Marketing & Communications Senior Manager - Operations

Job details

Job title: Marketing & Communications Senior Manager - Operations
Job type: Full time, Permanent
Department: Membership & Services
Reporting to: Head of Marketing & Communications
Location: Bath, UK (Flexible Working)

About the role

ORX is seeking a highly experienced marketing operations professional to maximise our use of CRM (HubSpot) process automation tools to create better experiences for our stakeholders. You will also be responsible for creating, documenting and making sure all stakeholders understand any new sales, marketing and communications processes for ORX, as well as provide planning support to the Marketing & Communications Team.

ORX is the world’s largest operational risk association for the financial services industry. As well as ORX Membership, which currently includes over 100 member organisations, we also have three “premium” additional services which don’t require an organisation to be a member; these are ORX News, ORX Scenarios and ORX Cyber. In addition, we regularly sell one-off resources and activities.

Key responsibilities for the Marketing & Communications Senior Manager - Operations role include:

Customer-facing policies, processes & automations

• Lead on improving and documenting marketing, sales, communications, account management and product development processes, identifying new automation opportunities to improve user experience, reduce employee time and create effective business information. Work with the CRM Specialist to build these processes out in HubSpot. Examples of processes may be the customer experience of selling a new product, onboarding a new client or ensuring customer queries are passed to the correct team members effectively.
• Manage cross-functional relationships with multiple stakeholders across the business to involve them in the process creation, and train people on how to follow them effectively
• Drive and implement changes to policies, procedures and customer terms & conditions based on process changes identified and communicate these effectively to stakeholders
• Using HubSpot, be a highly proficient and “power-user” of marketing automation and CRM technologies. With support from the CRM Specialist, develop and optimise prospective and existing client communications sequences (including email, forms, deals, workflows etc.). Examples of programmes may be onboarding a new member or nurturing a sales lead etc.

Effective marketing & communications initiatives

• Oversee the strategy of all broadcast email communications and CRM activity for ORX, providing process documentation support and training where required. Manage other members of the team to maintain and optimise email communications, including list selection and building, email development and testing and approval process.
• Champion the “customer view” internally and externally, ready to challenge and influence when things aren’t right.
• Keep up to date with brand, market and communications trends and be ready to bring your ideas and knowledge to the table for future projects.
• Supporting the Head of Marketing & Communications with any incident management communications required.

Marketing & Comms team operations

• Support the Head of Marketing & Communications by managing the overall operations of the Marketing & Communications function, ensuring plans are kept up to date, comms processes are properly documented, and communication with other teams is effective
• Actively manage progress on projects and deliverables for the Marketing & Communications team. Drive progress by working with individuals across the department and the broader organisation
• Make recommendations and implement ways in which the team can run more efficiently
• Develop regular reporting on key marketing and communications performance metrics. Recommend corrective actions and improvements when necessary
• Line manage two other roles in the Marketing & Communications Operations area
• Be an enabler of positive efficiency improvements of the Membership and Services team

For more information, download the full job description.

What we offer in return 

• Competitive salary
• Discretionary performance-related bonus scheme
• Hybrid working to support a healthy work/life balance
• Eight per cent company contribution to pension
• Employee recognition scheme
• Support for training and development
• Twenty-five days holiday a year, increasing by one day for each year of service to a maximum of 28 days, plus bank holidays
• Life assurance
• Health cash plan
• Private medical insurance
• Perks at work scheme
• Employee assistance programme
• Holiday trading
• Sabbaticals and long service awards
• Summer and Xmas social events
• Inclusive and supportive working environment

What else do I need to know?

We are an equal opportunity employer. We create an environment where everyone has an equal chance to succeed, during our recruitment phase and while working at ORX.

As we manage and have control of highly confidential data, the successful candidate will have to make specific commitments in this regard and will be subject to background checks.

How to apply

To apply, please send your CV and a covering letter to [email protected]. In the body of the email, please confirm what your salary expectations are.