagement plans. 
• Own the end-to-end customer engagement strategy, combining integrated marketing, CRM, in-product experiences and lifecycle communications to drive awareness, consideration, adoption, engagement, retention and long-term customer value.
• Lead the go-to-market strategy for new products and major launches in partnership with Product Marketing, while continuously evolving the marketing strategy for existing products through always-on engagement programmes and integrated campaigns.
• Build world-class lifecycle marketing programmes that help customers discover, adopt and deepen their relationship with Monzo through timely, personalised and relevant communications.
• Lead the evolution of Monzo's CRM and customer engagement capabilities, ensuring every interaction across email, push, in-app and other owned channels delivers value for customers.
• Shape Monzo's integrated marketing approach, bringing together brand, product and lifecycle communications into connected customer journeys across paid, owned and earned channels.
• Use data, experimentation and customer insight to inform strategy, optimise performance and continuously improve customer and commercial outcomes.
• Partner with Product, Data and Engineering to evolve our marketing technology, automation and personalisation capabilities, enabling increasingly sophisticated customer experiences at scale.
• Build a globally scalable customer marketing organisation capable of supporting Monzo's continued international growth.
• Champion creative excellence across customer marketing, partnering with Brand, Creative and Content teams to deliver distinctive campaigns, compelling storytelling and consistently high-quality customer communications.
• Lead and develop a high-performing leadership team across Integrated Marketing and CRM & Lifecycle Marketing, creating clarity, accountability and an inclusive culture of excellence.
• Work with the Marketing Leadership team to ensure clear accountabilities and effective handoffs between Integrated Marketing, CRM & Lifecycle Marketing, Product Marketing, Brand and Growth Marketing so teams can move quickly without duplicating work or diluting ownership.

In this role, you will bring:

Engagement Marketing Leadership

• Significant experience leading enterprise customer marketing, product marketing, lifecycle marketing or growth functions within high-growth consumer businesses.
• A proven track record of defining engagement marketing strategy across large product portfolios, delivering measurable commercial impact throughout the customer lifecycle.
• Experience leading integrated teams spanning CRM & Lifecycle Marketing, Integrated Marketing or equivalent customer engagement functions.
• Deep expertise in one or more customer marketing disciplines, alongside the breadth and strategic leadership to unite multiple specialist functions into a cohesive organisation.
• Experience building and leading large, multi-layered organisations through periods of rapid growth, transformation and international expansion.

Product, Customer & Creative Expertise

• Deep understanding of how product marketing, integrated marketing, CRM, lifecycle marketing and in-product experiences combine to create outstanding customer journeys.
• Proven ability to use engagement performance, experimentation and customer behaviour to influence product and commercial decisions, working in partnership with Product Marketing, Product and Data.
• Experience increasing product adoption, engagement, retention, cross-sell and customer lifetime value across multiple products and customer segments.
• Exceptional ability to translate product propositions and positioning into compelling customer experiences and communications.
• Experience delivering integrated, multi-channel marketing strategies that connect brand-building with customer engagement and commercial performance.
• A strong track record of partnering with Product Marketing, Brand, Creative, Content, and Growth Marketing teams to create distinctive, consistent customer experiences across every channel.

Data, Technology & Commercial Excellence

• Strong track record of using customer insight, experimentation and data to shape strategy and drive measurable business outcomes.
• Deep understanding of CRM platforms, marketing technology, automation and personalisation, with experience using technology to scale sophisticated customer engagement.
• Experience making strategic investment and prioritisation decisions across products, customer segments and markets.
• Comfortable balancing long-term strategic vision with operational excellence and pace of execution.

Leadership

• Proven ability to align large cross-functional organisations behind a shared customer vision.
• Exceptional influencing skills with senior Product, Engineering, Design, Data and Commercial leaders.
• A track record of developing outstanding leaders and building high-performing, inclusive teams.
• A collaborative leadership style with high standards, strong commercial judgement and relentless customer focus.

The Interview Process:

Our interview process involves four main stages:

• Recruiter Call (30 mins)
• Initial Call (30 mins)
• Case Study Review Call (45mins)
• Role Specific, Leadership & Behavioural Interviews (x2 60 mins)

Our average process takes around 4–5 weeks, but we will always work around your availability

What's in it for you

💰 Salary is dependant on experience + Incentive Awards tied to your performance + Benefits

📍 This role will be based out of our London office next to Liverpool Street station in a hybrid approach of office-based and home working.

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

📚 Learning budget of £1,000 a year for books, training courses and conferences.

➕ And much more, see our full list of benefits here.

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