Customer Experience Marketing Manager

GB News Limited; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading media company based in Greater London is seeking a Customer Experience Marketing Manager to elevate the user journey for registered members. This role encompasses designing lifecycle experiences, executing member engagement initiatives, and leveraging data for optimization. The ideal candidate has a strong marketing background with expertise in customer experience, project management, and CRM tools, and is passionate about fostering community loyalty through creative strategies.

Qualifications

• Track record in customer experience or CRM-driven engagement.
• Experience with loyalty programs and activations.
• Ability to collaborate and influence stakeholders.
• Use data to drive insights and optimise member experiences.

Responsibilities

• Design and optimise the entire lifecycle journey.
• Execute virtual and in-person events to engage members.
• Collaborate on campaigns that nurture members.
• Create loyalty programs that drive ongoing engagement.
• Analyse metrics related to retention and engagement.

Skills

Customer experience expertise

Lifecycle marketing

Project management

Excellent communication

Analytical mindset

Creative thinking

Familiarity with CRM tools

Education

Qualification in marketing or similar field

Job description

Role Summary

We’re seeking a Customer Experience Marketing Manager to lead and elevate the full end-to-end journey for our registered users and members. In this role, you’ll design and optimise lifecycle experiences from onboarding through to engagement, renewal, and long-term advocacy. You’ll play a key part in shaping loyalty and retention programmes, running both virtual and in-person member activations, and delivering targeted communications that nurture deeper connection with our community. Working closely with teams across the organisation, you’ll ensure every touchpoint feels personalised, seamless, and aligned with our mission to build lasting loyalty.

Key Responsibilities

• Map, design, and optimise the full lifecycle journey, from onboarding to engagement, renewal, and advocacy. Identify gaps and implement initiatives that improve retention and lifetime value.
• Plan, organise, and execute virtual and in-person events to engage members, build community, and reinforce brand loyalty.
• Work with the Acquisition Marketing Lead to plan and execute campaigns, and targeted communications that nurture members through key lifecycle stages.
• Design and run loyalty programs that encourage ongoing member engagement.
• Track and analyse key metrics related to engagement and retention. Use insights to inform strategies, optimise journeys, and measure ROI.

Qualifications & Skills

• Proven track record in customer experience, lifecycle marketing, or CRM-driven engagement.
• Strong project management skills with experience organising loyalty programs and activations from start to finish.
• Excellent communication skills, with the ability to collaborate across teams and influence stakeholders.
• Analytical mindset, capable of using data to drive insights and optimise experiences.
• Creative and detail-oriented, able to anticipate member needs and implement proactive engagement strategies.
• Experience with CRM tools and marketing automation platforms.
• Qualification in marketing or similar field preferred.

Ideal Candidate

You’re a strategic, customer-focused marketer with a passion for creating engaging, personalised member experiences. You thrive at designing journeys that inspire loyalty, running high-quality events that bring communities together, and using data to optimise every stage of the lifecycle. You are organised, proactive, and energised by the challenge of building long-term relationships that truly matter.