Customer Marketing Manager, UK

We are at an exciting stage in Trustpilot’s journey, and we’d love for you to join us as we enter a new phase of growth with a renewed strategic direction.

As Customer Marketing Manager, you will play a pivotal role in scaling our customer retention and lifecycle strategies, helping us achieve our ambition to create an independent currency of trust in the UK market.

As a key member of the UK Regional Marketing team, you will be responsible for shaping and managing the marketing investment and customer narrative within the UK market, building brand awareness and driving growth.

You will develop strategies that attract customers and generate revenue at scale, working closely with our global Marketing teams to ensure alignment and impact.

Your role will also involve designing and executing omni-channel programmes and campaigns targeted at both customers and prospects, collaborating with our Commercial teams to optimise conversion rates.

With a deep understanding of the UK market, you will act as a native representative, providing valuable insights and expertise to inform our approach.

Additionally, you will oversee the full marketing mix, ensuring that our strategy aligns with business objectives while maintaining a consistent and compelling brand narrative.

What you’ll be doing:

• Own and deliver a multi-channel customer retention strategy, with a strong focus on brand positioning, growth, and ROI.
• Manage and optimise the lifecycle marketing programme, nurturing customer relationships across different stages—from onboarding to upsell, renewal, and churn prevention.
• Develop and expand a channel strategy to increase the reach and effectiveness of our retention marketing initiatives, testing and analysing new channels such as events, email, digital, and content.
• 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, end-to-end customer experience, and growth levers.
• Take full ownership of campaigns, ensuring they are delivered on time, within budget, and aligned with key performance metrics.

Who you are:

• Proven experience in a B2B marketing role, 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.

What's in it for you:

• A range of flexible working options to dedicate time to what matters to you
• Competitive compensation package + bonus
• 25 days holiday per year, increasing to 28 days after 2 years of employment
• Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities supported through the Trustpilot Academy, LinkedIn Learning and Blinkist
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Season ticket loan and a cycle to work scheme
• Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials.
• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts and more.
• Independent financial advice and free standard professional mortgage broker advice