Customer Marketing Planning Manager

We’re looking for an experienced Customer Marketing Planning Manager to join our Customer Marketing team on a permanent basis. In this role, you'll lead the development and delivery of customer-led, data-driven marketing plans that align to strategic business priorities, maximise marketing investment and deliver measurable outcomes for both our members and the Society. 

You’ll work closely with marketing, product, analytics, operational and specialist teams to translate customer insight, market trends and business objectives into clear, prioritised marketing plans. You'll be responsible for ensuring activity is focused on the right audiences, sequenced effectively and balanced against resource, budget and channel capacity to deliver the greatest impact. 

Using customer insight, performance data and commercial understanding, you’ll continuously review and optimise activity, driving improvements in customer engagement, response rates and marketing effectiveness. You’ll play a key role in prioritisation, governance and decision-making, helping teams navigate competing demands, manage dependencies and respond effectively to changing business priorities. 

Working with senior stakeholders across the business, you'll provide clear recommendations and challenge where appropriate, ensuring that marketing activity remains customer-focused, delivers against strategic objectives and generates strong commercial outcomes. You’ll also help drive continuous improvement in planning processes, measurement frameworks and ways of working across Customer Marketing. 

Customer outcomes are at the heart of everything we do. We're looking for someone with significant experience in customer marketing planning, strong analytical and commercial skills, and the ability to translate insight into actionable plans. You'll be comfortable working in a fast-paced, matrix environment and building strong relationships with stakeholders at all levels to deliver successful, integrated marketing activity.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Swindon or London office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. 

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

As a Customer Marketing Planning Manager, you'll play a key role in shaping and delivering customer-led marketing plans that support Nationwide's strategic priorities and drive meaningful business and customer outcomes. Working within the Customer Marketing team, you'll lead the development of 1:1 marketing plans, ensuring activity is insight-driven, effectively prioritised and designed to maximise customer engagement, marketing performance and return on investment. 

You'll work closely with product teams, marketing specialists, analysts, operational teams and external partners to translate business objectives into clear, actionable marketing plans. Using customer insight, market trends, business priorities and performance data, you'll create and continually refine plans that deliver the right messages to the right audiences at the right time. 

A key focus of the role will be leading planning and prioritisation across your squad, ensuring activity is aligned to strategic goals and balanced against available resources, budgets and channel capacity. You'll manage dependencies, coordinate activity across teams and help ensure marketing plans are delivered efficiently and effectively while maintaining visibility of risks, assumptions and delivery impacts. 

You'll use data, insight and performance analysis to identify opportunities, measure success and optimise marketing activity. Through test-and-learn approaches, ROI assessment and continuous performance reviews, you'll make evidence-based recommendations that improve campaign effectiveness, strengthen customer engagement and increase marketing contribution to business outcomes. 

Working within established governance and control frameworks, you'll ensure planning activity is delivered to a high standard, with clear decision-making processes, effective risk management and strong stakeholder alignment. You'll help ensure plans remain responsive to changing business priorities, emerging opportunities and customer needs while maintaining focus on agreed objectives. 

You'll also contribute to the ongoing evolution of Customer Marketing planning practices by identifying opportunities to improve ways of working, planning frameworks and performance measurement approaches. Collaborating with colleagues across Marketing, Analytics, Product and Commercial teams, you'll help drive greater integration, consistency and effectiveness across marketing activity. 

About you

• As a trusted marketing planning professional, you'll combine strategic thinking, analytical expertise and strong stakeholder management skills to influence decisions and deliver successful outcomes. Through your work, you'll help create relevant, customer-focused marketing experiences that support Nationwide's ambitions while delivering measurable value for both members and the business
  Demonstrable experience of leveraging insight and data (performance, commercial, customer) to develop data driven, 121 B2B marketing plans that deliver agreed customer and business outcomes

• Proven ability of monitoring and reporting of performance, reshaping investment and activity in response to shortfalls against the plan or emerging incremental growth opportunities

• Proven ability to optimise plans to drive ongoing improvements in outcomes and efficiency, leveraging test and learn expertise

• Demonstrable experience in utilising customer, business and commercial considerations to produce clear briefs that drive compelling communications that are appropriate for the target market and deliver against the agreed plan

• Experience working across multiple business functions and stakeholders to coordinate delivery, manage dependencies, align priorities and achieve agreed outcomes

• Demonstrable experience developing and delivering marketing or customer communications activity within a Business Banking environment, including micro and SME customer segments, using customer, product and performance insight to inform planning, prioritisation and optimisation decisions

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. 

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident 

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level. 

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support. 

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.