Director of Customer Marketing and Retention

As our Director of Customer Marketing and Retention, you'll lead, develop and deliver the marketing strategy and execution to deliver fundraising income marketing communications targeting our existing customer base.

Reporting to the Chief Marketing and Fundraising Officer, you'll lead and develop your teams to harness market, campaign and customer insight and deliver our customer marketing strategy to achieve significant income targets.

With the objective of engaging and developing our customers, you'll deliver and grow our mass fundraising income through upsell, cross-sell and improved retention. You'll do this using your expert understanding of leveraging first and third party data and customer segmentation.

Working arrangements

12-month fixed term contract until October 2025, covering an internal secondment.

Start date: As soon as possible. Candidates must be available to start by Monday 4 November at the latest.

This is a blended role, where your work will be dual located between your home and our London Office - with at least 2 days in the London Office per week.

At BHF we believe in the power of being together, so our colleagues on blended contracts can expect to spend some time in their office, at least two days each week, on average. The use of our office spaces is driven in part by your role and the activities you need to do. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause.

Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview.

About the team

Sitting within the wider Marketing, Fundraising and Engagement directorate, your department consists of approximately 40 professionals with a variety of specialisms across four teams - Retention and Customer Journeys, Customer Insight and Analysis, Marketing Strategy and Planning, and Fundraising Compliance.

As our ideal candidate, you bring senior leadership experience in a complex organisation, operating and influencing at board level and leading large teams.

You have extensive senior-level commercial or fundraising experience of developing customer marketing strategy, marcomms execution and leading successful marcomms campaigns to deliver financial targets. You bring extensive agency management experience to build high performing partnerships and deliver award-winning below-the-line work.
Possessing a deep understanding and experience of below-the-line customer marketing to maximise income from an existing customer base, you bring experience in subscription or customer contract-based businesses to drive renewal, reduce churn and in-life upsell. You are confident leading through change and delivering transformation in marketing outcomes and income impact.
With excellent communication, influencing and stakeholder management skills, you have proven success in developing a high performing team. You are happy to 'roll your sleeves up', improving the skills and capability of the team (from brief writing through to creative development and measurement/effectiveness), and building a strong partnership with our below-the-line agency partner.