Customer Marketing Manager, UK

📌 Core Information

🔹 Job Title: Customer Marketing Manager, UK

🔹 Company: Trustpilot

🔹 Location: London, United Kingdom

🔹 Job Type: Hybrid (2 office days per week)

🔹 Category: Marketing

🔹 Date Posted: April 3, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site with hybrid flexibility

🚀 Job Overview

Key aspects of this role include:

• Developing and executing multi-channel customer retention strategies
• Managing the lifecycle marketing program to nurture customer relationships
• Collaborating with various teams to optimize customer engagement and conversion rates
• Representing the UK market and developing value propositions
• Delivering campaigns on time, within budget, and aligned with key performance metrics

ASSUMPTION: This role requires a strong commercial mindset and experience in B2B marketing, with a focus on lifecycle marketing. Candidates should be data-driven, customer-centric, and capable of operating in a high-performance environment.

📋 Key Responsibilities

✅ Own and deliver a multi-channel customer retention strategy, with a strong focus on brand positioning, growth, and ROI

✅ Manage and optimize the lifecycle marketing program, nurturing customer relationships across different stages

✅ Develop and expand a channel strategy to increase the reach and effectiveness of retention marketing initiatives

✅ Collaborate closely with the local Customer Success team to align on goals and enhance the impact of customer engagement campaigns

✅ Partner with marketing teams across Digital, Product, Audience, and Partner Marketing to represent the UK market and develop the value proposition

✅ Take full ownership of campaigns, ensuring they are delivered on time, within budget, and aligned with key performance metrics

ASSUMPTION: The role involves a mix of strategic planning and tactical execution, requiring strong project management skills and the ability to work effectively with cross-functional teams.

🎯 Required Qualifications

Education: Bachelor's degree in Marketing, Business, or a related field

Experience: Proven experience in a B2B marketing role, with a focus on lifecycle marketing

Required Skills:

• Proven experience in B2B marketing, with a focus on lifecycle marketing
• Strong commercial mindset, with the ability to operate in a high-performance environment and continuously drive improvements
• Experience in building and executing B2B campaigns in a SaaS business, with a track record of delivering strong ROI
• Data-driven and customer-centric approach, leveraging insights to improve business performance
• Hands-on experience with marketing automation platforms, CRM systems, and digital marketing tools
• Proactive and adaptable, capable of working at both strategic and tactical levels
• Strong stakeholder management skills, with the ability to influence and collaborate effectively across teams and seniority levels

Preferred Skills:

• Experience working in the UK market
• Fluency in English

ASSUMPTION: While not explicitly stated, proficiency in English is likely required for this role due to the need to communicate effectively with both customers and internal teams.

💰 Compensation & Benefits

Salary Range: £60,000 - £80,000 per annum (based on industry standards for a Marketing Manager role in London)

Benefits:

• Flexible working options
• Competitive compensation package + bonus
• 25 days holiday per year, increasing to 28 days after 2 years of employment
• Two (paid) volunteering days a year
• Rich learning and development opportunities
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app
• Paid parental leave
• Season ticket loan and a cycle to work scheme
• Central office location with various amenities
• Regular opportunities to connect and get to know fellow employees
• Access to over 4,000 deals and discounts
• Independent financial advice and free standard professional mortgage broker advice

Working Hours: Full-time (37.5 hours per week), with flexible working options available

ASSUMPTION: The salary range provided is an estimate based on industry standards for a Marketing Manager role in London. The actual salary may vary depending on the candidate's experience and qualifications.

📌 Applicant Insights

🔍 Company Context

Industry: Trustpilot operates in the technology, information, and internet industry, focusing on online reviews and reputation management. The company is a public company with over 1,000 employees and operations in multiple countries.

Company Size: Trustpilot has 501-1,000 employees, which means the company is large enough to offer diverse opportunities and resources but still small enough for employees to have a significant impact.

Founded: Trustpilot was founded in 2007 and has since grown to become a global leader in online reviews and reputation management.

Company Description:

• Trustpilot began in 2007 with a simple yet powerful idea to be the universal symbol of trust, bringing consumers and businesses together through reviews.
• The company is open, independent, and impartial, helping consumers make the right choices and businesses build trust, grow, and improve.
• Trustpilot has over 300 million reviews and 64 million monthly active users, with operations in multiple countries.

Company Specialties:

• Online reviews
• Review software
• Online reputation management
• Customer reviews
• Consumer reviews
• Customer feedback
• Consumer trust
• Merchant reviews
• Ecommerce reviews
• Customer experience
• Brand trust
• Brand reputation
• Marketing
• SEO
• Digital
• Conversion
• Open internet
• Growth hacking

Company Website: https://www.trustpilot.com/

ASSUMPTION: Trustpilot's focus on trust and customer-centric approach creates an environment where employees can make a genuine impact on the business and its customers.

📊 Role Analysis

Career Level: This role is at the manager level, requiring strategic thinking, leadership, and the ability to drive results through team collaboration.

Reporting Structure: The Customer Marketing Manager will report directly to the UK Regional Marketing Director and work closely with various teams, including Customer Success, Digital, Product, Audience, and Partner Marketing.

Work Arrangement: This role is a hybrid position, requiring employees to be on-site for two days per week and work remotely for the remaining three days.

Growth Opportunities:

• As Trustpilot continues to grow, there may be opportunities for the Customer Marketing Manager to take on additional responsibilities or move into a more senior role.
• The company offers rich learning and development opportunities, allowing employees to expand their skills and advance their careers.
• Trustpilot's global presence provides opportunities for employees to work on international projects or relocate to one of the company's offices in another country.

ASSUMPTION: The Customer Marketing Manager role offers a unique opportunity to shape Trustpilot's customer retention strategies and make a significant impact on the business's growth and success.

🌍 Location & Work Environment

Office Type: Trustpilot's London office is a central location with various amenities, including table tennis, a gaming corner, coffee bars, and snacks.

Office Location(s): Pilestræde 58, Copenhagen K, 1112, DK; 50 W 23rd St, Suite 1000, New York, NY 10010, US; 21 Mincing Lane, 5th Floor, City of London, England EC3R 7AG, GB; 3000 Lawrence St, Denver, Colorado 80205, US; 3 Newton St, Level 2, Cremorne, Victoria 3121, AU; Talent Garden Milan Calabiana, Via Arcivescovo Calabiana 6, 1st Floor, Milan, 20139, IT; 10 George Street, 1st Floor, Edinburgh, Scotland EH2 2PF, GB; Leidsestraat 32, 5th Floor, Amsterdam, 1017 EJ, NL

Geographic Context:

• London is a major global city with a diverse economy and a thriving tech industry.
• The city offers a wide range of cultural, entertainment, and dining options, as well as excellent transportation links.
• Trustpilot's London office is centrally located, providing easy access to public transportation and nearby amenities.

Work Schedule: The Customer Marketing Manager role follows a hybrid work arrangement, with employees required to be on-site for two days per week and work remotely for the remaining three days.

ASSUMPTION: Trustpilot's hybrid work arrangement offers employees the flexibility to balance their work and personal lives while still benefiting from the collaborative environment of the office.

💼 Interview & Application Insights

Typical Process:

• Online application and resume screening
• Phone or video call with the HR team
• In-depth interview with the hiring manager and relevant team members
• Final interview with the UK Regional Marketing Director
• Background check and offer

Key Assessment Areas:

• Candidates' understanding of the UK market and customer needs
• Strategic thinking and problem-solving skills
• Ability to collaborate effectively with cross-functional teams
• Data-driven approach and analytical skills
• Communication and presentation skills

Application Tips:

• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Demonstrate your understanding of the UK market and customer needs in your application materials
• Prepare for behavioral and situational interview questions that focus on your problem-solving skills and ability to work collaboratively
• Research Trustpilot's company culture and values to show your fit for the organization

ATS Keywords: B2B Marketing, Lifecycle Marketing, Customer Retention, Channel Strategy, Campaign Management, Data-Driven Approach, Stakeholder Management, Collaboration, Strategic Thinking, Tactical Execution, Proactivity, Adaptability, UK Market, Customer-Centric Approach, Marketing Automation, CRM Systems, Digital Marketing Tools

ASSUMPTION: Trustpilot's recruitment process is designed to assess candidates' skills, experience, and cultural fit for the organization. The interview process may vary depending on the specific role and the candidate's experience level.

🛠️ Tools & Technologies

• Marketing automation platforms (e.g., HubSpot, Marketo, Pardot)
• CRM systems (e.g., Salesforce, HubSpot CRM, Zoho CRM)
• Digital marketing tools (e.g., Google Analytics, Google Ads, social media platforms)
• Project management tools (e.g., Asana, Trello, Jira)
• Collaboration tools (e.g., Microsoft Office Suite, Google Workspace)

ASSUMPTION: The specific tools and technologies required for this role may vary depending on Trustpilot's internal systems and the candidate's experience and preferences.

👔 Cultural Fit Considerations

Company Values:

• Trust
• Open
• Independent
• Impartial
• Customer-centric
• Data-driven
• Collaborative
• Innovative
• Ambitious

Work Style:

• Trustpilot values a collaborative and open work environment, where employees are encouraged to share their ideas and contribute to the company's success.
• The company fosters a data-driven and customer-centric approach, with a strong focus on continuous improvement.
• Trustpilot's hybrid work arrangement offers employees the flexibility to balance their work and personal lives while still benefiting from the collaborative environment of the office.

Self-Assessment Questions:

• Do you share Trustpilot's values and commitment to trust, openness, independence, and impartiality?
• Are you comfortable working in a hybrid environment, balancing remote work and on-site collaboration?
• Do you thrive in a data-driven and customer-centric work environment, where continuous improvement is a key priority?

ASSUMPTION: Trustpilot's company culture is built on a foundation of trust, openness, independence, and impartiality. The company values a collaborative and customer-centric approach, with a strong focus on continuous improvement.

⚠️ Potential Challenges

• The Customer Marketing Manager role requires a strong commercial mindset and the ability to operate in a high-performance environment, which may involve long hours and tight deadlines during peak periods.
• Trustpilot's focus on customer-centricity and continuous improvement may require employees to adapt to changes in the company's strategies and priorities.
• The hybrid work arrangement may present challenges in maintaining effective communication and collaboration with remote team members.
• London's competitive job market and high cost of living may present challenges for employees seeking to balance work and personal responsibilities.

ASSUMPTION: The Customer Marketing Manager role offers a unique opportunity to shape Trustpilot's customer retention strategies and make a significant impact on the business's growth and success. However, the role also presents challenges that require strong time management, adaptability, and effective communication skills.

📈 Similar Roles Comparison

• The Customer Marketing Manager role is similar to other marketing manager positions, such as Brand Manager, Product Manager, or Digital Marketing Manager, but with a specific focus on customer retention and lifecycle marketing.
• Trustpilot's focus on online reviews and reputation management sets it apart from other companies in the technology, information, and internet industry.
• The Customer Marketing Manager role offers a unique opportunity to shape Trustpilot's customer retention strategies and make a significant impact on the business's growth and success, with potential career progression into more senior roles within the marketing function or beyond.

ASSUMPTION: The Customer Marketing Manager role offers a unique opportunity to shape Trustpilot's customer retention strategies and make a significant impact on the business's growth and success. However, the role also presents challenges that require strong time management, adaptability, and effective communication skills.

📝 Sample Projects

• Developing and executing a multi-channel customer retention campaign, targeting customers at different stages of the lifecycle to improve engagement and reduce churn
• Collaborating with the Customer Success team to optimize the onboarding process and enhance the customer experience for new users
• Partnering with the Digital Marketing team to create targeted content and advertising campaigns that drive customer acquisition and retention

ASSUMPTION: The Customer Marketing Manager role offers a unique opportunity to shape Trustpilot's customer retention strategies and make a significant impact on the business's growth and success. However, the role also presents challenges that require strong time management, adaptability, and effective communication skills.

❓ Key Questions to Ask During Interview

• What are the key priorities for this role in the first 30, 60, and 90 days?
• How does Trustpilot support the professional development and growth of its employees?
• What are the key challenges facing the Customer Marketing team, and how can this role help address them?
• How does Trustpilot measure the success of its customer retention strategies, and what are the key performance indicators (KPIs) for this role?
• What is the company's approach to work-life balance, and how does the hybrid work arrangement support this?

ASSUMPTION: The Customer Marketing Manager role offers a unique opportunity to shape Trustpilot's customer retention strategies and make a significant impact on the business's growth and success. However, the role also presents challenges that require strong time management, adaptability, and effective communication skills.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role, with a focus on your understanding of the UK market and customer needs
• Prepare for behavioral and situational interview questions that focus on your problem-solving skills and ability to work collaboratively
• Research Trustpilot's company culture and values to show your fit for the organization
• Follow up with the HR team one week after submitting your application to inquire about the status of your application

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.