Marketing Technology & Customer Intelligence Manager

ROLE OVERVIEW

The Marketing Technology & Customer Intelligence Manager is responsible for owning and optimising GRIDSERVE’s marketing technology platforms, customer data capability and marketing performance measurement. The role ensures marketing activity is enabled by reliable systems, compliant data use, clear reporting and actionable customer insight that supports membership growth, customer engagement, retention and commercial decision making.

MAIN RESPONSIBILITIES

Marketing Technology Ownership:

• Act as business product owner for core marketing platforms, including Iterable, HubSpot and connected marketing tools.
• Maintain a clear marketing technology roadmap, prioritising platform improvements, automation, integrations and efficiency opportunities.
• Work with Technology and Data teams to define requirements for integrations, webhooks, data flows and platform enhancements.
• Ensure marketing platforms are configured, governed and maintained to support CRM, campaign, partnership, fleet and membership activity.
• Identify opportunities to use automation and AI to improve marketing effectiveness, operational efficiency and customer experience.

Customer Data and Governance:

• Own marketing’s customer data requirements, working with Technology, Data, Legal and CX to maintain accurate, usable and compliant customer data.
• Define and maintain customer attributes, segmentation frameworks, exclusions and data fields required for marketing activity.
• Support the development of customer lifetime value, retention and engagement models in partnership with data and commercial teams.
• Ensure data use supports GDPR, PECR and wider regulatory requirements, with Legal retaining formal approval ownership where required.
• Document data processes, platform dependencies and key controls to reduce key person dependency.

Performance Measurement and Customer Intelligence:

• Develop marketing reporting and attribution frameworks to measure campaign performance, customer growth and channel effectiveness.
• Provide insight on membership behaviour, app engagement, charging frequency, customer retention and campaign impact.
• Translate customer data into practical recommendations for CRM, digital growth, pricing, membership and partnership activity.
• Provide regular reporting for marketing leadership and wider business stakeholders, including clear performance commentary and improvement actions.
• Support test-and-learn measurement across lifecycle journeys, offers, personalisation and campaign activity.

Cross-functional Delivery:

• Act as the key marketing contact for Technology and Data teams on marketing platform, integration and reporting requirements.
• Partner with CX on service-related customer communications and customer feedback insight where marketing channels are used.
• Partner with Legal on approval processes for marketing terms, consent, data use and compliance requirements.
• Support Digital Growth and CRM activity by ensuring customer data, segmentation and platform capability are available and reliable.
• Champion company policies, procedures and business ethics codes, including environmental and quality management standards where applicable.

PERSON SPECIFICATION

Required Experience

• Experience in a marketing operations, marketing technology, CRM operations, customer data or customer insight role.
• Hands-on experience managing marketing platforms such as Iterable, HubSpot, Salesforce Marketing Cloud, Braze, Klaviyo or similar.
• Experience working with customer data, segmentation, lifecycle reporting, attribution and marketing performance measurement.
• Experience translating business requirements into technology, data or reporting requirements for technical teams.
• Experience working with GDPR, consent, data governance or compliance-related marketing processes.

Required Skills and Abilities

• Strong understanding of CRM, marketing automation, data flows, integrations and customer journey enablement.
• Analytical mindset with the ability to turn data into commercial insight and practical recommendations.
• Strong stakeholder management skills across Marketing, Technology, Data, CX, Legal and Commercial teams.
• Excellent documentation, process design and governance skills.
• Ability to manage multiple priorities in a fast-paced environment and maintain focus on business outcomes.
• High attention to detail and commitment to data quality, compliance and customer experience.
• Proficient user of Microsoft Office, including Word, Outlook, Excel and PowerPoint.

Required Qualifications and Certifications

• Degree in Marketing, Business, Data, Technology or a related field, or equivalent practical experience.
• Relevant platform certifications such as HubSpot, Iterable, Salesforce, Google Analytics or similar are desirable.
• Professional marketing, analytics or data protection training is desirable.