Customer Marketing Manager

Role:  Customer Marketing Manager 

Location:  London, United Kingdom  

The Customer Marketing Manager is a junior manager responsible for OLIVER's client loyalty, advocacy, and retention marketing programmes. You'll develop client journey frameworks, run the referral and testimonial programme, identify and activate case study opportunities, plan client events and experiences, produce client communications, and support upsell and cross-sell activity through CRM-triggered campaigns and client-team enablement. 

You'll work closely with the ABM Lead on account expansion opportunities — providing the client engagement infrastructure and advocacy assets that support ABM account planning and commercial growth. You'll also collaborate with the Awards Lead on case study identification and co-publishing, the PR Lead on advocacy and testimonial content, the Demand Generation Lead on CRM triggers and nurture, and the Content & Campaigns Lead on client communications and content. 

This is a broad, hands-on role. You'll be building programmes, writing content, managing relationships, and coordinating across multiple internal teams — developing your marketing management skills across a genuinely varied remit

• Loyalty & Retention 
  • Develop and manage OLIVER's client journey mapping — understanding the key moments in a client relationship where engagement, recognition, and proactive communication make the biggest difference to loyalty and retention. 
  • Build and run a structured client engagement programme: identifying at-risk accounts, recognising milestone moments, and ensuring clients feel consistently valued throughout their relationship with OLIVER. 
  • Work with account directors and managing partners to maintain a clear view of client health across the portfolio — providing marketing support that helps strengthen relationships before issues arise. 
  • Track retention metrics and client engagement signals, feeding insight back to the ABM Lead and Global Head of Marketing. 
• Advocacy & Referral Programme 
  • Own OLIVER's client advocacy programme — identifying satisfied clients who are well-placed to become active advocates and developing a structured approach to referral, testimonial, and peer recommendation. 
  • Build and maintain a testimonial bank: coordinating with account teams to gather client quotes, video testimonials, and endorsements — managing approvals, organising assets, and keeping the library current and commercially useful. 
  • Lead OLIVER's NPS programme: managing survey design and distribution, analysing results, synthesising insight, and presenting findings to the Global Head of Marketing and senior leadership with clear recommendations for improvement. 
  • Develop the referral programme: working with the ABM Lead and commercial leadership to build a structured approach to client-led introductions and recommendations. 
• Case Study Activation 
  • Work alongside account directors and the Awards Lead to identify client work that is suitable for public case study development — building a live pipeline of potential case studies across OLIVER's studio portfolio. 
  • Lead the client approval and co-publishing process for customer marketing case studies — managing client relationships through account teams to secure permissions, results data, and sign-off in a timely and sensitive way. 
  • Develop short-form case study content for client-facing use: credentials decks, website proof points, and sales enablement materials — working with the Brand Lead and Content & Campaigns Lead to ensure quality and consistency. 
  • Coordinate case study amplification with the Content & Campaigns Lead and PR Manager — ensuring approved case studies reach the right audiences through the right channels. 
• Client Events & Experiences 
  • Plan and coordinate client events and experiences that deepen relationships, build advocacy, and create commercial opportunities — including roundtables, client entertainment, and speaker participation programmes. 
  • Work with the Content & Campaigns Lead and Regional Field Marketing Executives on event strategy and production, contributing client engagement objectives and audience management. 
  • Develop speaker pitches for OLIVER clients — identifying opportunities for clients to participate in OLIVER-hosted or industry events in ways that strengthen the relationship and generate mutual value. 
  • Manage attendee coordination, client communications, and post-event follow-up — ensuring every client event leaves a positive impression and a clear next step. 
• Client Communications 
  • Develop and manage OLIVER's client communications programme — including client newsletters, brand and product updates, and content designed to keep clients engaged, informed, and connected to OLIVER's thinking. 
  • Work with the Content & Campaigns Lead to adapt global content for client audiences — identifying the most relevant thought leadership, campaign insights, and capability updates for different client segments. 
  • Ensure client communications are well-written, on-brand, timely, and genuinely useful — not a broadcast, but a conversation. 
  • Track client communication engagement and use performance data to continuously improve relevance, format, and frequency. 
• Upsell & Cross-Sell Support 
  • Work with the Demand Generation Lead to develop CRM-triggered campaigns that identify and act on expansion signals within existing client accounts — flagging commercial opportunities to the ABM Lead and account teams. 
  • Build and maintain client-team enablement materials that help account directors and managing partners identify and progress upsell and cross-sell conversations — one-pagers, expansion playbooks, and conversation guides. 
  • Maintain a clear view of OLIVER's service and capability offering across different client segments — ensuring account teams have the knowledge and materials to identify the right expansion opportunities with the right clients at the right time. 
  • Track expansion pipeline and report on customer marketing's contribution to account growth alongside the ABM Lead. 
• Stakeholder Collaboration 
  • Build trusted working relationships with account directors and managing partners — becoming a reliable, proactive partner for client engagement and advocacy activity across OLIVER's studios. 
  • Collaborate closely with the ABM Lead on account expansion strategy — contributing client engagement data, advocacy assets, and relationship intelligence to ABM account planning. 
  • Work with the Awards Lead on case study identification and co-publishing, the PR Lead on advocacy content and testimonial amplification, the Demand Generation Lead on CRM triggers and nurture, and the Content & Campaigns Lead on client communications and content. 
  • Contribute to senior marketing reporting — providing clear updates on advocacy pipeline, NPS performance, referral activity, and case study status.  
• Budget Support 
  • Track and manage customer marketing spend — events, NPS tooling, advocacy programme costs, and client communication platforms — raising purchase orders and maintaining accurate spend records. 
  • Report on budget usage to the Global Head of Marketing, flagging risks or variances early. 
  • Develop awareness of how customer marketing investment connects to retention, expansion, and referral outcomes. 

• Some experience in customer marketing, client engagement, or account marketing — whether in an agency, professional services, or B2B environment. 
• A genuine interest in client relationships and customer experience — curious about what clients think, motivated to improve how they're engaged, and energised by turning satisfied clients into active advocates. 
• Experience developing or contributing to loyalty, retention, or advocacy programmes — understanding the mechanics of client journey mapping, referral development, and NPS measurement. 
• Comfortable working with account-facing teams — building relationships with account directors and managing partners and navigating the sensitivities of client-facing work. 
• Strong writing skills: able to produce client communications, case study content, and advocacy materials that are clear, well-structured, and genuinely engaging. 
• Experience developing or contributing to client newsletters, email communications, or content programmes for existing customer audiences. 
• An eye for detail and quality: you care about accuracy, tone, and consistency — and you understand that client-facing content reflects directly on OLIVER's reputation. 
• Some experience supporting client events, roundtables, or relationship-building experiences — through work, study, or voluntary activity. 
• Warm, professional, and confident in client-facing situations — able to represent OLIVER well with senior stakeholders even at a junior level. 
• Organised and reliable: able to manage event logistics, coordinate multiple stakeholders, and keep things on track without losing attention to detail. 
• Familiarity with CRM platforms and an understanding of how data and engagement signals can inform client marketing decisions. 
• Growing commercial instinct: you understand that customer marketing exists to retain and grow revenue, and you want to develop your ability to demonstrate and track that connection clearly. 
• Comfortable working with NPS data, engagement metrics, and basic performance reporting — and using insight to improve programmes over time. 
• A proactive, organised team player: takes briefs well, communicates progress clearly, and follows through on commitments reliably. 
• Comfortable working across multiple internal teams — balancing priorities and managing relationships with account directors, studio leads, and global marketing colleagues simultaneously. 
• Eager to learn and develop: you're early in your marketing management career and you want to grow your skills across client engagement, advocacy, and commercial marketing — this role offers that breadth. 
• Client-obsessed: you believe that the best marketing a business can do is deliver an exceptional client experience and then help those clients tell the story. 
• Basic proficiency with Gen AI tools relevant to client communications and content — comfortable using them to support drafting, research, personalisation, and programme planning. 
• Curiosity about how AI can improve the quality and relevance of client engagement and communications. 
• Willingness to develop prompting skills and build AI-assisted workflows with support from the team. 
• An agentic mindset: able to break down complex client engagement challenges into clear, manageable programmes and work through them methodically — even when operating with a degree of independence.
•  Formal degrees are welcome but not required. Equivalent experience counts. Experience can be gained through work, study, volunteering, or self-directed learning. 

Req ID: 17934

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