Customer Marketing Manager

Nucleus Financial; City of Edinburgh, Salisbury, Glasgow; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading financial services company in Edinburgh is seeking an experienced individual to manage client communications and campaigns. This role involves developing marketing strategies that enhance customer engagement and support financial outcomes. Ideal candidates will have a strong background in communications within financial services, exceptional analytical skills, and a customer-centric approach. The position offers opportunities for professional growth and a collaborative work environment.

Benefits

Non-contributory pension

Bonus

Enhanced parental leave

Flexible working options

Qualifications

• Proven track record of creating and implementing customer marketing activities.
• In-depth knowledge of investment platforms and financial products.
• Expertise in data requirements and analysis for campaigns.

Responsibilities

• Manage delivery of client communications and campaigns.
• Develop and deliver annual and quarterly communication plans.
• Oversee platform upgrade customer mailings and stakeholder alignment.
• Deliver effective communications that reflect company branding.

Skills

Strategic thinking

Problem-solving

Customer-centric mindset

Excellent communication

Organisational skills

Analytical skills

Education

Experience within the financial services industry

Job description

Our customer marketing team is central to ensuring we issue clear, effective communications that help customers easily understand and engage with our products, driving positive outcomes and helping ensure their retirement will be more rewarding.

This essential role is to manage delivery of our client communications and campaigns. Its purpose is to support the Senior Customer Marketing Manager and ultimately the Head of Marketing Communications to plan, create and curate customer centric campaigns and communications, increase our standards, and drive and oversee delivery.

You’ll spend your time

• Delivering customer facing content to help deliver the marketing strategy for the group.
• Working with the Senior Customer Marketing Manager to develop and deliver our annual and quarterly customer communication plans, ensuring objectives are aligned with the wider communications strategy.
• Overseeing and delivering the plan for future platform upgrade and post platform upgrade customer mailings, directing the relationship with external resources to ensure you deliver within agreed timescales and budgets. Your plans should be socialised and agreed by stakeholders and shared with appropriate audiences in a timely manner. This will include the James Hay, Nucleus Wrap, Curtis Banks and Talbot and Muir upgrades, plus any others that follow future acquisitions.
• As the marketing SME on key customer regulatory projects, helping to shape the solutions specified and ensuring the team’s contribution is understood and appropriate resources deployed to deliver the end outcome.
• Working with the customer marketing team to deliver Nucleus Wrap, Curtis Banks and Talbot and Muir client communications as required, becoming an expert in the specifics of their products and data sources.
• Taking ownership of the creation and delivery of a process for logging both new platform system generated client communications and new platform manual ops client communications into our compliance workflow system, Nutshell, so they are captured by our annual oversight process.
• Making effective use of customer insight and understand customer segments to deliver effectively targeted and tailored client communications.
• Effectively dealing with internal and external queries in relation to customer communications and campaigns.
• Delivering customer communications that consistently reflect our brand and tone of voice.
• Managing external resources to ensure they deliver to agreed timelines, budgets while adhering to our current procedures.

A bit about you

We’d really like you to have / be

• Strategic thinking and problem-solving abilities to identify opportunities and design solutions for customers.
• Proven track record of creating and implementing customer marketing and communications activity within the financial services industry.
• An expert in understanding the data requirements for campaigns, coupled with the ability to analyse and sort data prior to customer mailings.
• Strong understanding of customer needs and behaviours in financial planning, with a customer‑centric mindset.
• In‑depth knowledge of investment platforms, financial products, and services,
• Knowledge of regulatory requirements and compliance standards within the financial services industry, particularly financial promotion principles and sign‑off processes.
• Expert knowledge and experience of print and mailing production processes.
• Excellent communication and interpersonal skills to build relationships and collaborate effectively with internal and external stakeholders.
• Excellent organisational / planning skills, attention to detail and the ability to work to tight deadlines

You’ll have strong copywriting, proofreading and editing skills to deliver clear and concise messages to a variety of audiences.

You’ll have strong analytical skills, quickly finding your way around a spreadsheet and fully understanding data requirements when developing customer campaigns.

You’ll be highly motivated with a ‘can do’ attitude. Well organised, you're the type of person who asks great questions to understand expectations.

Interpersonal skills are important attributes for this role, including the ability to negotiate, influence and collaborate.

You’ll be passionate about the work you deliver and understand the impact on the audiences you are communicating to.

You’ll understand what Nucleus' core purpose is and you support our core values and personally demonstrate these.

Adaptability and resilience are essential in this fast moving, changing environment.

A little about us

We’re the Nucleus Financial Platforms group and we help make retirement more rewarding. Here at Nucleus, people come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.

Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.

Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.

Are we a perfect match? Check out and find out!

Inclusion and diversity at Nucleus

As with most things in life, who cares, wins. We really care about inclusion.

For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future‑relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.

More diversity means broader experience, a wider set of perspectives and a better collective ability to problem‑solve. And it means being more representative of customer groups, which supports areas such as product development.

At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non‑contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.

If you’d like to find out more about us or the role, get in touch with Hannah in our People team.